FAQ's

Frequently Asked Questions

We have compiled videos and troubleshooting techniques to help you solve problems, and get the most out of your safe. If you could not find a solution to your problem please contact our team at 801.224.7233 or toll free at 801.821.5216

1. Electronic Lock FAQ's
2. Mechanical Lock FAQ's
3. Door Handle FAQ's
4. Key FAQ's

When you're ready to build your vault click the button below.

Electronic Lock FAQ's

How Do I Change the Batteries?

Remove the keypad from plastic base by pulling straight out, keypad will be attached by a wire. Remove old battery and replace. Push keypad back into plastic base and test.

Do I lose my combination if I change the battery or if the battery dies?

No, your combination is stored within the locks computer and will not be affected if you change the battery or if the battery dies.

Can an electronic lock be installed on the safe?

Most mechanical locks can be swapped out with an electronic lock. To verify if your safe can have an electronic lock installed call technical support at 801.224.7233 supply your safes serial number and a member of our support team will be able to verify if your safe can have an electronic lock installed.

Is there a backup way to get into the safe if my batteries die?

For added security there is no other way to get into the safe. However, the battery compartment is located on the outside of the safe so you can still change the battery and regain access to your safe, even if it dies. The combination will remain the same.

How long does the “lock-out mode” last?

Lock-out mode lasts five minutes. Refrain from pushing buttons while the battery connects or the timer will reset.

How do i add or remove combinations

Please watch the video below

Adding and Removing Codes

Procedure for removing and adding codes to the S&G titan lock

Mechanical Lock FAQ's

Combination Will Not Open the Safe

Check lock-bolt pressure. Some free play should exist in the handle, left to right. Redial the complete combination stopping at "0" (before reaching "87"). Hold dial on "0" while rattling the handle left and right. Then turn the dial right until it stops at about "87". PLEASE NOTE: If your lock still does not open, it is possible that one or more of your numbers may be off slightly from those shown in this manual. The combination number may have shifted slightly during shipping. Try dialing 1 up or 1 down from each number in the combination.

Combination Dial is Tight or Will Not Turn

Verify that the key-lock is unlocked (jagged edge of key will be facing up) before attempting to turn dial. Check lock-bolt pressure. Some free play should exist in the handle, left to right. Bolt pressure may be due to out of place interior shelves or improper personal storage. Make sure the door is completely closed and the locking bolts are in the fully extended position. Normally dial tightness varies from safe to safe. Tightness of dial may increase or decrease as dial is being turned.

Can I replace the digital keypad with a mechanical lock?

Digital locks provide secure and fast access to your valuables. Safes with digital keypads cannot support a mechanical lock because they lack specific features to guarantee protection.

Does my warranty cover me if I lost the combination to my safe?

The warranty does not cover lost or forgotten combinations, improper opening procedure, and weak or dead batteries. Electronic and EMP locks carry a one-year warranty for labor and a lifetime warranty for parts.

I dialed in right, I have the right combination, but my safe still wont open.
What do I do?

Try the following if you have an S&G spin dial:
1. The dial is not turned hard enough to the right for the #5 step listed in the How do I dial In? answer above. It MUST be at 85 or 86 to be at a complete stop.
2. Fire lined safes have a stiffer moving handle when opening it due to the clamping action, so some people don't push the handle down hard enough (in step #1 listed above) before starting to dial in.
3. If the dial came to a complete stop, you must pull the handle bar hard enough to open it. When we ship out, we put a piece of felt on the bottom corner of the safe door to make the door extra tight, therefore, more difficult to open the first try. No need to "baby" the handle bar on a Sturdy Safe, it will shut and open like a bulkhead. If trying that didn't work, try the following:
4. Add a number to each original combo number and dial in.
5. Subtract a number to each original combo number and dial in.
6. Dial in normally, but stop on your last combo number. Then, jiggle the handle up and down (kinda hard), then ball your hand in a fist and hit right below the dial hard, without hurting yourself. Slowly move the dial to the right and hopefully it will come to a complete stop. If trying #4-#6 worked, give us a call so we can further assist you. 801.224.7233

Mechanical dials are confusing, how do I open my safe?

Please watch the video below

Dialing a Common 3-Wheel Lock Combination

Dialing a Common 3-Wheel Lock Combination

Door Handle FAQ's

Why is the handle pointing in a different direction than it used to be?

The handle has a built in clutch mechanism. When the handle is forced it will slip left or right. To reset it simply force it back to it's original position when locked.

The handle on my safe is free spinning. What happened?

This almost always occurs because the shear pin has broken, which it is supposed to do when approximately 150 lbs. of pressure is applied. You can contact the safe department at 801.224.7233 and they will send you a new shear pin. If the safe is locked, the safe department can e-mail or fax instructions on how to open the safe.

Combination Works but Handle Will Not Turn

Verify that the dial has completely stopped (turning to the right) on or about "87" before turning the handle. Corner protectors (packaging material) may cause undue pressure on the locking bolts. To alleviate the pressure push in on the door while pulling out and turning the handle to open the safe. If the handle turns partially the bolts may be jammed or caught up. Try rotating the handle back and forth (left to right) until the bolts free up. Use a cotton cloth and light oil to rub each chrome locking bolt on the open and hinge side of the door.

Combination Works and Handle Turns but Safe Will Not Open

Verify that the handle has been completely rotated in the open position before opening the door. Check the Allen set screw located on the front (center of handle under sticker) or side of the handle hub for tightness. Some safes are installed with a unique handle clutch mechanism. Improper personal storage or over tightening the door adjusting mechanism may cause the clutch to temporarily engage. Try pushing in on the door while pulling out and turning the handle. You may have to repeat this step several times until door is open.

Door Rattles When Shut

Adjust Door. Also, verify that the handle has rotated completely and that the chrome locking bolts are fully extended.

Door Will Not Shut

Verify that the lock is unlocked and the chrome locking bolts are fully retracted. Make sure the interior shelves are pushed back as far as possible, and that the floorboard is pressed down to the bottom of the safe floor. The handle should travel the same distance with the door closed as it does with the door open.

Door Shuts but Will Not Lock

Verify that the door is shut completely, the handle rotated completely and chrome locking bolts are extended to their locked position. Then rotate the dial to lock the safe. Verify that interior shelves are pushed back as far as possible, and that the floorboard is pressed down to the bottom of the safe floor. (For electronic locks see the next section.)

key replacement for vault

Key FAQ's

What is the purpose of the key-locking dial?

The key-locking dial on many safe models merely locks the dial and keeps the dial from turning so the safe bolts won't lock. It does not lock the door.

What if I lose my keys?

If you lose the keys to your key-locking dial, please contact us at 801.224.7233. You must have the serial number to your safe. It is found on the right side of the safe in the lower lefthand corner. You can find replacement keys for both redundant and mechanical locks are located in our accessory shop.

Call Us at 801.224.7233

We are constantly trying to improve our customers experience, if you were not able to find what you were looking for on this page please contact our team.

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    Orem, UT 84057

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