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Frequently Asked Questions

Lost Lock

Key Related

Resettable Locks

Bluetooth

Lock Support

Forms

Warranty

FAQs | Lost Lock & Combinations

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

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

2. I've forgotten the combination to my standard dial combination lock. How do I obtain the combination for personal use?

A) My lock does not have a serial number

To provide enhanced security long-term, Master Lock discontinued imprinting a serial number on the lock body of combination locks sold through retail locations.

For greater convenience, we encourage consumers to store their combination(s) at our secure web site, MasterlockVault.com, which is easy to use and offers 24/7 access. Unfortunately, we are unable to provide combinations for non-serialized locks.

Please see examples of a serial number if you are unsure if your lock features one.

B) My lock has a serial number

If your lock has a serial number refer to our blog on How to Retrieve Your Lost Combination, providing a step-by-step walkthrough of the process.

3. How can I fix a Master Lock padlock that only opens occasionally or is difficult to open?

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.

    FAQs | Key Related Issues

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

    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.

    2. I lost the keys for my padlock. Is it possible to obtain new keys?

    It may be possible to obtain replacement keys for your padlock 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.

    3. I need a new key or have lost my key to my safe. Where can I obtain a new one?

    In order to obtain a new key, you must have notarized statement of ownership. Please review our steps in order to obtain a new set of keys.

    4. How do I change the combination on my key, mini, or portable safe?

    Instructions for Set-Your-Own Combination Key, Mini, or Portable Safes:

    Note: Once the lock is set, there is no way to open it without the combination. Please make sure you record your NEW combination in a safe place.

    Store your combination at www.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!

    5. I have a combination lock on my school locker that has a keyway in the front or the back. Is it possible to get a key for my lock?

    These locks are registered to a particular business or school and the keys are reserved for their use only.

    • Yes, it is possible to purchase up to 12 additional keys if you are the registered end user (i.e. a school or institution). Send us a fax on your official letterhead requesting the keys you need. Be sure to include the exact key numbers and any information that will help us find your user registration. The cost is $8.44 per key plus a $5.00 flat fee for shipping, regardless of the numbers of keys being ordered. Fax your request to 1-800-308-9245, to the attention of Customer Service/Registered Keys.
    • A remittance request will accompany your keys. Payment can be made by check or money order (at this time, credit card payments are not accepted).

    6. How do I install the 265DCCSEN door bar?

    7. How do I install my mounting bracket for my U-bar or cable?

    FAQs | Bluetooth Lock Support

    1. What if my phone battery dies and I need to unlock the Master Lock Bluetooth lock/lockbox?

    If the phone battery dies, the lock or lock box can be unlocked by entering the Primary Code, the current Temporary Code or the Backup Master Code on the lock keypad.  

    2. What battery does the Master Lock 4400 Bluetooth Padlock use?

    The 4400 series comes with an installed CR2450 lithium button cell battery.

    3. What battery does the Master Lock 4401 Bluetooth Padlock use?

    The 4401 series comes with an installed CR2 lithium photo battery.

    4. What phones are the locks and lock boxes compatible with the Master Lock Safe Space Bluetooth Lock Boxes?

    The Master Lock Safe Space Bluetooth Lock Boxes are designed to work with devices that are built to Bluetooth v4.0 (or higher) specifications and implement the capability to communicate with Bluetooth Smart peripherals. iOS and Android platforms are currently supported. See Compatible Devices.

    5. How do I find the Activation Code for my Master Lock Bluetooth Padlock in the packaging?

    To locate the lock's Activation Code on the instruction sheet included in the lock packaging:

    1. On the front of the package, cut through the two plastic ribs behind the lock's shackle and remove the lock from the package.
    2. Remove the folded instruction sheet from behind the shackle.
    3. Locate the Activation Code at the top left corner of the instruction sheet and enter it as instructed in the app.

      8. Where can I find the Master Lock Vault app?

      The app is available in the Apple App Store and the Google Play Store. Click below or search for 'Master Lock Vault eLocks' in the app stores.


       

      FAQs | Forms

      1. How can I obtain a Laser Engraving Order Form for your ProSeries® Solid Brass, Weather Tough or Shrouded padlocks?

      View form for the ProSeries® Solid Brass Padlocks Laser Engraving Form and view form for the Pro Series® WeatherTough/Shrouded Padlocks Laser Engraving Form.

