Defective or Non-Functioning Locks FAQs

Q: My locks freeze in the winter. What can I do?

A:

Lubricate your locks with Master Lock recommended lock lubricant 2300D. Master Lock’s lock lubricant 2300D is specially formulated to not only prevent your locks from corroding, but the formula also prevents moisture from condensing inside the lock, which greatly reduces the likelihood your lock will freeze due to cold weather. View proper care and service of Master Lock Products.

Q: The Wheels of my padlock are hard to turn, what can I do?

A:

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.

Q: The centre button of my 1500iEURD is stiff and gets stuck, how can I open my padlock ?

A:


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.

Q: I can not open my 1500iEURD padlock, what should I do ?

A:


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.

Q: My key no longer turns, what can I do?

A:
 
Your product is equipped with a disc cylinder which has the particularity to bring more security against picking. However, in order to insert your key into the cylinder, it is necessary that all the disks are perfectly aligned and that the key is fully inserted into the cylinder before turning it.
We invite you to try this on your Master Lock product and contact us if the problem persists.

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: My 1590EURD padlock dial is very hard to turn, what should I do ?

A:

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.

Q: I used my padlock outside and it deteriorated very quickly, can I get it replaced?

A:

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.

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: How can I fix a resettable combination lock that sticks from time to time?

A:

Lubricate your locks with Master Lock recommended lock lubricant 2300D. Master Lock’s lock lubricant 2300D is specially formulated to not only prevent your locks from corroding, but the formula also prevents moisture from condensing inside the lock, which greatly reduces the likelihood your lock will freeze due to cold weather. View proper care and service of Master Lock Products.

Q: How long does it take to receive a replacement lock once my warranty claim has been accepted?

A:

The time will vary depending on the type of lock, and whether your replacement needs to be custom-built. Generally, you should receive your replacement within 2-4 weeks.

Q: My lock was difficult to open, and it had to be cut off. Will Master Lock replace my lock?

A:

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.

Q: Will Master Lock reimburse me for my locksmith charges?

A:

Master Lock does not reimburse for locksmith fees and/or services.

Q: The combination of our locker locks are no longer functioning. Will Master Lock replace them?

A:

Master Lock combination locker locks have a limited lifetime warranty. If a product fails due to a defect in material or workmanship at any time during the life of the product, we will replace it free of charge. This warranty gives you specific legal rights, and you may also have other rights, which may vary, from state to state, province to province, country to country.

Master Lock is not liable for incidental or consequential damages. This warranty does not cover products which have been abused, altered, damaged, misused, cut or worn. Products over 10 years old will be evaluated and inspected for abuse, alteration, damage, misuse, and wear prior to warranty coverage.

To the extent permitted by law, MASTER LOCK COMPANY disclaims all other implied or express warranties including warranties of merchantability and/or fitness for a particular use.

Some governments do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Contact our sales assistant at +33 1 77 69 02 42 for further information or to initiate a warranty replacement. You will need to provide the lock model number, serial number, lock combination (if applicable), lock key number (if applicable), how the lock is being used and a description of failure. We may request samples for analysis if deemed necessary.