FAQs

Lock Questions:

    1. How do I operate the mechanical dial lock?
    2. Can I change my safe's mechanical dial combination?
    3. I lost or forgot my combination to my dial lock. What do I do now?
    4. I lost or forgot my combination to my electronic lock. What do I do now?
    5. How do I change the batteries in my LaGard electronic lock?
    6. I lost my back up key. How do I get a replacement?
    7. I locked my backup key in my safe and the batteries in the lock are dead. How do I get in?


Troubleshooting:

    1. My safe won't open. What should I do? (Electronic Lock)
    2. My safe won't open. What should I do? (Dial Lock)
    3. My safe door won't close. What should I do?


    Moving a Safe:

      1. Can the door to the safe be removed?
      2. How should I transport my safe?


      Other Questions:

        1. How do I open my safe for the first time?
        2. How do I get a new owner's manual?
        3. Can I buy extra shelves?
        4. Is there any maintenance that I need to do for my safe?



        How do I operate the mechanical dial lock?

        Important Notes: 

              • Always turn the dial slowly and carefully.
              • Do not rotate past a number. If an error is made, start from the beginning.
              • Always view the dial straight on, not at an angle.
              • Use the Opening Index located at the twelve o’clock position.
          1. Turn the dial LEFT(counterclockwise), passing the first number in your combination three times. Then stop exactly on the number the FOURTH time around.
          2. Turn the dial RIGHT(clockwise), passing the second number in your combination two times. Then stop exactly on the number the THIRD time around.
          3. Turn the dial LEFT(counterclockwise), passing the last number in the combination one time. Then stop exactly on the number the SECOND time around.
          4. Turn the dial RIGHT(clockwise) until the dial stops completely. Then turn the safe handle clockwise to open the door.

          To lock the safe: Close the door. Turn the handle counterclockwise until it stops. Spin the dial FOUR complete turns either direction. Turn the safe handle to be sure the safe is locked.


          Can I change my safe's mechanical dial combination?

          Yes, the LaGard mechanical dial lock combinations can be changed. However, we highly recommend that a certified locksmith change your combination because if it is not done correctly then it could result in a permanently locked safe. Customers can do this themselves but it will void your warranty if not done by Tracker Safe or a certified locksmith.  


          I lost or forgot my combination to my dial lock. What do I do now?

          You can request your combination by calling Tracker Safe Customer Service at (360) 213-0363 Monday through Friday from 9am to 6pm Pacific Standard Time. When speaking with a customer service representative you will be required prove that you are the original purchaser of the safe and to show proof of purchase. You will also be required to provide the safe’s individual serial number (located on the safe & in the user manual). If you are not the original owner additional information / documentation from a lawyer or sheriffs department stating you are the new owner may be required. Tracker Safe will then provide you with the combination after all information is verified. This is required for your security.  


          I lost or forgot my combination to my electronic lock. What do I do now?

          If you have changed your factory set combination we will not be able help unless you had us put it on file.   Can the mechanical combination dial lock be replaced with an electronic lock and vise versa? This depends on the model of safe but in most cases yes we can swap lock types. The lock change should be done by a certified locksmith or a Tracker Safe representative. This can be done by the customer but will void the safe’s warranty.  



          How do I change the batteries in my LaGard Electronic Lock?

          1. If the batteries are not dead then open the safe and leave it open through the entire process.
          2. Remove the screw from the black plastic battery compartment located on the bottom of the lock (on outside of the safe).
          3. Remove the black plastic battery cover by pulling down on one side of the cover.
          4. The battery and the attached leads will drop down out of the compartment. However, if they do not, then gently pull the battery until it does. CAUTION: DO NOT PULL BATTERY LEADS OUT OF THE HOUSING!
          5. Unsnap the connector from the two battery terminals.
          6. Before installing the new battery, press and hold zero (0) on the keypad for ten (10) seconds.
          7. Connect a new 9-volt alkaline battery (Recommended brands: Duracell™, Energizer™, Eveready™)
          8. Push the battery and the leads completely into the compartment. CAUTION: BE VERY CAREFULL NOT TO PINCH THE BATTERY LEADS.
          9. Install the black plastic battery cover and screw. CAUTION: BE CAREFUL NOT TO OVER TIGHTEN.   


          I lost my back up key. How do I get a replacement?

          Tracker Safe dose not keep spare keys on hand. Tracker Safe may be able to order additional keys at an additional cost. Locate your key code number that is found on the small cylinder where the key goes into or on the key itself. Some keys may not be available because of discontinued safe models. Allow 2 to 6 weeks for ordering. For immediate access, you will need to contact a locksmith near you.    


          I locked my back up key in my safe and the batteries in the lock are dead. How do you get in?

          Tracker Safe’s recent B2 series locks come with an external battery supply that can be plugged into the lock from outside the safe. This will provide power to your lock so you can operate it and gain access. If your safe is not a B2 series lock then please contact Tracker Safe at (360) 213-0363 for more information.  


          My safe won’t open. What should I do?

