iKeyp Support

General Information

What is the intended use of the iKeyp Pro?

The iKeyp is the world’s first smart storage device for personal items that need to be securely stored yet regularly accessed.


Who can use the iKeyp Pro?

Anyone can use the iKeyp Pro to keep almost anything private and secure .  We have found that parents, teenagers, college kids and seniors have found the iKeyp exceptionally useful for a wide variety of uses.


What can I store in the iKeyp Pro?

Some of the items that can be stored in the iKeyp Pro are prescription medications, currency, passports, event tickets, jewelry, valuables, small documents and personal items.


What should I avoid storing in the iKeyp Pro?

Some of the items that should not be stored in the iKeyp Pro are the iKeyp backup keys, the iKeyp registration card, any type of solvent, flammable items, accelerants, bio-hazardous material, perishable goods, live animals or insects.  If you don’t think it should go in the iKeyp Pro, it probably shouldn’t.


How does the iKeyp Pro work?

The iKeyp Pro connects to the internet through your home Wi-Fi network and sends various real-time notifications and reminders to your smartphone through the free companion iKeyp mobile app, which is available in the App Store or on Google Play.


What are the basic security features of the iKeyp Pro?

The iKeyp Pro comes equipped a multitude of highly sophisticated security features.  Most notable among them is the accelerometer which provides key security functions such as three-axis tilt, vibration and shock sensing as well as motion and free-fall detection.  The iKeyp Pro also features an ultra-loud piezo siren for audible alerts directly from the safe as well as bright multi-color LEDs that shows the status of the safe with a quick glance at the keypad.  Further, because the iKeyp Pro can be connected to the internet, the safe sends out real-time notifications including security alerts to your smartphone.


What are the medication adherence reminders?

< Please note that all or part of this functionality may not yet be available but will be coming soon. >

The iKeyp Pro provides intelligent medication reminders that only alert you if you haven’t taken your medication.  By using the iKeyp mobile app scheduling feature, a person can input their medication window (between what time frame you take your medication – for example, from 7:00am to 7:30am daily).  If you open the iKeyp Pro during the medication window (or 30 minutes beforehand), you will not receive a medication reminder because that is the expected behavior for medication adherence.  If you DO NOT open the safe during your custom medication window (or 30 minutes beforehand), you will receive a real-time alert on your smartphone.


What are the dimensions of the iKeyp Pro?

The exterior size is 6.0″ h x 12.8” w x 3.4” d and the interior storage compartment is 5.6” h x 8.4” w x 2.5” d.  The iKeyp Pro weighs 4.1 lbs. with 4 AA batteries installed, and with the wings fully extended, has a width of 22.6″.

Connected Mode Features

Basic “Connected Mode” Features

  • Remotely unlock your iKeyp Pro to grant access to family while away.
  • Receive real-time alerts, notifications, and reminders directly from your iKeyp Pro.
  • Manage all your iKeyp’s from the convenience of your smartphone.
  • Track and monitor medication usage and adherence.
  • Keep an eye on your iKeyp’s battery life and be notified when it is time to replace.
  • Share access to your iKeyp Pro with family and send alerts to caregivers.
  • Create a calendar of custom, user-defined reminders.
  • Download new features firmware updates for your iKeyp Pros.
  • Quickly access training videos and customer support.

Offline Mode Features

Basic “Offline Mode” and Other General Features

  • Three Ultra-Bright RGB LED Icons
  • Ultra-Loud Piezo Buzzer
  • Water-Resistant Membrane Digital Keypad
  • Humidity-Resistant Sealed Interior Compartment
  • Backup Key Access

Registration and First-time Setup

What do I need to consider when setting up my iKeyp Pro for the first time?

There are two things to consider when setting up your iKeyp Pro. The first is whether you want to connect it to the internet to enable the real-time security alerts and notifications on your smartphone. The second is whether you want to secure the iKeyp physically in a specific location. While the iKeyp can be used freestanding, it is recommended to use the wings system to secure the iKeyp Pro in a cabinet, shelf or drawer.


Where can I download the iKeyp App?

The free companion iKeyp App is available in the App Store or on Google Play.


What is the 8-digit security registration code used for?

