Combo Recovery Process
Please note that combo recovery is only possible on the products featuring a factory code, such as fire and water resistant safes or digital fire and water resistant security chests.
Do you have the completed Identity Verification Document?
For you and your product’s security, you’ll need an Identity Verification Document to recover your key and/or combo. This allows Master Lock to know who you are and prevents this information from falling into the wrong hands.
Note: the address on the Identity Verification Document must be the same as the ship-to address (the product's owner address).
Please follow the steps below to complete an Identity Verification Document.
- Download and complete the Identity Verification Document. Identity Verification Document - English (PDF)
- Have the completed Identity Verification Document legalized.
- Return to Master Lock/SentrySafe key and combo recovery webshop and continue the next steps to recover your combination.
Did you register your safe online?
Master Lock does not store your username or password. Please place your username and password in a safe and secure location. If you prefer a secure online storage option, we encourage you to visit www.registermysafe.com.
Combo Recovery Process
To start the process we need some information about your safe.
Provide us with your safe information
UK Toll Free Number**: 0808-234-2514
France Toll Free Number**: 0800-90-0766
Belgium Toll Free Number**: 0800-7-9429
Netherlands Toll Free Number**: 0800-0224-173
Germany Toll Free Number**: 0800-182-8461
Spain Toll Free Number**: 900-9-81073
Portugal Toll Free Number**: 800-8-11082
Calls From Other Countries: 001-800-828-1438
** Free of charge if called from a landline. Call from mobile phone may be charged, please refer to your mobile phone provider. Master Lock helpline is available from Monday through Friday, from 1:30PM to 11PM (GMT).
Process and Costs
Once your order has been received, it can take up to 10-15 business days before you receive your set of 2 keys.
It can take up to 7-10 business days for processing before your replacement combination is sent to you.
Upload Your Identity Verification Document
For you and your product's security, you'll need an Identity Verification Document to recover your key and/or combo. This allows us to know who you are and prevents this information from falling into the wrong hands.
We accept images taken from your mobile device. For the best results, place your Identity Verification Document on a flat surface with a dark background and good lighting.