Service & Support

FAQs

Q: Can Master Lock keep a record of my combination or key number for me?

A: Master Lock provides an exciting online tool called masterlockvault.com that allows you to store up to five combinations and/or key numbers in a secure database. You can access your combos 24 hours a day, seven days a week.

Q: The password no longer opens the combination lock, I remember my password so it appears the lock is broken. What can I do?

A:

99% of the time the lock is working perfectly, but consumers have forgotten their combination. If you believe your lock is defective please visit our Contact Us Page and fill out the contact form. A customer service representative will contact you within 48 hours.

Q: Where can I buy Master Lock products?

A:

Master Lock products can be purchased at a wide variety of retail stores and distributors/wholesalers across North America, and featured products can be purchased on the Master Lock Website. View information for European countries.

Q: Is my product covered under any Master Lock warranty? How do I find that information?

A:

 Please follow these instructions to find your product warranty:

    1. Go to the keyword and product search in the upper right on masterlock.eu
    2. Enter your product number
    3. Go to the product detail page
    4. View the Product Warranty document in the Service & Support area

If you don’t know your product number, just search on your product type (such as "Door Hardware") and use the results to find your product.
If there is no "Product Warranty", then there is no warranty that applies to your product.

Q: How can I fix a Master Lock padlock that only opens occasionally or is difficult to open?

A:

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.

Q: What are your customer service hours?

A:

Master Lock helpline is available 11 AM to 8PM (GMT). More information can be found at our helpline.

Q: What if my lock battery dies?

A:

If the lock battery dies while the lock is closed, it can be unlocked using an external battery. See Unlock With External Battery.

Downloads & Related Information

Additional Support Tools

Customer Experiences

"One of our No. 176 locks received at least two rounds from a shotgun. We figure one round with Double 00 buck and another with bird shot. After two darn near point blank shots the lock is no longer usable via the combination or the key override. But your lock held tight!! I never thought that our locks would be put under such stress."
— Michael @ Missoula, MT   Full Story