The 8-digit security registration code ensures that the owner, and only the owner, can register the safe and assign account users. The owner of the iKeyp Pro must keep this number private and protected at all times.


Where do I find the 8-digit security registration code?

The 8-digit security registration code can be found on the registration card. The registration card can be found packed with the original retail box and it is assumed that only the owner of the iKeyp Pro will have access to this card.

PLEASE NOTE: This card is more powerful than the backup keys because it also allows for remote opening of the iKeyp Pro and the assignment of other account users and privileges. Please be sure to hide this card along with the iKeyp backup keys in a very safe and private location (other than inside your iKeyp Pro – never store your registration card or backup keys inside the iKeyp Pro).


How do I register the iKeyp Pro?

You will automatically be registered and the warranty activated when you use the iKeyp mobile app to setup the iKeyp Pro.  If you do not wish to use your iKeyp with smartphone functionality, please call customer service to register your iKeyp at 1-800-485-8904.


How does the iKeyp Pro install and uninstall?

The iKeyp Pro has a patented no-tool installation system utilizing its expandable compression wings which allows the unit to be installed in cabinets, drawers and shelves of varying widths or depths up to 22.6”.  The wings are easily adjusted with a removable knob, which when extended during installation, exerts pressure on the side walls allowing the unit to be installed securely in seconds without drilling, screws, ugly holes or sticky tape.  The iKeyp Pro can also be removed in seconds with the quick release wing lock, and if installed properly, leaves behind no damage whatsoever.


Can I install the iKeyp Pro anywhere?

The iKeyp Pro with its patented no-tool extendable wings can fit into any standard medicine cabinets that have 3.25” depth, as well as most other cabinets or drawers with widths or depths less than 22.6”.  The iKeyp Pro can also be installed freestanding with the wings retracted for limitless location possibilities and for easy on-the-go travel.


Why do I have to be careful when installing the iKeyp Pro in a drawer?

While the iKeyp is perfectly at home in a drawer, it creates some challenges for the motion detection because the opening and closing of the drawer will cause the iKeyp Pro tamper alarm to sound. It is for this reason the device has been shipped with the tamper setting to “off” as the default. The setting can be toggled “on” by referencing the quick start guide or by going to the motion detection section of this FAQ.

Wi-Fi Connection

Do I need a Wi-Fi internet connection to set up and use my iKeyp Pro?

Preferably, YES.  Initially, the iKeyp Safe uses your internet enabled Wi-Fi network and the iKeyp smartphone app to automate registration, activate the warranty and configure the product.  The iKeyp app on your smartphone receives real-time security alerts, medication reminders and maintenance alerts.  Having it connected to Wi-Fi also allows the iKeyp device to receive remote open commands from the owner, other authorized users or customer service.

However, without a Wi-Fi connection, you can still use your device in the offline mode and be able to see the LEDs and hear the audible alerts but you will need to call customer support to register your product, activate your warranty and you will not be able to use any smartphone features.


How do I setup my iKeyp Pro to connect to the internet over Wi-Fi?

<insert text – refer to QSG>.


 What happens if the internet service for my Wi-Fi goes down?

If you lose your wireless internet connection, the iKeyp Pro will not be able to send real time alerts to your mobile phone, but the events will be stored in memory locally on the iKeyp Pro, and when back online, it will send you all the backlogged notifications that occurred while offline. While offline however, you can still benefit from the LEDs and audible alerts on the iKeyp Pro as long as there are working batteries in the unit.

Warranty Activation

When does the iKeyp Pro warranty activate?

The iKeyp Pro One-Year Limited Warranty will activate when the device is first registered. iKeyp Pro owners are encouraged to use the mobile app to set up their iKeyp as that process will automatically register the iKeyp Pro and activate the warranty.


How do I claim coverage under the warranty?

Please contact customer support at 1-800-485-8904 for qualification, coverage and return options under the warranty.


Where do I find warranty Information?

You can download a copy of the warranty here

Technical Information

Does the iKeyp Pro use a Bluetooth or cellular connection?

The iKeyp Pro connects directly to the internet through Wi-Fi, not via Bluetooth or cellular.


What smartphone operating systems are supported for the iKeyp mobile app?

