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(852) 2340 2638
(852) 6625 9610
sales@guardasafe.com

  Frequently Asked Questions
1. How can I contact customer service?
2. Where can I find the key number?
3. I can't get my safe open.
4. My digital / fingerprint lock didn't work and I can't access my safe.
5. I forgot the turning sequence for my dial safe.
6. Help! I forgot my combination / personal code, what can I do?
7. How do I open my Fire & Water Proof Chest (Models 2011, 2017, 2037 and 2040)?
8. I need a replacement part for my fire & water safe, other than the key, where do I order them?

  1. How can I contact customer service?
  Please email us at cs@guardasafe.com or call us at (852) 2340 2638. Customer Service hours of operation are 10:00am - 10:00pm on Sunday to Tuesday. We well return your inquiry within 24 hours.
 
  2. Where can I find the key number?
  It's engraved on the key itself and on the lock cylinder.
 
  3. I can't get my safe open.
  In most cases you will need to use your override key for access to your safe. Please refer to your Operation Instructions on how to access your safe with the override key.
 
  4. My digital / fingerprint lock don't work and I can't access my safe.
  Try replacing the batteries. Once new batteries are installed, please refer to your Operation Instructions on how to program your new personal code / fingerprint. If this does not solve the problem, please contact our customer service for help.
 
  5. I forgot the turning sequence for my dial safe.
  Yes. Please do the following:
I. Turn the dial to the left (anticlockwise) 3 times to clear prior settings. Begin by placing dial on zero (0)
II. Turn the dial to the left (anticlockwise), passing the first number 4 times and stopping at that number.
III. Turn the dial to the right (clockwise), passing the second number 3 times and stopping at that number.
IV. Turn the dial to the left (anticlockwise), passing the third number 2 times and stopping at that number.
V. Turn the dial to the right (clockwise) and stop to the fourth number.
VI. Turn the handle upward to the right to open the safe.
 
  6. Help! I forgot my combination / personal code, what can I do?
  In most cases you will need to use your override key for access to your safe. Please refer to your Operation Instructions on how to access your safe with the override key.
 
    For our combination safes:
    If you need the recovering service, please contact our customer service for help.
     
    For Digital Safes:
    Please refer to your Operation Instructions on how to program your new personal code.
 
  7. How do I open my Fire & Water Proof Chest (Models 2011, 2017, 2037 and 2040)?
  Insert the key all the way and turn it counterclockwise (to the left), and press the black button to release latch.
 
  8. I need a replacement part for my fire & water safe, other than the key, where do I order them?
  Please contact our customer service for help.