Request Safe Service

If your safe is not working properly, there are a few things you should try before you call anyone for help.

  1. If using an electronic lock, ensure you have a recently manufactured alkaline (not lithium) Duracell or Energizer battery installed. You will know when it was manufactured by the expiration date – a new one will expire about 5 years into the future.
  2. If your dial starts to not open reliably, try changing the last number by increasing it by 1/2 a digit. If that doesn’t work, try the same thing, but increase the number by 1 digit. Continue doing this up to 2 digits from the original combination. If that doesn’t work, try decreasing the last number in 1/2 digit increments up to 2 digits less than the original number. If that works, as long as the number does not continue to drift, you can just use the new code. If the code continues to drift, call support before a more serious issue arises and the safe needs to be drilled open. (Tip: do not spin the dial too fast, as it causes wear on the internals).
  3. If your door does not close all the way, remove all the contents. Check the shelves to make sure they are flush against the back wall of the safe, and not hitting the door. Make sure there are no small items blocking the door, such as a paper clip, bag, paper or a magnet.
  4. If the door is dragging on the bottom, some doors have an adjustment screw under the hinge(s). Try adjusting the hinge to raise the door a bit.

If none of the above tips work, or you have another issue, please call us at: (888) 383-2721.

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