FAQ's

Make sure you have entered the # sign after you have entered your security code. Once the correct code is entered, you have 5 seconds to open the safe. If the door is not open within the 5 second period it will re-lock and you will need to enter your security code again. Make sure to turn the handle clockwise to open the safe. If the red light comes on, check the battery and replace it as necessary. If the green light on the lock turns on for a moment, followed by the red light, you have a weak battery and will need to replace it. If you receive beeps 3 times, it means you have entered the wrong code.

Yes, you can order them by contacting Customer Service at (847) 665-1602 (Mon to Fri 7:00am – 4:00pm PST).

For all parts, please contact our Customer Service department at (847) 665-1602 (Mon to Fri 7:00am – 4:00pm PST).

Yes. Open the door, remove the hinge caps. Lift the door carefully – you will need a team lift, the door is very heavy and cannot be replaced.

No. Due to internal mechanisms, the parts are not interchangeable.

All electronic-lock safes come with a backup key. Combination-lock safes do not come with a backup key.

Make sure to record your combination-lock safe’s serial number. If you lose your combination, you will need the serial number to submit your combination request form.

The frequency that you will have to change your battery varies by user. If you use your safe multiple times a day you may have to change your battery more frequently than someone who uses the safe three times a week. Just to be safe, we suggest changing the battery of your safe twice a year.

Stack-On offers a bi-yearly battery change reminder via text or email. Signup here so you never forget!

In order to get a key replacement for your Stack-on safe, you will need to fill out this form. In our continuous pursuit of excellence, we have recently updated our key replacement process and the entire process is able to be completed online without ever having to pick up the phone or mail in a check!

You can register your Stack-On safe here, Register My Safe.

I have tried to enter my security code several times and the lock is dead. What should I do?
After the first 3 incorrect entries, the lock will not accept additional entries for 20 seconds. If 3 additional incorrect entries are entered the lock will not accept entries for 5 minutes. This is a security feature we have added to some of our electronic safes as a deterrent for tampering with the lock. In addition, you should check your battery and change it if necessary.

Refer to your instruction manual for additional information regarding, Entering Your Security Code. If you are still experiencing difficulties, please contact our Customer Service department at (847) 665-1602 ((Mon to Fri 7:00am – 4:00pm PST)).

First, replace the battery and try the key pad again. If the keypad is still not responding follow the directions on your instruction sheet for using the trouble key that came with your electronic safe. Once the door is open, reset your code and test your combination with the door open. If your keypad is still unresponsive, please contact Stack-On Customer Service department at (847) 665-1602 (Mon to Fri 7:00am – 4:00pm PST).

If the key pad entry works you may have bent the live action locking bolts (this happens if you try to close the door with bolt still extended – they can be bent by running into the body of the safe if the door is closed too hard with the bolts out). Make sure you have retracted the bolts before trying to close the door.

If the keypad entry does not work, please contact Stack-On Customer Service department at (847) 665-1602 (Mon to Fri 7:00am – 4:00pm PST).

Make sure the battery is new and has not expired – even if it has just been sitting on a shelf, batteries have an expiration date. If you have installed a new battery and this problem persists please contact our Customer Service department at (847) 665-1602 (Mon to Fri 7:00am – 4:00pm PST).