Currently the iKeyp App is supported for use on iOS xxx (and later) and android xxx (and later).


Is the iKeyp Pro FCC approved?

Yes, the iKeyp Pro has been tested and approved for use by the FCC.


What type of batteries do the iKeyp Pro require?

The iKeyp Pro requires four (4) new Alkaline AA batteries.  IMPORTANT:    1) Do NOT use or place rechargeable batteries in the iKeyp Pro battery compartment. 2) Do NOT mix old and new batteries. 3) Do NOT mix alkaline, standard (carbon-zinc), or rechargeable batteries.


What is the expected battery life?

The four (4) AA batteries are expected to last approximately four (4) months under normal usage conditions. Normal use is considered to be opening and closing the iKeyp Pro two (2) times per day.


Does the iKeyp Pro work with multiple users on the same unit?

Yes, the iKeyp App allows you to have one owner and multiple users for each iKeyp.  The owner of the iKeyp can invite other users to share the iKeyp by simply logging into the mobile app or web portal and sending out an email invitation.


Why does the iKeyp go to “sleep”?

The iKeyp goes to sleep for a number of reasons.  In the case of the iKeyp, “sleeping” means it is not connected to the internet but it is still actively listening for various types of events and the iKeyp is fully armed.  1) The first reason the iKeyp goes to sleep is for Physical Security – this is intended to ensure that someone is in front of the iKeyp to “wake it up” during a remote open and it is not accidentally opened without a designated person being present to retrieve, store or audit the contents.  2) The second reason is for Network Security – by only opening an internet connection for a short period when needed between the iKeyp Pro device and the iKeyp cloud services, the iKeyp platform in general is not continually open to external network threats minimizing exposure.  3) The third reason is to Conserve Energy – by only awakening to send events or when being used, the iKeyp can conserve significant energy which is eco-friendly, smart and and makes the batteries last longer.


Why do I need to wake up the iKeyp?

One reason, in fact number one in the list above is for the safety and security of our consumers and their family.  We have programmed the iKeyp products to be accessible through remote opening only when someone is physically in front of the device.  A person in essence must prove they are present in front of the iKeyp by pressing any key to wake it up.  This feature is to prevent a person from remotely opening the iKeyp from their smartphone without knowing that a responsible person is physically in front of the unit to retrieve or store what is needed at the time.


How do I wake up the iKeyp?

Press the “CLR” or any button on the front keypad to wake up the device. This will wake up the safe, the Wi-Fi LED will briefly blink blue/yellow before the LED turns to a solid blue.

Physical Installation

What are the “expandable wings”?

The iKeyp Pro has expandable wings which may be used to secure the safe in a cabinet, drawer, or other suitable location. Carefully follow the steps below to install the iKeyp Pro and optionally arm the safe with tamper detection. Please note that using the expandable wings may not be able to prevent the safe from being removed without authorization in all circumstances.


How do I use the expandable wings to secure the iKeyp?

