Hi, I'm Nathan.Sorry to hear that you're having trouble, but I'll do my best to help you. Please give me a few moments to review your details here.
You cannot set a combination without knowing the original (factory) code. With that, you can then set a new code of your own.
The only way you can access it or set a new one is with the original.
Unfortunately this is not something you can simply get a code for online, for obvious security reasons, otherwise anyone could break into your home or steal your safe and then just retrieve the code to open it, rendering the safe useless.
What you'll need to do is fill out a form, have it notarized (to prove ownership) then send it in (along with a check) to Sentry. They'll mail you back the original keys if applicable and/or the override code.
You can get the form here: https://replacements.masterlock.com/media/resources/notary-form.pdf
At this point you would be considered the legal owner because you purchased it, and you may complete the form.
There are instructions on it for sending the info in by mail, or you can pay the fee online and fax/email the form after it is notarized.
I'm sorry there is not a quicker resolution possible, this process is in place to ensure security, so that not just anyone could get a code or key to your safe.
If you have any other questions, just let me know. Otherwise, please take a moment to rate my service as this is the only way I am credited for my time. Hopefully I have earned 5 Stars but if not please let me know what I can do to ensure you are satisfied. I also invite you to contact me directly with any future support needs at http://bit.ly/1QwLxGh and ask for Nathan.
Thank you, ***** ***** a nice day,
Hello, it appears your question is still open.Do you need more help with this?If so, just reply back on this page. If I’ve answered your question, please let me know you are satisfied, to conclude our session – this is the only way I am credited for my work.Please note: You have already paid your fee to the site; I'd like to help you and provide value for that fee, but I do need to communicate with you here to do so, if more help is needed.Nathan