          For safe with an electronic lock:
            1. Check to see if the safe is in “lock out” mode. Four (4) consecutive invalid combination entries will activate the “lock out” mode. Lock out mode is a five (5) minute long period where the lock will not accept any combination entries even if the correct combination has been entered. The LED light will flashes red at ten (10) second intervals. At the end of the lock out period, two (2) more invalid combinations will restart the five (5) minute lock out period.
            2. Dead or low battery may cause the safe not to open. Repeated LED flashing and beeping when you are inputting your combination indicates that the battery is low and needs immediate replacement. Make sure to look at the date on the battery before installing a new battery. Connect a new 9-volt alkaline battery (Recommended brands: Duracell™, Energizer™, Eveready™)
            3. If you input your combination too fast, or if you miss a button, or if you put in the wrong code the lock may not recognize the code. Slow down while inputting your combination. You will hear 3 beeps if you input the wrong code. To clear the lock, press any key until you hear 3 beeps, then start over with your correct code.
            4. Sometimes your door may not open after inputting the correct code. The locking mechanism may have too much pressure on the lock. Turn the handle(s) hard to the left (counterclockwise) then immediately right (clockwise). Try this a couple of times. Then turn the handle left and keep pressure on it in that direction while you input your combination. Then within 3 seconds of entering your combination turn the handle right.  


            My safe won’t open. What should I do?

            For safe with a dial lock: 
              1. The lock may not recognize your code if you do not land exactly on the number.
              2. Clear the lock and start over(4 turns to the left). Make sure you rotate the dial slowly and stop exactly on your numbers. Have your safe manual near by to check your combination and procedure.
              3. Sometimes your door may not open after doing your combination. The door may have too much pressure on the lock. Turn the handle(s) to the left (counterclockwise) keeping slight pressure on the handle until you are done inputting the combination, then turn the handles right to open your safe.  


              My safe door won’t close. What should I do?

              Look around the inside of the door and make sure nothing is interfering with the door closing or the bolts extending. Often the bolts may be blocked by shifted contents.   


              Can the door to the safe be removed?

              Yes, the door can be removed from the safe. However, it is not recommended. WARNING: Use caution when removing the door. It is very heavy and awkward to handle. It is recommended to have multiple people to help handle the door. The hinge pins may fall on the ground during this process. Make sure to replace them in the holes they came from. Clean and oil pins if necessary. Step 1: Open the safe door wide enough to remove. Step 2: Lift the door straight up. Tracker Safe is not responsible for any damages to the safe, property, or personal injury during the removal of the door.  


              How should I transport my safe?

              Empty your safe first. Caution: Never move a safe with any contents inside. This can cause severe damage to the contents being stored and can possibly cause the safe to be locked in the closed position due to shifting of contents internally. In the event that you have to move the safe, it is best to have a certified safe technician maintain the safe after moving.  

              Can I mount stuff on the door of my safe?

              WARNING: Modifying or changing the safe in ways that alter or effect the safe’s intended operation or use will void the warranty. Most of our safes come with an interior that accepts hook Velcro. It is not advised to screw into the fireboard because it can damage the martial. If you mount anything to your door make sure it does not interfere with its operation. Open and close door many times and insure proper operation before locking.  


              How do I open my safe for the first time?

              In most cases your safe will come to you in the closed and locked position. Remove packaging materials but DO NOT DISPOSE of them. Locate your owner’s manual on top of the safe or on the front of the safe. Locate your handles (if your model comes with them) in the packing foam or inside the safe. If you don’t see handles in the packing foam then they are located inside your safe. To open your safe, follow the instructions in your owner’s manual. Once your combination is complete turn your handle(s) or spindle to the right (clockwise) then pull door towards you. If your door does not open do the following:

                1. Look for white foam packing tabs in doors and remove if possible.
                2. Turn the handle(s) or spindle hard to the left (counterclockwise) than immediately right (clockwise) after inputting the correct combination.


              How do I get a new Owners Manual?

              To receive an owner’s manual, please click here.  A PDF copy will be available for electronic download.  


              Can I buy extra shelves?

              Most shelves are available for purchase. Look at your owner’s manual to find out what safe you have. To order call or email Tracker Safe at (360) 213-0363, info@trackersafe.com, Monday through Friday 9am to 6pm Pacific.    


              Is there any maintenance that I need to do to my safe?

              • For dial locks, we recommend a certified lock technician service the lock annually.
              • For electronic locks, we recommend that you change your batteries annually and inspect your keypad for un-usual wear. (For example, button numbers beginning to wear away or buttons not registering.)
              • Locking Bolts: We recommend that you lubricate the locking bolts annually with a little Vaseline™ or a petroleum based lubricant.
              • Locking Mechanism: The internal locking mechanism does not require yearly maintenance.   However, if there is a sudden or even small change in the feel or operation of the safe or lock, please contact Tracker Safe or a certified safe technician for immediate service. DO NOT LOCK YOUR SAFE if it is not operating properly. Failure to do so may lock you out permanently and a locksmith may have to drill into your safe.