  1. Ensure the Wing Lock inside the safe compartment is positioned on the right side (indicated by “Lock”).
  2. Position the iKeyp Pro as evenly spaced as possible between any two (2) fixed sidewalls, such as within a medicine cabinet, kitchen cabinet, bathroom vanity, or bedroom drawer, with a maximum spread between the two sidewalls of 22.6”. The safe does NOT need to be in the exact center, as the wings, when extended outward, will gently move and center the safe for proper alignment. For maximum security against unauthorized removal, make sure the back of the iKeyp Pro is touching or resting against the rear wall of the enclosure so the safe cannot be forced backwards and then pulled forward.
    IMPORTANT: Make sure there are no objects or obstructions between the sides of each wing and the fixed sidewalls.  Any object in the way will ultimately be pressed against the fixed sidewall and could prevent the wings from fully extending and may accidentally damage the surface of the fixed sidewalls, the object, or the iKeyp Pro.  Make sure the fixed sidewalls are not made of glass, mirror, or other fragile material as pressure from the wings may cause cracking or other damage.
  3. Remove the Wing Extender Knob from the safe. Install the Wing Extender Knob into the center of the Wing Extender Gear and check that it is seated firmly.
  4. To extend the wings, turn the Wing Extender Knob counter-clockwise (to the left) according to the “Extend” directional arrows on the knob.  A “clicking” sound should be heard while extending the wings.  If no clicking sound is heard while extending the wings, check to be sure the Wing Lock is positioned to the right in the “Lock” position.
    IMPORTANT: Only hand-tighten the Wing Extender Knob. Do NOT over-tighten, use extreme force or use a tool to turn the Wing Extender Knob.
    To complete the installation, keep turning the Wing Extender Knob counter-clockwise until each wing is firmly pressed against the interior sidewall of the cabinet, shelf or drawer but do not over-tighten.  The silicone Wing Pads should compress slightly to ensure a firm fit and proper grip.
  5. Once installed, be sure the leave the Wing Lock to the right in the “Lock” position to prevent the wings from retracting or losing their grip against the sidewall. For more space inside the safe, you may remove the Wing Extender Knob and cover the Wing Extender Gear with the included Wing Extender Gear Cover.  Securely store the Wing Extender Knob together with the Backup Keys and Registration Card but please NEVER place them inside the iKeyp at any time.
  6. If you are installing the iKeyp Pro in a drawer, please see the next section. If you are NOT installing the iKeyp Pro in a drawer, it is recommended to set motion detection to On to maximize security.  Your iKeyp Pro has been shipped with this feature set to Off by default.  To change this setting follow the on-screen instructions using the iKeyp App for smartphones or read instructions online at iKeyp.com/support

I want to install the product in a drawer, can I do that?

If you plan to install or keep the iKeyp Pro in a drawer, please ensure the Tamper Alert feature is toggled/set to Off (it was shipped this way by default).


Installation Video

<coming soon>

Tamper Detection

Toggle Tamper Detection

The iKeyp has sophisticated tamper alerting capabilities that allow for the detection of motion, free-fall, shock, vibration and three-axis tilting.  To use the tamper detection feature, the setting can be toggled between ON and OFF.  In the future, through firmware updates, users will be able to control the sensitivity of the accelerometer with some basic degree of sensitivity settings granularity such as “high”, “medium”, “low” or “off”.

To toggle the Tamper Detection mode (preset by the factory in the OFF mode), please follow the instructions below:

With the iKeyp Pro door open, press and hold the “0” key for 5 seconds until the safe beeps, then release the “0” key.  Tamper Detection Mode will toggle between ON and OFF (factory default) with each use of this sequence.

Access Codes

Access Codes

The following basic settings are for either Connected of Offline use and can be programmed either through the iKeyp Pro keypad or online through the web portal (note: check to see if this will be available on the mobile app as well).

Change User Access Code
Programmable code from 4 to 8 digits to access the iKeyp Pro main compartment.
Follow the instruction below to change the user access code

  1. With the iKeyp Pro door open, press and hold the “ENT” key until the unit beeps.
  2. Enter any 4-8 digit key length combination on the keypad then press the “ENT” key. The unit will beep and the “Status” LED will flash yellow three times and then turn solid yellow.
  3. Re-enter the same combination again and then press “ENT” key to confirm the new user access code.

If the combination is accepted, the iKeyp Pro will beep and the “Status” LED will flash green three times, otherwise the LED will flash red three times and you must repeat steps 1 through 3.

 

Additional advanced settings are accessible using the iKeyp Mobile App.

Updating Settings

Basic Settings

The following basic settings are for either Connected of Offline use and can be programmed either through the iKeyp Pro keypad or online through the web portal (note: check to see if this will be available on the mobile app as well).

Toggle Tamper Detection
Allows for the detection of motion, freefall, shock, vibration and three-axis tilting.
With the iKeyp Pro door open, press and hold the “0” key for 5 seconds until the safe beeps, then release the “0” key. Tamper Detection Mode will toggle between “Off” (factory default) and “On” with each use of this sequence.

Change User Access Code
Programmable code from 4 to 8 digits to access the iKeyp Pro main compartment.
Follow the instruction below to change the user access code

  1. With the iKeyp Pro door open, press and hold the “ENT” key until the unit beeps.
  2. Enter any 4-8 digit key length combination on the keypad then press the “ENT” key. The unit will beep and the “Status” LED will flash yellow three times and then turn solid yellow.
  3. Re-enter the same combination again and then press “ENT” key to confirm the new user access code.

