Frequently Asked Questions

Q: I lost my safe combination, how do I request my factory combination?

A:  To recover your combination, you will first need to find your model and serial number.  
       Please click       
      Already know your model and serial number? Continue to the combination recovery process.  
      Please click  

Q: I lost my safe key, can I order a replacement?

A:   To order a key replacement, you will first need to find your model and serial number. 
       Please click 
        Already know your model and serial number? Continue to the key replacement process. 
       Please click  

       Note: For Fire Safes, Fire and Waterproof Safes and Document Safes a lock reference number is required. It will be a letter, a number, a letter and number, or “blank” (no letter or number), engraved/located on the silver cylinder of the lock.

I NEED HELP OPENING MY SAFE

Q: How do I open my electronic lock safe (with a key)?

A:   1.  Insert the tubular key into the lock.
       2. Turn the key clockwise (right). On older models a plunger may pop out.
       3.  Press the five-digit factory code, followed by program/enter button (does not
            apply to all models).
       4.  The green Proceed light or unlock symbol will appear.
       5.  Pull handle down, the door will open.

Q: How do I open my 3-digit dial combination lock (without a key lock)?

A1: For safe models purchased before 2012:

1. Turn dial in either direction to 0.
2. Turn dial LEFT three turns and stop at the first number in the combination.
3. Turn dial RIGHT stopping the second time on the second number in the combination.
4. Turn dial LEFT and stop at the last number in the combination.
5. Turn handle to open door (if no handle, pull door to open).
   • Turning the dial right (clockwise), the numbers will decrease (90, 80, 70, etc.).
   • Turning left (counterclockwise), the numbers will increase (20, 30, 40, etc.).

A2: For safe models purchased from 2012 to present:

1. Turn dial in either direction to 0.
2. Turn dial RIGHT three turns and stop at the first number in the combination.
3. Turn dial LEFT stopping the second time on the second number in the combination.
4. Turn dial RIGHT and stop at the last number in the combination.
5. Turn handle to open door (if no handle, pull door to open).
   • Turning the dial right (clockwise), the numbers will decrease (90, 80, 70, etc.).
   • Turning left (counterclockwise), the numbers will increase (20, 30, 40, etc.).

Q: My key doesn't work.

A: It is possible that some debris is caught in the lock of your unit. To open your safe, please follow these steps:

1. Check the engraved letter on your key and verify that it matches the engraved letter on the key-lock cylinder.
2. Spray a 3-in-1 oil into the lock. Master Lock Lubricant with PTFE or WD-40 oil work best.
3. Tap it lightly with a hammer.
4. Try the key again.

Q: How do I operate the key lock on my Sentry®Safe ​product?

A:  Door keys on our Fire Safe models is a secondary level of security.

      To open your safe door: Enter your combination with door key in an unlocked position.

      The door key when in the locked position (vertical), adds another level of security if your electronic code or dial combination was to be compromised.