HAVE YOU HAD A PROBLEM WITH YOUR SAFE?
If you have a problem with the safe, do not wait.
Here you can find answers to a series of FREQUENTLY ASKED QUESTIONS about the most common problems.
ABOUT THE INSTRUCTION MANUAL
ABOUT THE OPENING OR EMERGENCY KEYS
Go to a dealer in your area. In the “Technical Assistance” section of the website you can find the distributor nearest you.
The distributor will need to know the model and the serial number of the safe (indicated on the outside of the door, in the lower right corner). And, for security reasons, you will need to provide your DNI. It is likely that they will also request a copy of the safe’s purchase invoice.
For security reasons, our distributors do not have copies of keys. They must request them from the factory. Once the data is received at the factory, we will give the distributor an estimate of the time in which we will send the copies requested by the customer.
ABOUT OPENING THE SAFE
Open the safe with the emergency key.
Perform the process to record the new combination (see the steps in the Instruction Manual).
Confirm, without closing the door, that the safe opens with the new combination. DO NOT LEAVE THE EMERGENCY KEY INSIDE THE SAFE.
This occurs when an incorrect code has been entered a number of times, or when the safe has been out of battery power for a long time.
Allow approximately 5 minutes for it to unblock. If you remember the combination, try opening the safe.
If you do not want to wait, or do not remember the combination:
– Open the safe with the emergency key.
– Perform the process to record the new combination (see the steps in the Instruction Manual).
– Confirm, without closing the door, that the safe opens with the new combination. DO NOT LEAVE THE EMERGENCY KEY INSIDE THE SAFE.
ABOUT THE BATTERIES
If a red or yellow Led light comes on when a key is pressed, this indicates that the batteries are exhausted or about to run out.
If the safe has an electronic screen, the message “Low Batt” will appear on the display when the batteries are running low.
- Open the safe with the emergency key
- In the vast majority of cases, the batteries are located inside the safe (see Instruction Manual).
- Remove the cover of the battery compartment, take out the batteries, and check the condition of the contact points in the battery compartment.
- Insert the new batteries according to the polarity indicated on the battery compartment and rotate them (to ensure good contact).
- Press a key to confirm that the connection is good. Replace the cover.
- Recording the opening combination again is recommended (see instruction manual).
- Confirm, without closing the door, that the safe opens with the new combination. DO NOT LEAVE THE EMERGENCY KEY INSIDE THE SAFE.
ABOUT THE TECHNICAL ASSISTANCE SERVICE
If after checking the status of the batteries and changing the combination, the problem has still not been solved, and you think that technical assistance is necessary, proceed as follows:
o IF THE SAFE IS UNDER WARRANTY:
Fill in the “Assistance Notification” document, which can be found in the TECHNICAL ASSISTANCE section of our website.
Send the document and proof of purchase (receipt, invoice …) to
o IF THE SAFE IS NOT UNDER WARRANTY:
You can look, in the TECHNICAL ASSISTANCE section of our website, for the technical service in your area. Contact them to request assistance.
Have some information the safe at hand because you are likely to be asked for it: safe model, serial number (indicated on the outside of the door, in the lower right corner), if you have a user and emergency key, if you have verified whether the batteries are dead…
INFORMATION ON THE SAFE (MODEL, SERIAL NUMBER …)
- You can find the name or model of the safe in the Instruction Manual (provided with the product, or available on the website in the MANUALS section)
- The serial number is indicated on the outside of the safe door, in the lower right corner.
It is used to open the safe in those cases in which one does not remember the combination, or if the batteries are dead.
There are models that have an external charger, to power the safe in the event that the batteries run out.