Technical Support - Electronic Locks

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Primary Technical Concerns

Review of Primary Technical Concerns


Electronic locks present a myriad of problems ranging from customer error to actual lock failure. Most major problems with this type of lock are f course related to the electrical components. There are, however, three common problems, which patience and troubleshooting can normally solve. These problems are; side pressure, drive nut mis-alignment, loose connectors. For side pressure, apply moderate to hard pressure on the handle, towards the closing direction. Enter the lock code, while applying pressure, then turn to open. Other actions to take for side pressure include leaning into the door, shaking the door, and rocking the safe. Drive nut problems can occasionally be solved through repetitive entering of the lock code. Also, removing the keypad, and lightly tapping on the lockbox while someone enters the code will often times give access. A multitude of calls relate to the keypad not accepting entry. Most of these problems involve a loose connecting wire, or broken battery terminal. A lot of times, the problem is simply a dead battery.

Batteries are always the first to start with E-lock problems, and they must be Duracell Coppertop batteries. Beyond that, if the lock is making sounds, but not opening, be persistent. Even taking a 15-minute break, then trying the code again will often give access. 


If we can get every dealer to inspect safes upon arrival, so many problems could be averted. First and foremost, freight companies require a claim for damage to be file within 15 to 30 days of delivery. If the safe is not inspected, and damage noted on the bill of lading, there is not recourse down the line. Claims for freight damage need to be filed by the receiving party immediately upon finding damage.

Safes should be inspected prior to final sale. Selling product without at least a visual inspection seems to be something that would never happen, but it does. And the result is customers receiving damaged and faulty safes, which we have to trade out. This results in unnecessary freight, moving, and storage charges; at times in excess of $700.00 for a single safe.

Electronic Lock Instruction Downloads

Video Instructions on Electronic Locks

Electronic Lock Instruction Downloads

Frequently Asked Questions

  1. I just received my safe and do not know the combination for the electronic lock.
    If your lock has a S&G symbol below the (zero) 0 button the safe will open on 123456#
    If your lock says LaGard below the (zero) 0 button the safe will open on 123456
    If your lock has a clear and enter button the safe will open on 50-25-50

  2. I just received my safe, the keypad seems to accept entries correctly but the handle will not turn. Why?
    During shipment, vibration can cause pressure to be applied to the door bolts; this pressure may affect the lock. In most cases, you can access the safe by holding the handle hard counter clockwise/clockwise, depending on the model, entering the combination, then turning hard the opposite direction. Once inside, check for obstructions and pressure marks where the door bolts may be touching the interior. Ensure you have at least 4” of clearance in the front of the safe.

  3. I have entered my combination several times, and it doesn’t work. What am I doing wrong?
    The dial locks used by Heritage and Fortress safes are of the highest quality, which also makes them very sensitive. Accuracy is of great importance when entering a combination. The dialing procedures used should be as follows:
    1. Clear the lock by turning the dial four complete revolutions clockwise.
    2. With your first digit in mind, thru the dial counter-clockwise, passing the number three times and stopping on it exactly the fourth time.
    3. With your second number in mind, turn the dial clockwise, passing the number two times and stopping on the third time.
    4. With your third number in mind, turn the dial counter-clockwise, passing the number once stopping on it exactly the second time.
    5. Now slowly turn the dial clockwise until it comes to a complete stop.
    6. Finally, holding the lock dial in the stopped position, turn the door handle to open the safe. If a mistake, even by a couple numbers, is made during combination entry, you must start over.

  4. What happens if someone takes my keypad? Can they determine my codes?
    The keypad is a “dumb” input terminal. Your codes and security information are stored in the lock body inside the safe.

  5. How do I get into the safe if the user codes are lost?
    Heritage safe programs into every electronic lock a unique super master code.
    The super master code is serial number specific, which means no other safe has the same code as your safe. Using this code, we can reset the lock to factory default setting. Dealer’s can call the factory to obtain this code. Customers must fax in a notarized request and with the serial number, as well as proof of purchase.

  6. I have a dial lock on my safe, can I change my combination?
    The combination installed by Heritage Safe Company is unique to your safe. However, some customers do prefer to have a combination of their choosing. If you choose to have your combination changed, you will have to hire a certified locksmith to perform the service. This is not covered by our warranty. Also, to keep your warranty valid, you will need to provide Heritage Safe with your new combination so that we can enter it with you safe information. If choosing your own combination, please refer to our Combination guidelines.

  7. How often do I need to change the batteries in my electronic lock?
    Heritage safes uses both Sargent and Greenleaf, and LaGard locks on our safes. The Sargent and Greenleaf locks have two (2) different battery placements, our older safes could use two (2) batteries under the key-pad, and the newer locks will take one battery that slides up from the bottom of the keypad. The LaGard lock uses one (1) 9 volt battery under the keypad.
    We have also used a Kaba Mas lock in the past this lock also uses one (1) battery under the keypad. Heritage safe as well as the lock manufacture recommend the use of a Duracell© battery. We also recommend changing the battery on an annual basis.
    If your lock is not operating correctly, changing the batteries is always the first and best corrective measures. For battery change instructions please click here.

  8. My lock is becoming very difficult. It only opens occasionally; what should I do?
    The very next time you get your safe open, LEAVE IT OPEN! Locks almost always give “warning sings” that they are beginning to fail. This is a “big” warning sign. If your lock is not operating correctly, leave your door open and follow our trouble shooting guide. You will be able to create a problem ticket from this link and we will call you to troubleshoot the lock and see if we can identify the problem.
    The worst scenario is to have a lock fail with the door closed. In most cases, this requires the door to be drilled. If that happens, please open a SUPPORT TICKET.

  9. How should I clean and service my safe?
    The internal mechanism of the door is permanently lubricated, thus needing no maintenance. Occasionally, it may be necessary to lubricate the door bolts. To do so, extend the bolts completely with the door open. Wipe a small amount of oil on each bolt. We recommend cleaning your safe, with a soft cloth and ammonia free window cleaner. Avoid paper towels.

  10. Should I have to move the safe, are there any guidelines?
    The safe must always be handled with care. The internal relocker is designed to release if the safe   is jolted; this will cause a lockout resolvable only by drilling the safe. If you do have to move the   safe, it is strongly recommended to either have it professionally done, or at the very least, utilize the proper equipment.

  11. When should I use a dehumidifier with my safe?
    We recommend the use of a dehumidifier for long term storage in areas of high humidity and frequent temperature fluctuations. All Heritage and Fortress safes require circulation regardless of whether a dehumidifier is used. We suggest you place a spacer under the safe, and keep at least an inch space between the safe and surrounding walls.

These procedures are designed both for the dealer as well as the customer of Heritage/Fortress safes. It is strongly recommended that all safes be thoroughly inspected before accepting delivery. Safes that are freight damaged should not be accepted.

If you require additional assistance, please feel free to contact us via the web at [email protected].

Problem Ticket
Submit a Problem Ticket to our Support Team on the Problem Ticket Page.