What is the make and model?
Sometimes if the safe has been left closed for an extended period it can seize, a tap with a hammer can jar the rods free...
The safe is a Sentry and I have no access to the make or model since it must be inside the safe door which cannot be opened and there is no paperwork The safe was opened within the last month when the batteries were changed so it hasn't been sitting unopened for a long period of time
Hi different expert here.
I know these safes very well. You need to clean the battery contact in the battery box with a little WD-40 on Q tips, then it should be fine. But please use only Duracell Alkaline batteries because this safe draws a lot of current during normal operation.
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If the code appears to be working then it is unlikely to be battery contacts...
Instead it is likely to be jammed rods so try the hammer around the outside of the safe to jar loose...