Hello and welcome.
What is the model number of your safe?
Does it have a 3 or 4 number combination?
It's possible that you are not dialing the combination correctly and I can send you instructions for both the 3 and 4 number combination, to see if that works.
In addition, depending on the model, typically, you would use the key first, to pop out the cylinder (if your key is round and hollow) then REMOVE the key, before dialing your combination.
Here are the dialing instructions:
3 number combo:
First, 'clear' the dial by turning a few times to the right or left, but do this gently, to not damage the dial.
A. Start the dial at zero.B. Turn the dial to the left. Make sure ZEROpasses the pointer at least THREE times. Then stopat the first number of your combination.C. Turn the dial to the right. Stop the SECONDtime you reach the second number of yourcombination.D. Turn the dial to the left. Stop the FIRSTtime the pointer reaches the third number of yourcombination.
4 number combo:
Clear the dial
Turn the dial to zero.
Turn the dial to the left (counterclockwise) four times to the first number of the combination (pass the first number of your combination three times, stopping on it the fourth time).
Turn the dial to the right (clockwise) three times to the second number of the combination (pass your second number twice, stopping on it the third time).
Turn the dial to the left (counterclockwise) two times to the third number of the combination (pass the third number of your combination one time, stopping on it the second time).
Turn the dial to the right to the last number (stop the first time on your last number).
I hope this helped; if not, please let me know BEFORE rating and I will be of further assistance to you.
Please be so kind as to rate my answer with positive feedback, as that is the only way I receive recognition for my assistance. Thank you very much!Providing a positive rating will not end our conversation, should you need me for any follow-up. Simply click 'Reply' for clarification or additional information, if needed.
Hi again, and thanks for your reply.
What is your safe's model number?
What type of key do you have? A round, hollow one, as I described or one with 'teeth?'
I'm sorry I haven't heard back from you, so I can help you further. You may have a defective key or defective lock that could need replacement by Sentry, especially if the safe is still under warranty--then there would be no cost to you; however, if this is an emergency situation and you need your passports from the safe, your only option is to call a local locksmith or safe technician to try to open the safe without ruing it or the lock may need to be drilled out, rendering it unusable.
I will opt out and perhaps another expert can help you.