Lost Key And Combination

Key and 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.

Key and Combo Recovery Process

To start the process we need some information about your safe.

Provide us with your safe information

Safe Information

Where do I find my model number, key number or serial number?

(*) Required Fields

*Model Number

*Key (Lock) NumberIf you can't identify the key number by viewing the key or lock, please contact customer care or email us at safes@masterlock.eu

*Serial Number

Set of 2 Keys: £28.00

Combination: £19.00

All prices include VAT.

What email can we send your combination to? *Email Address

*Confirm Email Address

Please review these terms and conditions

Your right to withdraw or cancel under relevant consumer laws (including the Consumer Contracts Regulations 2013) does not apply and may not be exercised in relation to orders made for 5 digit factory codes (which are personalised and unique to each lock/safe).

I confirm that I have read and understood the above statement.

I declare having read and accepted these general terms and conditions of sale.

Need Help?

Please contact us or email us at safes@masterlock.eu or call our helpline:

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.