At Master Lock, the health and safety of our associates is always a priority. During this rapidly evolving time, we’re taking the necessary precautions to help reduce the spread of COVID-19 in our communities and our facilities while continuing to meet our customers’ needs. For the latest information and resources regarding COVID-19, please visit the World Health Organization website.

2 Wheels FAQs

Q: Where can I find the instruction sheet of my Master Lock product?

A:

The instruction sheet is located inside the packaging.

Q: I lost the keys for my lock. Is it possible to obtain new keys?

A:

It may be possible to obtain replacement keys for your lock ONLY if you know the key number. The key number is stamped on the original keys provided with your lock. If you do not know the key number, it is possible to obtain additional keys from a locksmith who can impression your lock. If you do know the key number, go to a locksmith or local hardware store to order keys. Please note that the locksmith will charge you a fee for this service. Not all Locksmiths, Hardware Stores or Home Centers offer this service; please phone ahead.

Q: How can I have 24-hour access to my combination?

A:

You can store your combination and/or key numbers 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!

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: What is the product warranty?

Q: How do I set or reset the combination on my bike cable lock model 8221, 8231, 8120, 8190, 8226?

A:

Please follow the steps outlined below: 

  1. This lock is preset to operate at 0-0-0-0.
  2. To set your own combination, dial the combination wheels to 0-0-0-0 and withdraw the lock.
  3. Turn the knob 90 degrees in a clockwise direction to the designated position.
  4. Now set your own combination, make sure the numbers are lined up with the marks.
  5. Once you have selected your combination numbers, turn the knob back to the original position in a counterclockwise direction.
  6. The reset operation is now complete.

Q: Where can I buy Master Lock products?

A:

You can find Master Lock products in most DIY stores, and in a selection of mass market stores, hardware stores, sporting good stores, web stores and professional resellers. See our Where to Buy section to find your nearest point of sales.

Q: I have lost my lock instruction, what should I do ?

A:

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

Q: I've lost the keys that came with my lock and I do not know my key number. Can I send my lock to Master Lock to have keys made?

A:

Without the key number, there is no way for Master Lock to know which key will open your lock. There is no such thing as a "Master" key that will open all Master Lock products.

Q: How can I obtain my lost combination when my lock is attached to my locker, bike, cabinet, etc.?

A:

For security reasons Master Lock will not provide lost combinations if the lock is attached to anything.

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: How do I set or reset the combination on my bike chain lock model 8392?

A:

Please follow the steps outlined below: 

  1. This lock is preset to operate at 0-0-0-0.
  2. To set your own combination, dial the combination wheels to 0-0-0-0 and withdraw the lock.
  3. Turn the knob 90 degrees in a clockwise direction to the designated position.
  4. Now set your own combination, make sure the numbers are lined up with the marks.
  5. Once you have selected your combination numbers, turn the knob back to the original position in a counterclockwise direction.
  6. The reset operation is now complete.

Q: We are interested in purchasing locker locks. How may I obtain a quote?

A:

Send a note to our E-Commerce Team. Include your name, address, phone number, the model number of the lock you are interested in, the key number if you have an existing system, and the quantity. Your note will be forwarded to the Master Lock Sales Representative in your area.

Q: The carrier bracket does not fit my bike frame, what can I do?

A:

Please send your request to Master Lock 

Q: Can I buy additional keys for my lock directly from Master Lock?

A:

Master Lock does not provide keys directly to consumers; however, you may take one of your keys to a local hardware store, home center or locksmith where they can cut duplicate keys. Please note that not every store will have the appropriate key blanks available. Please call ahead.

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

A:

Lubricate your locks with Master Lock recommended lock lubricant 2300D. View proper care and service of Master Lock Products.

Q: I just bought a combination lock and I cannot, despite following the instructions, change the factory combination 0-0-0-0. What should I do?

A:

To change the factory combination:

  1. Set the combination wheels to 0-0-0-0 and push the ‘reset’ button located on the reverse of the base.
  2. Reset the combination wheels to the desired combination making sure the numbers are lined up with the delta marks.
  3. Then press the release button situated on the left, the new combination is now set.

If it still not working, please specify the step you are stuck.

Q: I have lost the instruction sheet to mount the bracket. Where can I get a copy?

A:

Instruction sheet to mount the bracket:
For U-bars:
-Model # 8170
-Model # 8195, 8274, 8285, 8279 
-Model # 8196 
-Model # 8238 
For cables:
-Model # 8232
-Model # 8120, 8130, 8190, 8121 

Q: Can I order a new lock that will work with my existing key?

A:

It may be possible to order products that can be opened by an existing Master Lock key. Take your existing key and lock to a hardware store (Ace, True Value, Do it Best, etc.), locksmith or other outlet that sells Master Lock products. Ask them to order the product with the same key number that is on your key. Please call ahead, as not every retailer will provide this service.

Q: I've lost the combination to my "Set-Your-Own" combination 2 wheels lock. How can I get it?

A:

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. 

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: Screws / nets are missing on the bracket set. Where can I get them?

A:

Please send your request to Master Lock

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: Can Master Lock reset my "Set-Your-Own" combination lock and send it back to me?

A:

Unfortunately, your lock is a "set-your-own" combination lock. Once you have set the combination, we cannot reset it for you!

Q: My key snapped in the lock when I tried to open it. What should I do ?

A:

Please contact us under the lifetime guarantee against mechanical failure we will replace the product.

Q: How are security levels set?

A:

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.

Q: Someone was playing around with my resettable combination lock and accidentally reset the combination. Now, I don't know the correct combination. Is there any way to reset this lock back to "0" and assign a new combo?

A:

Unfortunately, this lock is not resettable without knowing the combination that was assigned by the owner. It's most likely that you will need to purchase a new lock.

Q: How can I fix a Master Lock lock 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: My hardware store no longer provides key replacement service. What should I do now?

A:

Occasionally, a store will stop offering this service due to lack of demand or time constraints. In this case, we suggest calling a locksmith who is used to handling this type of request. To save time, always call ahead to ensure that your particular store provides these types of services.

Q: I set a personal combination to my lock, but I cannot remember it, how do I open my lock?

A:

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.

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 can I get a new key for my lock if the locksmith or hardware store could not find a replacement?

A:

It is not always possible to get a replacement key for every model of lock. If your hardware store can not get one for you, please check with a local locksmith. If they are also unable to get a replacement, you may have to purchase a new lock.

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.