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Is the safe's door open but the latch 'thrown' or in the locked position?
Thanks, I'm still here.
That sort of situation amazingly enough can be quite hard to deal with.
If it's really new, just bought and never used, you might want to return it, even.
But, try entering the code to open it, and the instant the code is entered, press inward on the latches or 'bars' to try to encourage them to return to unlocked (retracted) position.
What happens when you enter the code? watch for lights, listen.
That's different! Has it ever opened when you dialed it? while you have owned it.
Has it got a hand lever? if so, you may have to put pressure on that lever to 'open' i.e. un-latch the door.
How old is the safe?
Well... I don't think so. Combination-dial mechanical-based locks of that sort don't have a 'reset'.
Try pressing on the handle as if locking the safe. Then let go of the handle.
Then dial the combination.
Then press the handle the other way *once done dialing*.
Has the combination ever worked to open it? even in the store? are you at all uncertain of the way you are dialing it? (i.e. left, right, left, vs. right, left, right ?)
I'm sorry to hear that. It means you simply have a defective safe, period.