Schlage Encode no longer supported?

What the heck, Ring? I bought a Schlage Encode a week ago, got it working with the Ring app, and then a few days ago the lock stopped working with the Ring app. I searched and found the below statement. This is infuriating. I bought my Ring doorbell and the Schlage Encode only because they would work together. Now they don’t? Please fix this ASAP. I don’t understand. Ring’s own website still markets the Schlage Encode as working with Ring doorbells.

“How to Update your Ring App to Use Schlage Encode Smart Wifi Locks
Beginning October 1, 2022, Schlage Encode Smart Wifi Locks are no longer compatible with the Ring app.”

https://support.ring.com/hc/en-us/articles/7644806667796-How-to-Update-your-Ring-App-to-Use-Schlage-Encode-Smart-Wifi-Locks

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Yah I just bought a Schlage Encode because it states on the website it is supported and does not require any smart hub or additional accessories.

I couldn’t connect. I called Ring support they told me I needed to buy a hub.
Going back and forth on email and Ring support says it is supported and doesnt require a hub.
The instructions to set up the encode doesnt work.

Frustrating.

Hey neighbors. The link shared in the original post does not work so I’m unable to see the article where you originally saw this quote. The Schlage Encode Smart WiFi Deadbolt is compatible with the Ring app as long as you have a Ring Doorbell or Security Camera and meet the following requirements:

  • Make sure you have the most recent version of the Ring app installed.
  • You will need an active Amazon account, and your Amazon and Ring accounts must be linked.
  • For a Schlage lock, you will need a Schlage account. If you do not have a Schlage account, you will need to set one up.
  • You will need to download and set up the Schlage app with your Schlage account.

After completing the above, you should be able to install the Schlage lock in the Ring app by using the steps under Set Up a Device. Choose the Locks & Access Controllers option and follow the prompts to finish the setup process. If you’re unable to complete the setup despite checking through the requirements beforehand, please give our support team a call at one of the numbers available here. If you are outside of the US, please visit here to see how to contact support.

All those steps were completed. The Schlage Encode lock is NOT an option when trying to set up a new device. The website states the Schlage Encode lock is certified to work with Ring app. It does not.

Also. I have called and spoken with support who first said I needed a smart hub. Then they said I didnt. Website says I do NOT need a smart hub.
Ring support unable to resolve problem.

Please fix your app or credit me for the cost of the lock.

@user27421 Do you have a Video Doorbell or Security Camera set up in your Ring app already? Additionally, can you please let me know which version of the Ring app you’re currently on? I see the below options when I choose Set Up a Device > Locks and Access Controllers in the Ring app.

I have a couple security cameras and the ring doorbell.
I have the most recent version of the ring app available. 5.54.1

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@user27421 Thanks for checking that information. Unfortunately there isn’t much more troubleshooting I can offer on this end since we are a public forum and you should have the Schlage Home option as everything appears to be up to date. My team gave me the following troubleshooting steps that may help, so I recommend trying them before reaching out to support in case it resolves the concern.

  1. Unlink your Ring account from your Amazon account.
  2. Remove the lock from the Schlage app if it has been set up there.
  3. Link your Ring and Amazon accounts again.
  4. Set up the lock in the Schlage app.
  5. Attempt set up in Ring app to see if you now have the Schlage Home option.

If those steps still don’t work, please follow up with our support team at one of the numbers available here so they can take a deeper look at this. I know you reached out to support before and received some unclear information, but this concern requires a more in-depth approach than we can offer on the Community. Feel free to reference the information and screenshots in this thread when you reach out.

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Unlinked and relinked.
Reinstalled app.
Called customer support - also emailing back and forth. They stopped responding when I asked for refund or credit.
None of the above works.

Waste of several hundred dollars…