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What is the model number of my safe?

The model number is the last 4-5 digits on the serial number. For smaller safes that do not have serial numbers, the model number can be found on the operating manual.


Where will I find the serial number?

The serial number is normally located on the bottom right front corner of the safe. Some smaller safes do not have serial numbers, only key numbers located on the front of the lock.


Where will I find the key number?

The key number is normally located and engraved on both the key and the key cylinder lock.



What type of batteries does my safe require?

Generally, most safes require regular (4) AA alkaline batteries. Please do not use rechargeable or lithium batteries as most lithium batteries produce twice as much voltage as alkaline batteries causing the digital to malfunction or not function at all.


How often should I change the batteries in my safe?

Batteries should be replaced with a fresh set at least once a year. However, if access to the safe is made on a regular basis then replacement should be made more often. Please do not mix old batteries with new batteries.



I forgot my combination, what do I do?

Do the following:

If you have access to the operating manual that came with the safe, the combination will be listed inside.

If you cannot find the operating manual, kindly download the Service Form for instructions for requesting your combination.


I lost the keys to my safe, what do I do?

Kindly download the Service Form for instructions for requesting key duplicates.


I opened my new safe and there were no keys.

Do the following:

If the safe is a combination safe, you need to have the proper combination entered to open the safe and the keys would be inside.

If you really cannot find the keys, please contact customer service at + 632 8 871 0624. You will need to provide the model, serial and key numbers of the safe for security information, additional information may be requested.



I received my safe locked and need to know how to open it?

Depending on the type of safe, it can be opened as follows:

Digital safes with an override key can be opened using the key. See operating manual for location of key lock.

Combination safes need to have the proper combination entered and then opened using the companion key or latch/handle.


I can’t get the safe open when I enter the combination provided with the safe.

Make sure you follow the instructions for entering the combination numbers exactly as outlined in the operation manual. If problems continue, contact customer service at + 632 8 871 0624 for assistance.


When I enter my pass code into the digital keypad, it will not open my safe.

Do the following:

Make sure you input the proper digital pass code

Check to make sure the batteries are in proper working order. Replace if necessary.

Make sure your safe is not in the factory lockout mode. This happens when you enter 3 unsuccessfull digital pass code. Wait a few minutes and try your pass code again.

If unsuccessful, contact customer service at + 632 8 871 0624 for assistance.


What does the message HoldO5 mean?

Almost all digital safes have built in security to prevent unauthorized access to the safe when the password is unknown. If the incorrect password is entered onto the keypad 3 or more times, the safe will automatically revert to the security lockout mode. This will prevent the continued entry of all passwords for at least 5 minutes. When the lockout period ends, continued attempts to enter a wrong password will put the safe back into a lockout mode. During this time access to the safe can only be made using the emergency override key.


I can’t get my key to turn when inserted into the lock.

Do the following:

Make sure that the number on the key matches the number on the lock.

Please use a lubricant oil like WD-40 on the key cylinder lock. Wait a few minutes and try to use your key again.

If unsuccessful, contact customer service at + 632 8 871 0624 for assistance.



I just received my safe and it appears to be damaged. What should I do?

Contact customer service at + 632 8 871 0624 and advise the representative what the problem is. If the problem cannot be corrected then you will be provided with information regarding repair or replacement of the safe.


Can I order replacement parts for my safe?

Depending on the safe, certain parts are replaceable and can be ordered. Contact customer service and be prepared to provide the model number of your safe and a description of the part needed. You will then be told if the part is covered by warranty and if not, what the availability and replacement cost is.


I noticed moisture in my fire safe. Is this normal?

Because most fire safes are air tight, moisture can slowly develop on the inside. This is especially true in regions of high humidity. For this reason, it is recommended that safes be opened at least once or twice a month to allow air to circulate and to also examine the contents. It is also recommended that 1 or 2 silica gel packs or a small dehumidifier be placed in the safe to help keep moisture buildup to a minimum. Another good idea is to place important documents (passports, certificates, deeds, etc.) into a zip lock type bag prior to placing in the safe.



Can my safe be permanently secured to a floor or wall?

Depending on the safe, the answer is yes. All Steel Security Safes and certain Fire safes include factory pre-drilled mounting holes. Included with these safes is also the necessary hardware needed to secure in place. However, depending on the type of installation required, additional hardware and/or the help of a professional installer may be required. You should refer to the operation manual provided with the safe and if you have additional questions, you should contact customer service.



What kind of warranty does my safe have?

Your new safe includes a 1, 3 or 7-year warranty, depends on the model of your safe, from date of purchase.


How do I get a warranty replacement for my safe?

If your safe is still covered under warranty, then repair or replacement will be made at our discretion. You should contact customer service at + 632 8 871 0624 and they will instruct you on the proper procedures to follow.


My safe was broken into and damaged. Is this damaged covered under the warranty?

The warranty does not cover damage caused by forceful entry into the safe.


If my safe won’t open due to a malfunction, will the cost of opening the safe be under warranty?

This depends on the nature of the problem and must be discussed with our customer service first. All reasonable claims will be quickly resolved.