If the combination is accepted, the iKeyp Pro will beep and the “Status” LED will flash green three times, otherwise the LED will flash red three times and you must repeat steps 1 through 3.

 

Additional advanced settings are accessible using the iKeyp Mobile App.

Types of User Accounts

  • Device Owner
    A person who is the registered owner of a device. A device may only have one owner. A device owner has full access as a device user, a device subscriber, and device operator. Typically, this person would be the actual iKeyp customer who purchased the device but may alternatively be the child of an elderly parent who will be registering and providing the device for the actual patient. Alternatively, this could be a care facility IT department manager who manages all the in-room devices for the patients as device users.
  • Device Operator
    A person who has been granted permission by a device owner to the device to additionally change configuration settings of the device including adding additional device users. A device may have as many device operators as their device plan or user plan allows. A device operator has full access as a device user and device monitor but is limited in that they may not change device owner or owner-only configuration settings. Typically, this person would be an iKeyp support technician or a care facility attendant.
  • Device Admin
    A person who has been granted permission by iKeyp to manage a device in the same capacity as a device owner in addition to being able to transfer ownership and perform administrative-only functions. A device may have unlimited number of device admins at the discretion of iKeyp. Typically, this person would be iKeyp administrative staff and care facility partners who provide their own administrative support staff for their patient’s devices.
  • Device User
    A person who has been granted access by a device owner to the device. A device user may be delegated remote access to the device. A device may have as many device users as their device plan or user plan allows. A device user has full access as a device subscriber. Typically, this would be another person such as a spouse who also needs access to the device to get their medication.
  • Device Guardian
    A person who has been granted permission by a device owner to the device to additionally approve or reject remote requests to unlock and access the device. A device may have as many device guardians as their device plan or user plan allows. A device guardian has full access as a device subscriber. Typically, this person would a parent (in the case of teenage supervision) or child (in the case of elderly parent care giving).
  • Device Subscriber
    A person who has been granted permission by a device owner to the device to monitor and receive notifications about the device and its access. A device monitor, unlike a device user may not remotely interact with the device but is a passive monitor of device activity only. A device may have as many device monitors as their device plan or user plan allows. Typically, this person would be a spouse, physician, or concerned care provider.

Adding Users

How do I add a user?

<coming soon>

Testing Remote Opening

I am trying to remote open the iKeyp Pro and it is not working?

The most common problem with remote opening is that the user does not have the iKeyp Pro in an awake mode (the Wi-Fi Icon is solid blue). Please ensure that the iKeyp is awake and ready to accept the remote open command from the iKeyp App when the remote open command is issued (the button pressed on the app). You can confirm the iKeyp is awake by checking to make sure the Wi-Fi LED is solid blue.  If it is not solid blue, momentarily press the “CLR” or any button on the keypad to wake up the device.  The Wi-Fi LED will briefly blink blue/yellow before the LED turns into a solid blue.

Troubleshooting

The iKeyp was shipped locked in the retail box, how do I open it?

Because the iKeyp Pro ships without batteries and the safe door closed, you can only first open it by inserting one of the backup keys into the keyhole and turning the key counter-clockwise to the left until the safe compartment door gently pops open. Please note, the two backup keys are packed in a small plastic bag and placed in the door handle on the outside of the safe.  PLEASE REMEMBER TO NEVER PLACE EITHER BACKUP KEY IN THE IKEYP PRO AT ANY TIME.


How do I install new batteries?

Open the iKeyp by inserting one of the backup keys into the keyhole and turning the key counter-clockwise to the left until the safe compartment door gently pops open. The battery compartment is located on the inside left side wall. Push the lip of the battery compartment cover towards the back of the unit to open the compartment cover. Once open, insert four (4) new Alkaline AA batteries into the battery compartment, ensuring correct polarity as shown in the Quick Start Guide or on the inside of the battery compartment door. Carefully align and securely close the battery compartment cover.


There is no power or nothing works, what can I do?

Make sure fresh batteries are inserted corrected paying close attention to polarity as shown in the Quick Start Guide and on the inside of the battery compartment door. If there is still no power or the LED lights do not illuminate upon a key press on the keypad (other than in a keypad lockout), try inserting new batteries as described above in the section titled “How do I open the unit to install new batteries?”


