FREQUENTLY ASKED QUESTIONS

Secure Storage

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, Monday to Friday 6:00 am – 4:00 pm Pacific.

For all parts, please contact our Customer Service department at 847.665.1602 (Monday to Friday 6:00 am – 4:00 pm Pacific).

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.

We encourage you to store your serial number and combination in our secure site for instant access to this important information at any time. Click here to store your safe’s information now.

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.

The slot for the backup key is located beneath the electronic keypad. The backup key should go in at the 9 o’clock position and should turn to the 1 o’clock position. Please refer to your instruction sheet for additional information.

Bolting your safe down will allow it to be waterproof. It also provides greater security against burglars!

Approximately 1/3 of the total weight of the safe.

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 (Monday to Friday 6:00 am – 4:00 pm Pacific).

Stack-On Personal Safes like the PS-1508 can fit under a dorm room bed and be cable locked to a bed frame or other pieces of furniture to ensure your valuables in your dorm room stay safe.

On Stack-On’s non-fire safes there is a hole in the back of the safe that can be used as an access point for installing an electronic dehumidifying rod cord. The Stack-On fire resistant safes are not equipped with an opening. We recommend using a dry desiccant or battery operated dehumidifier.

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’s Customer Service department at 847.665.1602 (Monday to Friday 6:00 am – 4:00 pm Pacific).

First, replace the battery and try the keypad again. If the keypad is still not responding follow the directions on your instruction sheet or user manual 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’s Customer Service department at 847.665.1602 (Monday to Friday 6:00 am – 4:00 pm Pacific).

Please contact Stack-On’s Customer Service department at 847.665.1602 (Monday to Friday 6:00 am – 4:00 pm Pacific).

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’s Customer Service department at 847.665.1602 (Monday to Friday 6:00 am – 4:00 pm Pacific).

Instruction sheets and product manuals can be found here or you can contact our Customer Service Department at 847.665.1602 Monday to Friday 6:00 am – 4:00 pm Pacific or by emailing customerservice@stack-on.com to request a copy of your instruction sheet.

Warranties vary by safe. Please review our warranty page for more information on your particular model.

Please contact our Customer Service department at 847.665.1602 (Monday to Friday 6:00 am – 4:00 pm Pacific).

Different material burns at different temperature. Paper will burn at 450° F and media such as CDs, DVDs, videotapes, jump drives, floppy drives, cassettes or photo negatives can be damaged when temperatures exceed 180° F. Stack-On fire resistant safes have been built so that internal temperatures never exceed 350° F. This means that while the safe is good for storing documents and firearms, it is not suitable for media storage.

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 (Monday to Friday 6:00 am – 4:00 pm Pacific).

Make sure the code you are entering is no longer than 8 digits. Also, please make sure the yellow light is on while you are entering your code. When you enter your new code, you will need to make sure that you confirm your code by entering the * symbol on the keypad.