I see that you are now offline and wanted to get this answer to you asap.
The first thing I would recommend is changing your batteries again, making sure to use only fresh, alkaline or lithium batteries (no rechargeable ones). Make sure the batteries are seated correctly with the positive and negative terminals making contact in the right places. If there is any corrosion in the battery holder, clean it out with a damp cloth or paper towel, dry thoroughly and reinsert the batteries.
Next, be sure of your combination and enter it on your keypad; you should see a display on your keypad and hear beeping as you enter the numbers. If you don't see/hear anything, there may be something defective with your keypad and/or the opening mechanism/actuator which may be preventing the bars from retracting.
You can try spraying a little lubricant, like WD40 on the opening mechanism inside the door and also on the part of the bars that are closest to the door, enter your combination and try pushing on the bars to get them to retract. You can also use a rubber mallet or a hammer with a towel wrapped around the head to tap on those bars and try to get them to retract.
If you're not sure of your combination, you can retrieve it from the manufacturer in the following way:
You will need to fill out the form below, follow all instructions, get it notarized (this can be done at no charge at your bank) and submit it to the safe's manufacturer, Sentry, via the mode of your choice:
Please keep in mind that no combinations are available on the internet for your protection and security and after proving your ownership of the safe, the manufacturer is the only one that has the original combination on file and can release it to you and no one else.
If you need to speak to Sentry Customer Service to explain your extenuating circumstances, here is their contact information:
For your convenience, I've listed their Customer Service phone and fax numbers:
Customer Service: 1-800-828-1438 (hours are 8AM-6PM Monday through Friday, Eastern time, but are subject to change). Fax: 585-381-2940
If this is an emergency situation and you need the safe closed right away, or if you need hands-on help, your only other alternative is to call a certified locksmith/safe technician. After providing proof of safe ownership/identity, the technician should be able to retrieve your combination from Sentry on the spot if you don't have it. The technician would also be able to help you get the bars to retract so the safe can close. This would, of course, be a more costly way to proceed, but only if necessary. You can try any certified local locksmiths/safe technicians in your area or this company, below, which has offices nationwide; they may have a branch in your town:
I wish you much good luck with your safe!
If your keypad or your actuator mechanism are faulty, Sentry might replace your safe free of charge. I've had several clients with this problem and they received new safes. Of course, every person's situation is different, so you will need to inquire about this option.
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