The silicon wing pads have shifted position, is this normal?

The silicon wing pads are purposefully designed to be easily removed prior to installation by those customers who do not want to use the wings to physical secure the unit in place. In some circumstances, you may see that your wing pads have slipped a bit. If that is the case, just peel them off keeping the adhesive backing on the pad and simply re-apply them to their original position.


I installed the unit towards the front of my kitchen cabinet using the expandable wings and it does not feel secure, how can I improve the installation.

We recommend installing the iKeyp so its back is firmly touching the rear of a cabinet wall to maximize installation stability.


The Tamper Detection mode on my unit is not working

By default, the unit comes out of the box with the Tamper Detection alarm disabled.  Please also note the Tamper alarm is always deactivated when the door is open even if the alarm is in the ON mode.

To “toggle” the Tamper Detection mode between ON and OFF:

  1. With the iKeyp door open, press and hold down the “0” key for 5 seconds until you hear a beep, then release the “0” key.
  2. Tamper Detection Mode will toggle between “Off” (factory default) and “On” with each use of this sequence.

Remember, the Tamper Detection is only active when it is ON and when the door is CLOSED.


I have the unit in my bedside drawer and the Tamper Detection alarm sounds when I open or close my drawer.

The unit was shipped with the taper alarm set to “Off” with this in mind.  At some point your iKeyp has had the tamper alarm toggles to the “On” setting.  In this case, the Tamper alarm is sounding from the opening and closing movement of the drawer.  Once the Tamper Detection alarm is toggled to “Off”, the alarm will stop sounding.  Please see the section above on how to “To toggle the Tamper Detection mode between ON and OFF”.


The Tamper alarm siren won’t turn off?

Simply enter your user access code and then press the “ENT” key to turn off the alarm (Note: If you also want to open the iKeyp, again enter your user access code and “ENT” to open the unit). You can also use the backup key to open the unit which will also automatically turn off the alarm.


I entered the wrong code three (3) times and now the iKeyp keypad is locked.

[Note: A locked keypad means the when any key is pressed, none of the LED lights on the keypad turn on and the device appears to have dead batteries]

For security reasons, entering a wrong passcode 3 times in a row will result in a timed lockout of the keypad.  Wait five (5) minutes and try again.  A user can also use the back-up key at any time to open the unit, and if needed, then reset the user passcode following the user access code reset instructions.


I lost my backup keys and I forgot my user access combination.

There are several options:

If the owner has the registration card that was shipped in the retail package, that person can verify ownership of the iKeyp by providing the security registration number and serial number on the registration card to customer support1-800-485-8904.  Once ownership has been verified, you may either:

1) Ask for the factory override code over the phone, have it sent via text to the mobile number or to the email on file.

-or-

2) If the safe is connected to the internet (it has a solid blue Wi-Fi LED on the safe keypad when awake), customer support can send a remote open command to open your iKeyp.  From there, a user may reset their user access code following the standard procedure.

-or-

3)  Ask customer support to mail a replacement backup key for a nominal fee.

If you DO NOT have a registration card or are not able to produce the security registration number, you should contact the owner of the iKeyp and have them work with support on your behalf.


Where do I find my serial number?

The serial number of the unit can be found in three (3) places:

  1. It is printed on the iKeyp Registration Card.
  2. It is on the bottom of your iKeyp retail packaging box.
  3. It is on the FCC/Legal sticker on the back of the iKeyp unit.

Where do I find the 8-digit security registration code?

This is ONLY located on your registration card and after set-up we HIGHLY recommend that you store the registration card in a secure place hidden away (but never inside your iKeyp Pro) and it is also recommended to store this with at least one of the backup keys.


The mobile app is installed on my smartphone and the iKeyp is connected to the internet, but I am not getting any notifications?

If the iKeyp App is open on your smartphone, you will not get system notifications (alerts and reminders), but the notifications will still always appear in the app.

-or-

If the iKeyp App is closed on your smartphone, and you are not getting system notifications (alerts and reminders), you need to open the iKeyp App in “Settings” on your smartphone and ensure that “Allow Notifications” is on. If needed, please see the specific device for more information on how to enable application system alerts.

