Service & Support

FAQs

Q: I recently installed my deadbolt door lock, and it doesn't work. What should I do?

A:

Usually, if the deadbolt doesn't work there is a problem with the tailpiece. When installing, make sure the tailpiece is horizontal when inserting it into the retracted bolt. Additionally, the dimple on the thumb turn shaft must point down.

If these fixes do not resolve your problem, please contact our support team. You will need to include photos of your installation.

Q: How do I change the battery on my Biometric Padlock?

A:

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

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: 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: 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: How do I delete fingerprints from my padlock?

A:

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

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 do I open a Master Lock combination lock? What is the dialing sequence?

A:

To open a standard Master Lock combination lock (1500D):

  1. Turn the dial 3 times to the right and stop on the first number of the sequence.
  2. Turn the dial to the left, past the first number of the sequence, and stop on the second number.
  3. Turn the dial to the right and stop on the third number of the sequence.
  4. Pull up on the shackle.

Watch the instructional video.

How to open a Standard Combination Lock (1500D)

Q: How do I add fingerprints to my padlock?

A:

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.

Q: How do I change my preset combination code?

A:

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

Q: I've lost the Master Lock reset tool for changing the combination on my lock. How can I get a new one?

A:

As a courtesy, Master Lock customer solutions group can issue you a replacement tool free of charge. You will need to supply the model number or an image of your lock. Please contact us to submit your request.

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.

How-To & Instructional Videos

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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