Hi again, Claudette.
I was hoping to get some additional information from you, but for now, I can advise you to change your batteries and see if this will enable you to open the safe. Since I don't know who the manufacturer is or the model number, I can't give you instructions on how to do this, but if you have your user's manual, the instructions should be in there. Even though your padlock icon is in the open position, your batteries may have enough power to light up your keypad, but not enough power to open your door. This is not uncommon and the 'low battery' light doesn't always come on when the batteries are running low.
Also, if your safe also comes with a key to open it, in addition to the combination, and the key is round and hollow, use that first, to open the lock and have the cylinder inside pop out, then REMOVE the key before entering your combination. Pull the handle down, but if it won't go down, try pulling it up.
If neither of these ideas work, take a rubber mallet or a hammer with a towel wrapped around the head, and hit the door on top of and below, the keypad. Also, hit the safe around all the edges of the door and the top and concentrate on the upper left side of the door. The rubber gasket in water/fire resistant safes tend to swell in heat and humidity.
It's also possible that something inside has fallen against the locking mechanism, so tilting the safe to the sides and back, might help dislodge anything that is pressing against the opening mechanism.
Make sure the handle is completely horizontal before beginning the opening process and don't leave more than 5 seconds in between number entries for the combo. Also, if you try various times in a row, the safe may have a built-in safe mechanism that locks you out for anywhere from 2-20 minutes.
I hope this helped.
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