Service & Support

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View instructions or instructional video on how to delete your fingerprints on your 4901EURDLH Biometric Padlock.

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The preset combination will be a series of four arrows which will look like the example code below (the preset combination is different for each lock):
←
↑
→
↓
The preset combination is in the plastic drawer at the back of the packaging.
 

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The 1500iEURD lock is sensitive and reads all movements; certain types of touch seem to work better for some users to help ensure the correct combination is entered.
Please try these suggestions:

1. Give the shackle two quick squeezes to "clear" it rather than two slow, deliberate squeezes.
2. In a quick manner, allow the button to move back to center mostly on its own, without over-guiding it.
3. Don’t allow the button to bounce past the center position or it will read the adjacent position as part of the entry.

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For wheels that are hard to turn, we recommend using a WD40 solution for cleaning or washing the moisture out of a padlock but a good lubricant needs to be applied afterwards.

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All Master Lock padlocks are warranted to be free from mechanical defects for the life of the product. If a mechanical defect occurs, we will replace it free of charge. See Master Lock product warranty.

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View instructions or instructional video for how to add your fingerprints and additional user fingerprints on your 4901EURDLH Biometric Padlock. You can add up to 10 fingerprints to enable sharing access with family, friends, or employees in a home, school or business environment.

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The security scale of our padlocks is based on several tests carried out in our Master Lock laboratory. The levels can help our consumers choose from the wide range of padlocks we offer. Depending on the value of the assets that need to be secured and the exposure to possible attacks, our consumers can choose between a high, medium or low security level product.  Each security manufacturer have there own security scales which may not be like for like.

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To set your own combination: (REMEMBER: Combination can only be set when lock is open.)

1. INSERT ‘reset’ tool (A) (enclosed in package) in hole on side of lock.
2. PUSH key in and TURN key 90° in either direction (key automatically stays in this position). Failure to exert force while pushing key in will result in a failed attempt to set or reset combination.
3. SET wheels (B) to desired combination.
4. TURN and remove reset tool. Lock is now set to new combination. BE SURE TO RECORD YOUR SECRET COMBINATION.

To Lock: SCRAMBLE the wheels and CLOSE the shackle.
To Reopen: DIAL your secret number and DEPRESS shackle.

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View instructions or instructional video on how to change the battery on your 4901EURDLH Biometric Padlock.

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You can securely store your combination or key number with us so that you never lose it. If you lose your key, the number can be used at a locksmith or a hardware store for a new one.

If you still have a physical key, you should be able to get it duplicated from a local hardware store or locksmith. If you don’t have a key to reference, then another option is knowing your key number to place a special order via a authorized distributor.

If both are not an option, then contacting a locksmith to open or remove your lock would be your resolution.

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A) My lock does not have a serial number:

To provide enhanced long–term security, Master Lock has discontinued imprinting a serial number on the lock body on combination locks sold through retail locations. For greater convenience, we encourage consumers to store their combination at our secure website, Masterlockvault.com, which is easy to use and offers 24/7 access. Unfortunately, we are unable to provide combinations for non–serialized locks. Please see examples of a serial number if you are unsure if your lock features one.

B) My lock has a serial number:

Please send your request to aftersalesmle@master-lock.fr and provide model and serial numbers.

Store your combination at Masterlockvault.com - a FREE service from Master Lock! The Master Lock Vault provides a safe & convenient place to store all of your confidential data for quick & easy access from your PC, iPhone, or any other mobile devices!

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The 1590EURD dial is sometimes more difficult to turn upon first use and loosens up after several full rotations. If it continues to prove difficult to turn after several rotations, please contact us.

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All Master Lock padlocks are warranted to be free from mechanical defects for the life of the product. If a mechanical defect occurs, we will replace it free of charge. See Master Lock product warranty.

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It may be possible that the lock is set to "no" combination. Please try resetting the lock again by following the instructions below:

1. Place lock in the open position.
2. On the back of the lock, slide the reset lever into the “up” position.
3. Insert the shackle into the lock and squeeze firmly twice to “clear” it.
4. Pull up on the shackle to open the lock.
5. Enter your new combination.
6. On the back of the lock, slide the reset lever into the “down” position.
7. Insert the shackle into the lock and squeeze firmly.
8. The lock will now open with the new combination.

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You can review the use of your padlock that Master Lock recommends through the product page. Unfortunately, Master Lock will not replace the product due to an incorrect use.

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If you recorded the key number, you may be able to get replacement keys from a hardware store or locksmith. If you didn't record the number, contact a locksmith to remove your lock.

Please note there will likely be a fee for this service.

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Instructions are available on our website www.masterlock.eu on the product page.

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To locate the lock's Activation Code on the instruction sheet included in the lock packaging:

1. Remove the instruction sheet from the box packaging.
2. The Activation Code is located on the upper left side of the instructions.

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View instructions or instructional video on how to change your combination on your 4901EURDLH Biometric Padlock.

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For wheels that are hard to turn, we recommend using a WD40 solution for cleaning or washing the moisture out of a padlock but a good lubricant needs to be applied afterwards.

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All Master Lock padlocks are warranted to be free from mechanical defects for the life of the product. If a mechanical defect occurs, we will replace it free of charge. See Master Lock product warranty.

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Watch our lock maintenance video or view our Care & Service guide. If your lock still does not function properly, it may be defective. Refer to our Warranty Information to find out how to obtain a replacement lock.

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Click on the PDF below that matches your lock model number for instructions on how to change/reset the combination:

• Model # 1500iD Speed Dial Combination Padlock
• Model # 1590 Precision Dial Combination Padlock

Note: Once the lock is set, there is no way to open it without the combination. Please make sure you record your new combination in a safe place.

Store your combination at www.masterlockvault.com - a free service from Master Lock! The Master Lock Vault provides a safe & convenient place to store all of your confidential data for quick & easy access from your PC, iPhone, or any other mobile devices!

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For security purposes, the only way to open the lock is to use the combination. Resettable combination locks have a combination that is assigned by the owner of the lock. Therefore, Master Lock does not have record of the combination that the owner set.

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The security scale of our padlocks is based on several tests carried out in our Master Lock laboratory. The levels can help our consumers choose from the wide range of padlocks we offer. Depending on the value of the assets that need to be secured and the exposure to possible attacks, our consumers can choose between a high, medium or low security level product. Each security manufacturer have there own security scales which may not be like for like.

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We appreciate your feedback and apologize for your inconvenient experience with this product. Indeed, your padlock is a TSA-accepted model so it is likely that the TSA screener may not have been adequately trained to recognize the red and white diamond logo on the lock.
We can submit a notice to the TSA and we would like the following information to complete the claims process.
These infomation will be sent to our licensor, Travel Sentry, and they will address the incident with the screener authority at the airport where the lock was cut.
• Date of travel:
• Name of departure airport:
• Airline, flight #, time of flight:
• Did the TSA place a "Notification of Baggage inspection" inside the bag (Y/N):
We would also like to replace the lock for you, so please confirm the model by number or photo.