Product FAQ

Batteries

A: This will vary depending on your model number. Learn more.

Don’t know your model number? Find it here.

A: For all Sentry Safe models, we recommend the following:

- Refrain from using rechargeable or Non-Alkaline batteries
- Use quality name brand batteries
- All batteries have expiration dates on them. Ensure those dates are as close to 10 years out from current year as possible.
- When changing batteries do not mix battery brands (for example, all 4 batteries should be of the same brand).
- When replacing batteries, do not mix old batteries with new batteries. Replace all batteries at the same time.

HOW WE TEST OUR PRODUCTS

A: Sentry®Safe products are tested by Underwriters Laboratories (UL) to ensure they meet stringent standards for performance as claimed.

Sentry®Safe also offers Electrical Testing Laboratory, which is a division of Intertek Group, specializing in electrical product safety testing and performance testing. They are an independent testing and verification organization that tests to manufacturers specifications. More information is available on www.intertek.com.

I LOST MY KEY OR COMBINATION/DEFAULT CODE

A: To recover your combination, you will first need to find your model and serial number.

Already know your model and serial number? Continue to the combination/default code recovery process.

A: To order a key replacement, you will first need to find your model and serial number.

Already know your model and serial number? Continue to the key replacement process.

Note: For Fire Safes, Fire and Waterproof Safes and Document Safes a lock reference number is required. It will be a letter, a number, a letter and number, or “blank” (no letter or number), engraved/located on the silver cylinder of the lock.

I NEED HELP OPENING MY SAFE

A: To recover your combination or order a key replacement, you will need to locate your model and serial number.

If you already know your model and serial number, you can continue to recover your combination or order a key replacement.

A:

1. Lightly lift the safe handle to 9 o'clock position.
2. Insert the tubular key into the lock to the left of the key pad.
3. Turn the key clockwise (right). On older models (MSW0809, OA3807, QE4531, DSW5480, DSW5781) a plunger may pop out.
4. Press the five-digit factory code, followed by program/enter button (does not apply to all models).
5. The green Proceed light or unlock symbol will appear.
6. Pull handle down, the door will open.

A1: For safe models purchased before 2012 (OS0407, DS3410, CS5481):

1. Turn dial in either direction to 0.
2. Turn dial LEFT three turns and stop at the first number in the combination.
3. Turn dial RIGHT stopping the second time on the second number in the combination.
4. Turn dial LEFT and stop at the last number in the combination.
5. Turn handle to open door (if no handle, pull door to open).
 - Turning the dial right (clockwise), the numbers will decrease (90, 80, 70, etc.).
 - Turning left (counterclockwise), the numbers will increase (20, 30, 40, etc.).

A2: For safe models purchased from 2012 to present:

1. Turn dial in either direction to 0.
2. Turn dial RIGHT three turns and stop at the first number in the combination.
3. Turn dial LEFT stopping the second time on the second number in the combination.
4. Turn dial RIGHT and stop at the last number in the combination.
5. Turn handle to open door (if no handle, pull door to open).
 - Turning the dial right (clockwise), the numbers will decrease (90, 80, 70, etc.).
 - Turning left (counterclockwise), the numbers will increase (20, 30, 40, etc.).

A: It is possible that some debris is caught in the lock of your unit. To open your safe, please follow these steps:

1. Check the engraved letter on your key and verify that it matches the engraved letter on the key-lock cylinder.
2. Spray a 3-in-1 oil into the lock. Master Lock Lubricant with PTFE or WD-40 oil work best.
3. Tap it lightly with a hammer.
4. Try the key again.

A: To open your key lock: Insert the key into the lock cylinder, and turn the key clockwise.

To lock your safe: Insert the key and turn the key counterclockwise.

Sentry®Safe has many types of keys. If you are still having trouble operating your key lock, locate your model and serial number and contact customer support for further assistance.

Please call PHONE NO (+65) 6745 6800 for Customer Support,

Monday–Friday, 9:30am - 12:15pm, 1:45pm - 5:30pm.

Saturday, 9:30am - 12:30pm.

A: Door keys on our Fire Safe models is a secondary level of security.

To open your safe door: Enter your combination with door key in an unlocked position.

The door key when in the locked position (vertical), adds another level of security if your electronic code or dial combination was to be compromised.

WARRANTIES AND GUARANTEES

A: Sentry®Safe provides a limited warranty for all the products* we manufacture valid for 1 year from the date of purchase**.

This warranty primarily covers structural and mechanical defects due to faulty materials or workmanship. Please consult your owner’s manual for additional details about your safe model.

* Limited warranties are not included with Cash and Key box safes.

**A dated receipt and eWarranty Registration Acknowledgement are required as proof of purchase.

A: Yes. Sentry®Safe offers a Lifetime Warranty for After-Fire Replacement. If your Fire Safe product is damaged by fire, and you are the original owner, Sentry®Safe will provide a similar or identical-sized replacement to you, shipping charges apply.

To report fire damage and request a replacement, please contact us with the following information:

- Your name and address
- eWarranty Registration Acknowledgement
- The model and/or serial number, accompanied with any photo(s) of the burned unit
- A description of the fire, along with a copy of the fire department or police report.

 

Sentry®Safe LOCAL PHONE NO: (+65) 6745 6800

Monday - Friday: 9:30am - 12:30pm, 1:30pm - 5:30pm
Saturday: 9:30am - 12:30pm


eMail Address: enq@duro.com.sg

QUESTIONS ABOUT FIRE & WATER PROTECTION

Rest assured that the Safes fire protection IS NOT compromised when bolted down per the owner's manual. However, Safes are NOT water resistant once they are bolted down. We provide bolt down kits for owners that are primarily concerned about their Safe being stolen and choose to forego water protection in favor of enhanced security.

The fire protection is provided by the proprietary insulation mixture that is inside the plastic “shell”. During a fire the outer surface melts away, but the insulation inside forms a solid case protecting the contents from the extreme temperatures as shown in this video (about 22 sec mark). For a more technical explanation, please watch this video.

Sentry’s patented insulations, which make Sentry™ Safe Fire-Safe products UL classified are concrete-based. It is not unusual for dried concrete dust to be evident on your safe as a result of the manufacturing process and vibrations during shipping. Any such dust can be easily wiped from the chest, file or safe with a damp cloth and we believe poses no health hazard to our customers.

QUESTIONS ABOUT DUAL KEY

A dual key prevents other users from accessing the safe even if they know the combination.  It prevents the primary lock from functioning.  It is not an override key for a lost combination. 

Imagine you own a small business and you have a safe that gets accessed by multiple employees – they all know the combination.  If you want to prevent access at night or any other time, use the dual key.  It will disable the primary lock so that even other users that know the combination cannot open the safe. 

No.  The dual key will not, by itself, unlock the safe.  The dual key must be in the unlocked position and then the safe combination needs to be entered.

Subscribe