How much does the door weigh?
Are extra shelves available for purchase?
Can the Electronic Lock be replaced
with a Combination Dial Lock?
Can the door be removed?
How do I register my Safe?
Is there an opening for a dehumidifying
rod?
Why are Stack-On safes not recommended
for media storage?
What is the Warranty for my safe?
How do I order a new trouble key?
Do the Stack-On Safes have a relocker?
For safes with electronic locks, how
long does the battery usually last?
I have lost my instruction sheet?
My electronic keypad on my lock does
not respond?
Only part of the electronic keypad
responds?
After entering my security code, my
safe will not open?
The electronic lock will not take my
security code?
What happens if I cannot lock my safe?
The batteries in my electronic lock
only last a few days or weeks?
Questions using the back up key.
The electronic lock beeps by itself.
I have tried to enter my security code
several times and the lock is dead.
Q: How much does the door weigh?
A: Approximately 1/3 of the total weight of the safe
Q: Are extra shelves available for purchase?
A: Yes. You can order them by contacting Customer Service at 800-323-9601
M-F 8:00-4:30.
Q: Can the Electronic Lock be replaced
with a Combination Dial Lock?
A: No. The parts are not interchangeable.
Q: Can the door be removed?
A: 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.
Q: How do I register my Safe?
A: Stack-On Products, Co. does not require product registration. Your
safe will include a key and combination request form to be used if you
forget or loose your keys or combination.
Q: Is there an opening for a dehumidifying
rod?
A: Not on Stack-On fire resistant safes. We recommend using a dry desiccant
or battery operated dehumidifier. On Stack-On’s non-fire safes
there is a hole in the back of the safe that can be used for access
for an electronic dehumidifying rod cord.
Q: Why are Stack-On safes not recommended
for media storage?
A: Stack-On fire resistant safes have been built to be fire resistant
so that firearms and documents will not be destroyed by a fire. The
internal temperature of the safe will not exceed 350º Fahrenheit, paper
will burn at 450º. Media such as CDs, DVDs, video tapes, jump drives,
floppy drives, cassettes or photo negatives can be damage when temperatures
exceed 180º, so the Stack-On fire resistant safes will not protect these
items if a fire occurs.
Q: What is the Warranty for my safe?
A: Please review warranties on our website.
Q: How do I order a new trouble key?
A: Complete the key or combination request form (PDF), which is available on this web site, and mail to Stack-On Products, Co. You can also call our Customer Service department at 1-800-323-9601 and request that a form be mailed, emailed or faxed to you for completion.
Q: Do the Stack-On Safes have a relocker?
A. The Stack-On non-fire, Elite and Total Defense Safes do not include
a relocker. Stack-On’s new Total Defense Select safes do include
a relocking mechanism in the door.
Q: For safes with electronic locks, how
long does the battery usually last?
A: Approximately 1 year under normal usage. Normal usage would be accessing
the contents of the safe twice a day.
Q: I have lost my instruction sheet?
A: There is an instruction sheet tab located on this web site for Security Plus safes and cabinets. If you know the model number of your safe you can print the instruction sheet right from your computer. If not, please go through the following list of questions to help determine the model number of your safe or contact our Customer Service Department at 1-800-323-9601 (M-F, 8-4:30 CST) or by emailing customerservice@stack-on.com, to request a copy of your instruction sheet.
Q: My electronic keypad on my lock does
not respond?
A: First, replace the battery and try the key pad again. If the keypad
is still not responding follow the directions on your instruction 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 1-800-323-9601 (M-F, 8-4:30 CST).
Q: Only part of the electronic keypad
responds?
A: Please contact Stack-On’s Customer Service department at 1-800-323-9601
(M-F, 8-4:30 CST).
Q: After entering my security code, my
safe will not open
A: 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 relock 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.
Q: The electronic lock will not take my
security code?
A: Make sure the code is NOT 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 key pad.
Q: What happens if I cannot lock my safe?
A: 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 1-800-323-9601 (M-F, 8-4:30 CST).
Q: The batteries in my electronic lock
only last a few days or weeks?
A: Make sure the batter 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 1-800-323-9601 (M-F, 8-4:30
CST).
Q: Questions using the back up key.
A: The location for the slot for the back up key is located beneath
the electronic keypad. Normal operation of the back up key is that it
goes in at the 9 o’clock position and turns to the 1 o’clock
position. Please refer to your instruction sheet for additional information.
Q: The electronic lock beeps by itself.
A: Please contact Stack-On Customer Service department at 1-800-323-9601
(M-F, 8-4:30 CST).
Q: I have tried to enter my security code
several times and the lock is dead.
A: 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 and refer to your instruction manual for additional
information regarding Entering Your Security Code.
