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: What if my Select Access® Smart key lock box battery dies?

A:

If the battery dies while the lock box is closed, it can be unlocked using an external battery.

  1. If battery dies in locked position, locate battery jump contacts on the bottom of the lock box. (show illustration)
  2. Hold a new 9-volt battery underneath the lock box with the positive (+) and negative (-) terminals pressed against the jump contacts.
  3. While holding the battery in place, with an authorized mobile device within range of the lock box, press any keypad button on the lock box. If lock does not unlock, enter Primary Access Code on the lock box keypad.
  4. When lock box is opened, install a new CR123A battery.

Please note that after installing a new battery, the low battery icon will no longer display in the App after the lock box and App communicate with each other. However, it will take between 2 and 72 hours for the yellow LED to stop displaying on the lock itself.

For further help, please watch the video at the following link.

Q: How many locks or lock boxes can I add to my account?

A:

If you intend to assign access rights to more than 250 locks or lock boxes to an individual user, please first contact your Master Lock Sales Consultant or Master Lock Technical Support.

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: How do I change the battery?

A:

- Bluetooth Smart™ 4400EURD - Indoor - Instruction Video
- Bluetooth Smart™ 4401EURDLH - Outdoor - Instruction Video

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 from Monday through Friday, from 1:30PM to 11PM (GMT). More information can be found at our helpline.

Q: How can I get started using my Master Lock Smart™ padlock?

A:

Bluetooth Smart™ 4400EURD and 4401EURDLH - Instruction Video

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.

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