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I will opt-out so that the expert can answer .
Have you used the key to open the door?
And have you gone through the steps again one by one as outlined in the instructions? They are quite explicit and must be followed exactly. They are very fussy about this. If done incorrectly, you will need to wait at least 5 minutes before trying to reset the combination.
Here is another copy of the instructions if you don't have them:
If that is still not working, you will need to call their Customer Service at 1-***-***-**** to see if there is a defect in your safe.
Only the factory can supply the factory code. If it were in the public domain, it would be general knowledge and any person could use it. That would make a safe about as "safe" as a bureau drawer.
If it isn't accepting a new code in spite of all your attempts, you will need to call Customer Service at Stack-On. They have the codes, but no one else does.
Good luck with your safe, and hopefully the rest of 2017 will be smoother for you.
That's correct. It should beep.
Okay, let's start at the beginning.
1. Remove the cap from the reset button and reset it. You should hear a beep.
2. With the door still open, enter your new security code and press the check key on the electronic touch pad. There will be 2 beeps and the green light should flash twice. This means the new code was entered successfully.
3. To verify that everything is working, BEFORE you close the door, enter the new security code and make sure that the locks are opening. If they aren't you need to start with #1 again.
Evidently there is something wrong with the safe. You will need to call customer service at Stack-On for additional help.
I will opt out since I cannot help you.