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English
Customer Service
Troubleshooting
Customer Service
www.sentrysafe.com
Phone Number: 1-800-828-1438
Fax: 1-585-381-2940
882 Linden Avenue / Dept. 200 / Rochester, New York / 14625-2784 USA
1
Please go to our website
www.sentrysafe.com
to find the necessary replacement form. If
you are unable to use a computer, then please call the number above or fax us for a copy of
the replacement form.
2
Find your safe’s Serial Number and model number. The Serial Number and model number are
printed on the small label on the right side and on the door near the hinge
3
Please fill out the form in its entirety.
4
Send the following to Sentry Group: check or money order and replacement form. For current
pricing, please go to
www.sentrysafe.com/customercare
. If you are unable to use a
computer, then please call the number above or fax us.
5
Mail to:
Sentry Group, 882 Linden Avenue, Dept. 200, Rochester, NY 14625-2784, USA
-OR- fax statement
(notary seal must be legible) to
1-585-381-2940
.
Paying by credit card:
Payment may also be made using your credit card, by phone only.
Call
1-800-828-1438
to make a credit card payment. Do not fax credit card information.
NOTE:
Prices subject to change without prior notification.
NOTE:
Key and combination orders may be placed on a Saturday or Sunday. However, those
orders will not be processed until the following business day. Our Customer Service center
is open Monday through Friday, 8:00 a.m. until 6:00 p.m. E.S.T.
How to obtain a replacement key/combo
The Problem:
Why It Is Happening:
The Solution:
Red LED blinks
three times
Incorrect code has
been entered
Verify the code and reenter
or reprogram
Programming error
Red LED slowly blinks for
two minutes
An incorrect code has been
entered five times
Wait for two minutes or use
the override key to access
the safe
Red LED blinks once every
ten seconds
Battery power is low
Replace with four AA
alkaline batteries (do not
use rechargeable batteries
or any other type of
non-alkaline battery)
Cannot open the lid after
entering the code
Batteries have reached
end of life
Replace with four AA
alkaline batteries (do not
use rechargeable batteries
or any other type of
non-alkaline battery)
After code entry, lid does
not open, backlights stay
on, then turn off
Incorrect code entry
Reenter the code with
distinct key presses
Lid does not open when
using override key
Gas strut has stopped
working
Use a magnet to open the
lid. Turn unit upside down for
lid to open.