      2. How can I obtain an Anti-Theft steering wheel lock guarantee form?

      To download the Anti-Theft guarantee form in PDF format, click on the link that applies to your product below.

      3. My school has combination locks and we have lost the chart booklet that lists all of the serial numbers and their respective combinations. How can we obtain a new chart booklet?

      To obtain a new combination chart booklet, fax your request on official letterhead along with the completed Chart Request Form to 1-800-778-2217. The cost for hardcopy charts is $50 ($100 for full end user history). A remittance request for the fee will accompany your chart. Please allow 2-4 weeks from the receipt of your request to process your chart.

      4. My school is interested in purchasing locks for our lockers. How may I obtain a quote?

      To get a quote for locker locks:

      1. Fill out the online or downloadable order form.
      2. Provide order details, billing, and shipping information.
      3. Submit the form as instructed.

      For further assistance, contact us at 1-800-778-2217

      5. My school purchased built-in combination locks for our lockers, but our maintenance staff does not know how to install them. Do you have instructions you can send to me?

      Print or view the installation instructions for our built-in locker locks.

       

      FAQs | Warranty

       1. Does my malfunctioning lock fall under warranty? Will the replacement lock be compatible with my current key or combination, and what happens if the battery fails?

      Master Lock offers a warranty on its padlocks, including key, combination, and electronic locks (including the battery) and the length of warranty is determined by the product number of your lock. (See limited lifetime warranty section below). Replacements to the same key, combinations, or electronic code are determined by the model lock being replaced. Customer Service will be able to verify that information at the time you make your warranty claim.

       

      LIMITED LIFETIME WARRANTY

      If this product or any part of the product fails due to a defect in materials or workmanship at any time during the life of the product, Master Lock Company LLC (“Master Lock”) will repair or replace the product or part free of charge. Simply contact Master Lock at www.masterlock.com or 1.800.464.2088 for instructions on obtaining repair or replacement. Canadian customers please call 1.800.227.9599. Return of the defective product or part at the customer’s expense, along with proof of purchase, may be required. This limited warranty applies only to defects in materials and workmanship, and does not cover products which have been abused, altered, damaged, misused, cut or excessively worn. THIS WARRANTY IS LIMITED TO REPAIR OR REPLACEMENT ONLY. This limited warranty does not cover labor for removing, reinstalling or refinishing the Product or part, or other materials removed, reinstalled or refinished in order to repair or replace the Product or part. TO THE EXTENT PERMITTED BY LAW, MASTER LOCK DISCLAIMS ALL OTHER IMPLIED OR EXPRESS WARRANTIES INCLUDING ALL WARRANTIES OF MERCHANTABILITY AND/OR FITNESS FOR A PARTICULAR PURPOSE. TO THE EXTENT THAT ANY IMPLIED WARRANTIES MAY NONETHELESS EXIST BY OPERATION OF LAW, SUCH WARRANTIES ARE LIMITED TO THE DURATION PROVIDED BY LAW.

      LIMITATION OF LIABILITY: This limited warranty is your sole and exclusive remedy and MASTER LOCK shall not be liable for any damages, whether direct, indirect, incidental, special, consequential, exemplary, or otherwise, including property damage, lost revenues and lost profits, arising out of any theory of recovery, including statutory, contract or tort. Notwithstanding the term of any limited or implied warranty, or in the event that this limited warranty fails of its essential purpose, in no event will MASTER LOCK’S entire liability exceed the purchase price of this product. Some states and provinces do not allow the exclusion or limitation of incidental or consequential damages so the above limitations or exclusions may not apply to you. Some states and provinces do not allow limitation on how long a limited warranty lasts, so the above limitation may not apply to you. This limited warranty gives you specific legal rights, and you may also have other rights which vary from state to state and province to province.

      Note: If you are an inmate in a Correctional Facility, the request for your replacement or replacements must be mailed. Click here for the warranty returns form which includes mailing instructions. In addition to the form, you must also include a letter on official prison letterhead and signed by a warden or prison official. The letter must include your lock model number, serial number (if applicable), and control key number. Please also note that your replacement lock will be shipped via parcel post.

      Note: Any warranty stated on any packaging or website associated with this product is not valid in Australia. Product sold in Australia is governed by the consumer guarantees contained under the Australian Consumer Law.