Frequently Asked Questions

A: The key cover is located between the keypad and the knob. Gently press the top edge of the cover, and the bottom will automatically release, allowing you to remove it.

A: If you are unable to open the safe using the key, please follow the steps below to operate and troubleshoot:

1. Correct Unlocking Procedure

◆ Insert the key into the keyhole and turn it counterclockwise.
◆ Simultaneously (or immediately after), turn the dial clockwise to unlock the safe.

2. If It Still Won't Open, Troubleshoot in Order

◆ Verify the Number:
Confirm that the number on the key matches the serial number next to the keyhole on the safe.If they do not match, this key is not designed for your safe. Please contact customer service to have a dedicated key made.
◆ Check the Key and Lock Cylinder:
If the numbers match, inspect the following: Whether the key is bent, worn, or damaged. Whether there is any foreign object or debris inside the lock cylinder that may prevent the key from being inserted or turned smoothly.

3. Further Support

If the issue persists after following the steps above, please contact our customer service team. We will provide you with further technical support or repair solutions.

A: If you are unable to open the safe using the passcode, please follow the steps below to operate and troubleshoot.

1. Ensure Power Supply and Try the Default Passcode Install 4 AA batteries into the battery compartment inside the safe and close the door securely.

If no custom passcode has been set, enter the default passcode 159# (please refer to the manual included with your safe for the correct default code).
When entering, ensure each keypress registers and note that the "#" key must be pressed last to confirm the input.
If the keypad lights up green, immediately turn the dial clockwise to unlock the safe.

2. Troubleshooting Based on Keypad Indicator Lights

◆ Red Light: Indicates the passcode is correct but the battery power is low. Please replace all batteries with new AA batteries and try entering the passcode again.
◆ Yellow Light: Typically indicates an incorrect passcode. Please reset your passcode following the instructions in the manual and try unlocking with the new passcode.
◆ Green Light But Safe Won't Open: Ensure the dial has been turned fully clockwise.
◆ If the issue persists, please contact customer support for assistance.

3. Further Support

If the problem continues after following all the steps above, please contact our customer service team and provide your safe model and a description of the issue. We will assist you with further diagnosis or repair arrangements.

A: The external battery box serves as a backup unlocking tool. It is typically used when the key is unavailable or when the safe has no internal batteries installed.

To use the external battery box:
1.Install 4 AA batteries into the battery box.
2.Connect the circular cable connector of the battery box into the small port at the bottom of the safe's front panel.
3.Enter your password to unlock the safe.

A: To reset your safe password, please follow these steps carefully:

1.Prepare the Safe: Ensure 4 AA batteries are properly installed in the safe's battery compartment.

2.Enter Reset Mode: Open the safe door and locate the small red reset button above the interior hinge. Press and hold this button until you hear a confirmation beep. The keypad light will then turn a steady yellow, indicating the safe is in reset mode.

3.Set New Password: Enter your desired 3 to 8-digit new password. The yellow light will flash once to acknowledge the first entry.

4.Confirm Password: Re-enter the exact same password a second time. If the two entries match, the keypad light will turn green, confirming your new password is set.

Troubleshooting:
◆ If the password does not set successfully, first verify that the batteries are fresh and properly installed.
◆ Repeat the entire reset process from the beginning.
◆ If the problem persists, please contact our Customer Service team for further assistance.

A: To silence the audible sound of the electronics, press “*633”

◆ To turn the sound back on, press “*66”

A: When closing the safe, please remove the key and return the knob to its original position. The safe should then lock. If the safe can still be opened without a key or password after completing the above steps, please contact customer service for assistance.

A: If you press the reset button but do not hear a beep and the keypad lights do not turn on — yet the keypad still allows you to enter the password and unlock the safe — you may try the following steps to check the internal connection:

1.Use a screwdriver to remove the screws that secure the back cover of the safe.

2. Locate the wire connected to the reset button.

3. Gently unplug this wire and then firmly reconnect it to ensure the connection is secure.

4. If the issue persists, you may carefully try plugging the wire into a different available port on the circuit board (if present). This can help determine whether the problem lies with the wire/button or the main board.

5. After reassembling, press the reset button again to see if the function is restored.

If the reset button still does not work after these steps, please contact customer service for further assistance.