-lastly-

If either solution above does not work, delete the iKeyp App on your smartphone and reinstall it directly from either the App Store or Google Play. When installing, if prompted, make sure to click “YES” to allow push notifications for the iKeyp App.


I am having trouble downloading and installing the iKeyp App, what should I do?

To be safe, if having trouble, always delete the prior version or instance of an app before downloading a new one, even if that prior version or instance never worked properly.


My settings aren’t updating on the iKeyp Pro when I make the changes on the web portal, what am I doing wrong?

The iKeyp needs to have an active connection to the internet when the settings are saved. An active internet connection is confirmed when there is a solid blue Wi-Fi LED on the front of the safe. If there is not a solid blue Wi-Fi LED on the front of the safe, to wake up the safe, press any key such as the “CLR” key momentarily, and the iKeyp Pro will take a few seconds and the Wi-Fi LED will turn solid blue. If the Wi-Fi LED does not turn solid blue, please see the Wi-Fi Connection section for additional help.


What kind of “reset” options are there?

Soft Reset (always try this first)
Restarts device.  Keeps all settings including the latest firmware version installed.
Open the iKeyp Pro main compartment door, remove the battery cover for 5 seconds, reinstall/close the battery cover.

Hard Reset (try this if the Soft Reset does not work)
Soft Reset plus erases all of the stored Wi-Fi settings only.  Keeps the latest firmware version installed.
Open the iKeyp Pro compartment door, remove the battery cover for 5 seconds, press and hold down the “CLR” key on the keypad, reinstall/close the battery cover while continuing to hold the “CLR” key.  Once the battery cover is firmly closed, and you hear the lock motor churn, then release the “CLR” key, and you will hear the motor churn again and the LEDs will begin to light up.

Combined Reset (try this if the hard reset does not work)
Hard Reset plus resets the Wi-Fi Router and Modem.  Keeps the latest firmware version installed.
1) Perform a Hard Rest (as described above) and then 2) Cycle the power “off” and “on” for both your modem and wireless router according to the manufacturers instructions.  In almost all cases, this is simply just unplugging, waiting 10 seconds, and plugging back in your equipment.  In fewer cases, you may have just one device that is a combined modem & wireless router, and in this case, you only need to reset )unplug, waiting 10 seconds, and plugging back in) that single device.

Document Downloads

To download the iKeyp Pro Quick Start Guide, please click here.

To download the iKeyp Limited Warranty and FCC Statement, please click here.

Firmware Updates

Why does my iKeyp Pro need to update its firmware?

The iKeyp Pro has been built with the future in mind and has been thoughtfully engineered with the capability to update its firmware in real-time.  What this means simply is that the iKeyp Pro can be securely updated remotely with new features and enhancements as they are developed in the future.


How do I know if my iKeyp Pro is actively updating the firmware?

The Wi-Fi LED will be solid blue and the status icon will be flashing yellow/green.


How long does a typical firmware update take?

It usually takes about 2 minutes for the iKeyp Pro to automatically download and install the firmware.


How will I know if the firmware download has been installed?

You will hear the lock motor turn on when the safe has finished rebooting after a firmware download.


What is a firmware chunk?

The firmware is delivered to the iKeyp Pro over the internet in bunch of small individual data packages (“chunks”). These chunks are then assembled together for installation once they have been downloaded on the iKeyp Pro.


What if my iKeyp Pro gets disconnected from the internet during a firmware update?

The iKeyp will automatically attempt to download the remaining chunks of the firmware when it is next online. This can be manually triggered by pressing any key on the keypad to wake up the device (solid blue Wi-Fi LED).

Support Options

How can I contact customer support to obtain help with my iKeyp Pro?

  • Call
  • Chat
  • Email

Our Support Team can be reached at 1-800-485-8904 and is available 7 days a week between 8:00am and 11:00pm Eastern Standard Time. Live Chat is also available during those times and/or you can submit questions to our Support Team anytime by emailing support@iKeyp.com.


 What are my support options when I contact iKeyp customer support and what limitations may be in place?

