Help! We can't get the key to turn in the hole. Any suggestions?
1957201
Ours hung up on it too. We took the cylinder out and used a knife and smoothed the housing. We scraped a little an put back in then repeat until it turns.....The lock cylinder hangs in the housing..it is not the key hanging in the cylinder.
1957202
Other possibility is that the two halves (indoor and outdoor) of the housing are pinching down on the mechanism when the two installation screws are tightened. Mine was like this and I added a thin washer to both the upper and lower screws between the two halves (installation is a little tricky...extra hands help). You can check for this condition by simply loosening the two installation screws to see if the key cylinder frees up.
823038
I had the same problem. This thing is very secure which is good unless the combination fails to work. I tried drilling the spot welds off the hinge which sort of worked but after much struggle and dull drills I finally just tore at the thing with a large screw driver and crow bar. After about 1/2 hour of struggle I finally got it open. I now use a key-lock key safe.
1819232
I noticed that the key must be in the right positon for that to be possible. I had a problem at first then realized the key was not properly positioned. Hope that helps.
1082904
Dont need a key... A small screw driver or knife will work. Just pop it in the hole and it will unlatch.
92340
Push it in line with the handle (as in, push from the tip of the carabiner toward the handle), and it will unlock. It took me a few minutes to figure that out, too ;)
1749573
Oh no! I wish I could help you but I have no idea. Did you be sure to slide the lever above the key hole after turning the key?
1467802
My husband has been fighting with his too for weeks now. He's tried re-setting several times with no luck. We have been manually opening our door ever since we bought this one!
2202080
You have to re-enter the code. In fact, you can't reinsert the box in its receptacle without re-entering the code. (Big Mack's answer appears to apply to a different model -- there is no knob to turn.)
892079
I just had the same problem. GRRRR What did you end up doing to get it open?
997033
If you haven't tried already, you need to turn the handle while you close the door. The bolts are supposed to go in. Have you set the new code? Perhaps there is a battery issue?
1973540
If you can still open the box, take it to a lock & key place. They should be able to redo the lock and make you a new key!Best of luck!
884184
On occasion I will have a problem getting mine to twist to unlock. I have not found a sure fire trick that will unlock it but find it is easier if I do not screw on the foam piece first and did use pliers to get a better grip when I just could not get it to turn. After the first time it happened and I didn't think I would ever get it unlocked now when putting it away I turn it just enough to catch the lock. If you can't get it open send it back as defective and get a replacement.
837658
Ours was half in and half out and the screw wouldn't turn. I called and they're sending a replacement. Hope it works.
422648
I would pray that I find the key, or use a blow torch, or just call the factory! Surely the manufacturer should be able to give you some serious guidance. Bummer!
1374495
this may not help much, but there was a push of the knob before turning to the secret number, which is on the bottom of the safe. it is tricky for sure, but once we got it, worked easily,however, once you get it open ...keys very hard to use. we bent the key trying to open. I wish I hadn't thrown away all the packing, to send it back. sorry
148828
We have the same problem. I have tried and tried to tighten the gate multiple times. All 4 sides are as tight as they will turn and still the gate does not latch. If you absolutely cAnt get it to work, I would return it. My husband threw away the box and so we couldn't.
1304217
lol, your better off than me. I lost my key. But it seems to me I had the same problem, and it turned out to be I just had the have the open and close handle in a certain position for the key to work. Play with that sequence and hope it helps.