Q: How do I change the batteries on my safe?

A: This will vary depending on your model number. Learn more.

• Don’t know your model number? Find it here.

Q: What kind of batteries should I be using in my SentrySafe?

A: For most Sentry Safe models, we recommend the following:

• Refrain from using rechargeable or Non-Alkaline batteries
• Use quality name brand batteries
• All batteries have expiration dates on them. Ensure those dates are as close to 10 years out from current year as possible.
• When changing batteries do not mix battery brands (for example, all 4 batteries should be Duracell).
• When replacing batteries, do not mix old batteries with new batteries. Replace all batteries at the same time.

A: For all FP and FPW Sentry Safe models, we recommend the following:

• Use CR 123 lithium batteries.
• Refrain from using rechargeable or any other type of non- CR 123 lithium battery.
• Use quality name brand batteries.
• When changing batteries do not mix battery brands (for example, all 2 batteries should be Duracell).
• When replacing batteries, do not mix old batteries with new batteries. Replace all batteries at the same time.

Q: What type of protection is offered on Sentry®Safe products?

A: Sentry®Safe products are tested by Underwriters Laboratories (UL) to ensure they meet stringent standards for performance as claimed. Learn more about our UL classified products.

Sentry®Safe also offers Electrical Testing Laboratory, which is a division of Intertek Group, specializing in electrical product safety testing and performance testing. They are an independent testing and verification organization that tests to manufacturers specifications. More information is available on www.intertek.com.

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.

Already know your model and serial number? Visit our Lost Key or Combination Website.

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.

Already know your model and serial number? Visit our Lost Key or Combination Website.

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.

Q: I lost my key or combination.

A: To recover your combination or order a key replacement, you will need to locate your model and serial number.

If you already know your model and serial number, visit our Lost Key or Combination Website.

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

A:

1. Insert the tubular key into the lock to the left of the key pad.
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: To open your key lock: Insert the key into the lock cylinder, and turn the key clockwise.

To lock your safe: Insert the key and turn the key counterclockwise.

Sentry® Safe has many types of keys. If you are still having trouble operating your key lock, locate your model and serial number and contact customer support for further assistance.

Please call 800-828-1438 for Customer Support, Monday–Friday, 8:30am-5pm.

Q: Why doesn't the door key for my Fire Safe open the door?

A: Door keys on our SF and SFW models are 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.

Q: What does the Fire Protection Limited Reimbursement Guarantee include?

A: The Fire Protection Limited Reimbursement Guarantee is an additional dollar level of protection offered on our safe models.

You must complete the insurance registration card, and mail that in to initiate this additional protection for your safe contents. In addition, it must be renewed on an annual basis to remain active. Annual updates will be mailed once you have registered.

SentrySafe’s insurance provider will reimburse you for the fair market value of the valuables lost in a fire in your Sentry®Safe Fire Safe up to $50,000 (US Dollars) for model numbers starting with SF, SFW, and STW. Please see insurance registration information included with the Safe for full terms and conditions.

Reimbursement is provided for a direct physical loss caused by fire and excludes consequential, damage i.e, melting, water, etc. – subject to the limitations on the completed registration form.

This Fire Protection Limited Reimbursement Guarantee does not cover loss due to theft. This reimbursement is excess over any valid and collectible property insurance carried by the owner of the safe.

Q: Does Sentry® Safe offer a Lifetime Warranty?

A: Yes. Sentry®Safe offers a Lifetime Warranty for After-Fire Replacement. If your Fire Safe product is damaged by fire, and you are the original owner, Sentry®Safe will ship a replacement to you, free of charge.

To report fire damage and request a replacement, please contact us with the following information:

• Your name and address
• The model and/or serial number, accompanied with any photo(s) of the burned unit
• A description of the fire, along with a copy of the fire department report and insurance report

Sentry®Safe
800-828-1438
Monday – Friday: 8:30am – 5:00pm (CST)
customerservice@sentrysafe.com

Q: What does the Sentry® Safe Limited Warranty include?

A: Sentry®Safe provides a limited warranty for all the products¹ we manufacture valid for 1 year from the date of purchase.²

This warranty primarily covers structural and mechanical defects due to faulty materials or workmanship. Please consult your owner’s manual for additional details about your safe model.

1. Limited warranties are not included with Cash and Key box safes.
2. A dated receipt is required as proof of purchase.

Q: Does bolting down my Safe void any fire or water protection?

Rest assured that the Safes fire protection IS NOT compromised when bolted down per the owner's manual, even if the bolts are later removed. However, Safes are NOT water resistant once they are bolted down. We provide bolt down kits for owners that are primarily concerned about their Safe being stolen and choose to forego water protection in favor of enhanced security.

Q: How does a plastic Safe provide fire protection?

The fire protection is provided by the proprietary insulation mixture that is inside the plastic “shell”. During a fire the outer surface melts away, but the insulation inside forms a solid case protecting the contents from the extreme temperatures as shown in this video (about 22 sec mark). For a more technical explanation, please watch this video.

Q: What is the White powder on my safe (chest, file or safe)?

Sentry’s patented insulations, which make Sentry™ Safe Fire-Safe products UL classified are concrete-based. It is not unusual for dried concrete dust to be evident on your safe as a result of the manufacturing process and vibrations during shipping. Any such dust can be easily wiped from the chest, file or safe with a damp cloth (use a soft-bristle brush if needed) and we believe poses no health hazard to our customers.

Q: What is a dual key?

A dual key prevents other users from accessing the safe even if they know the combination.  It prevents the primary lock from functioning.  It is not an override key for a lost combination. 

Q: What is a dual key used for?

Imagine you own a small business and you have a safe that gets accessed by multiple employees – they all know the combination.  If you want to prevent access at night or any other time, use the dual key.  It will disable the primary lock so that even other users that know the combination cannot open the safe. 

Q: Can I use the dual key to get in if I forget or lose my combination?

No.  The dual key will not, by itself, unlock the safe.  The dual key must be in the unlocked position and then the safe combination needs to be entered.