Hi, I'm Greg. Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP.
The first step in this is to ensure that the batteries are fresh. You would not believe how many times that it the issue as, if the batteries are low, then the safe will not have enough power to move the metal bars in the safe to release. It is often not unusual for the low battery alert to not show, especially if a non-lithium battery is being used.I always recommend that you use lithium batteries (as opposed to alkaline) as they are made for electronics and keep their constant charge till the end. Alkaline batteries lose power over time and, even though they may show they still have power, are weaker than needed.If you have a round combination area, turn from the 12pm to 2pm position and remove the front of the battery area. Replace the batteries then replace the cover by turning from the 2 pm to 12 pm position. Try to open again as normal.If you have a rectangular area, use a pen tip or a paperclip to push in on the button in the lower rectangular area. While pushing it in, slide off the front cover to expose the batteries. Replace the batteries and then replace the cover. Try again to open.Reply back if you have any issue or it does not solve your problem. If this gets the safe open for you, be sure to rate/submit my response when satisfied so that I receive credit for my help today.:-)
Does it sound like it is trying to open? It might be the actuator - try this
Take a rubber mallet (or hammer wrapped in a towel) - give 3-4 solid strikes on each corner of the safe door as well as above and below the combination area (being very careful not to hit the pad itself). Then try to open - it might take a few tries.
As long as batteries are fresh and you are using the correct combination this will often be the culprit (the bar inside - actuator - is stuck and it needs to be released).
Let me know.
When was the last time it opened correctly? Are you using the master combination or one that you created later? If not the master one that came with the safe do you still have that you can use (as user ones do erase at times if battery issue) - it would be on the manual.
Are there any lights coming on or does it seem to be working as normal and you can hear it try to open but it just wont?