  • Owner Support

Provides for “all access” to customer support options including remote unlock, adding a user, password resets, replacement of backup keys, etc and other high security interactions

  • Registered Support

Provides limited access to secure customer support options.  Include communication of some secure interactions through preauthenticated email addresses and texts for sending a factory unlock code to access the iKeyp.

  • General Support

Provides help with all non-secure information and assist in the communication of all public facing sales and support information.

Our Support Team can be reached at 1-800-485-8904 and is available 7 days a week between 8:00am and 11:00pm Eastern Standard Time. Live Chat is also available during those times and/or you can submit questions to our Support Team anytime by emailing support@iKeyp.com.


What is the expected response time to get a reply?

Expected Response Time for calls is 30 seconds or less, for chat it is 40 seconds or less, for voicemail it is 2 hours or less and for email it is 24 hours or less. These guidelines for an expected response are subject to change at any time and these timeframes are not intended to establish an SLA or obligation of any kind.

Return, Warranty and Other Coverage Info

What is your return policy?

You have 30 days from the date you received your device(s) to request a full refund or date of purchase if you purchased the device from a traditional retail store. You are responsible for covering the cost of return shipping. Once we receive back your product(s) and proof of purchase, you will be refunded the full amount of the returned device(s) to the original payment source used.


Where can I return the product?

Before you do anything, always call our customer support team first at 1-800-485-8904.  They can evaluate the problem, can give return instructions and issue an RMA label if needed.  PLEASE NOTE, IF OTHER THAN FROM IKEYP.COM, PLEASE DO NOT RETURN THE PRODUCT TO THE ORIGINAL PLACE OF PURCHASE.


Do I need an RMA label?

Yes, an RMA or Return Merchandize Authorization label allows us to process your return as quickly as possible and guarantees we can track your return once we receive it at our warehouse. Returning a product to our warehouse without an RMA is not recommended and there is no guarantee that we will find the return even if it is received in the mail by the warehouse.


Is there a warranty for the iKeyp Pro?

We offer a standard 1-year limited warranty, a copy of which can be downloaded here.


What if someone steals my iKeyp Pro?

Our physical security combined with the accompanying technology should prevent/deter unwanted theft. However, if your safe is stolen, please contact iKeyp support with 1) a copy of the police report including time of theft as well as 2) your iKeyp units serial number. With this information, iKeyp Support can verify the unit was in working condition with acceptable battery strength when theft occurred and we will replace and ship the unit free of charge.

Ecommerce, Store and Shipping Info

What are my shipping options? Do you offer overnight or expedited shipping?

We ship all orders via UPS Ground which generally takes 2-5 business days to be delivered from the time the order ships (Alaska and Hawaii deliveries may take longer).  To celebrate the launch of the iKeyp Pro, we are currently offering FREE shipping to anywhere in continental US, with reduced $15 per unit shipping to Alaska and $20 per unit shipping to Hawaii.   We do not ship to PO boxes under any circumstance.  If you need overnight or any other special handling delivery options, please contact customer service at 1-800-485-8904.


Will I be charged now or when my iKeyp Pro ships?

You will be charged as soon as you place your order.


Could you send me more information about payment security?

All credit card information is processed by a 3rd party company: Stripe. Your connection with our servers and Stripe is made through HTTPS, the standard protocol for handling sensitive information.


Where do you ship to?

Currently, we only ship to street addresses in the continental United States plus Alaska and Hawaii.  We do not ship to PO boxes under any circumstance.  International sale inquiries can be sent to info@ikeyp.com.


Will I receive an invoice for my iKeyp Pro?

After you place your order on shop.iKeyp.com, we will send you a purchase confirmation email. You can log into your iKeyp account to view order history and from there view a printable invoice.


When will my order ship?

We ship out orders Monday through Friday. All domestic orders placed through iKeyp.com before 12:00pm EST will ship the same day.  All orders place after that time will be processed the next weekday.


Can I add or remove items from an existing order once it is placed?

We cannot modify an order once it’s been placed. We offer a 30-day no questions asked return policy if you’d like to return any unwanted products once they’ve been delivered.


Are there additional fees involved?

All iKeyp’s currently come with a free companion mobile app.  There are no additional fees or subscriptions.