Frequently Asked Questions

/Frequently Asked Questions
Frequently Asked Questions 2018-02-02T15:52:27+00:00

The following are some of the frequently asked questions and issues we have encountered in our (almost) 40 years of experience. If you have a question not answered below then you can email it to us at service@dujardin.nl.

I have lost one of the safe keys. Can I get a new key? 2018-03-07T12:52:29+00:00

In many cases we can duplicate a new key for you, but we do need one of the original keys. Please contact us on service@dujardin.nl.

Can I use WD-40 or graphite in my lock? 2018-03-07T13:01:36+00:00

Never use either in a lock, as over time, this can inhibit the moving parts and attracts dirt/dust causing lock failure.

I have lost all safe keys. Now what? 2018-03-07T12:46:39+00:00

For security purposes we do register issued keys. Therefore we cannot duplicate keys without the original key. Our technicians can open the safe for you. Please contact us on service@dujardin.nl.

I can’t open the safe after changing the code. 2018-03-14T12:29:25+00:00

Perhaps something went wrong during the code change procedure. Please try opening the lock by entering the old (previous) code. If the lock will not open by entering the old code,  please contact us on service@dujardin.nl.

If my battery goes dead, will I lose my combination? 2018-03-07T12:54:36+00:00

No. The combination is retained in the lock even after the power is lost. Simply install a new battery and operate the lock in a normal manner. Again, we highly recommend the use of high quality ALKALINE batteries from known brands ownly, preferably Duracell, Duracell Industrial or Duracell Energizer. They’ve been strenuously tested and proven to last longer during safe lock operation.

What kind of battery should I use in my electronic lock? 2018-03-07T12:54:26+00:00

High security electronic safe locks are very sensitive to battery power. We highly recommend the use of high quality ALKALINE batteries from known brands ownly, preferably Duracell, Duracell Industrial or Duracell Energizer. They’ve been strenuously tested and proven to last longer during safe lock operation.

I can not open the safe after entering the safe code. 2018-03-07T12:55:13+00:00

1. Perhaps you are entering a wrong code. Please check what the correct code could be and try it again.
2. Some electronic locks have multiple codes / users. Please try to open the safe with another code (if available).
3. Some safes have multiple locks, f.e. combination lock and key lock. Please check or all locks are opened properly.

If the safe still will not open, please contact us on service@dujardin.nl.

I am sure the code is correct, but still the safe does not open. 2018-03-07T12:55:30+00:00
If your lock should fail to open when a valid code is entered, check for the following:
  1.  The battery voltage may be drained to the point that they will not operate the lock’s motor. This can happen if you use low quality batteries or when the battery is almost empty. Replace the batteries and please use high quality ALKALINE batteries from known brands ownly, preferably Duracell, Duracell Industrial or Duracell Energizer. They’ve been strenuously tested and proven to last longer during safe lock operation. 
  2. The boltwork of a safe can, under certain conditions, place pressure on the side of the lock’s bolt. This is often caused by something inside the safe pressing against the door or by something caught between the safe door and its frame. When this occurs, the lock will not operate properly. To relieve side pressure on the lock bolt, move the safe’s handle to the fully locked position, then re-enter a working code. The lock should open.

If the lock still will not open, please contact us on service@dujardin.nl.

How can I change my safe code? 2018-03-07T13:03:18+00:00

This is explained in the manual which comes with your safe. If you do not have the manual anymore, you can download it from our website.

The lock does not respond, what to do now? 2018-03-07T12:57:32+00:00

The battery is empty or has leaked. Please replace the batteries and displose them in an envoronmentally friendly way. Please use high quality ALKALINE batteries from known brands ownly, preferably Duracell, Duracell Industrial or Duracell Energizer. They’ve been strenuously tested and proven to last longer during safe lock operation. 

The handle will not turn (far enough). What can I do? 2018-03-07T12:56:08+00:00
Outward pressure on the door can cause the bolts to jamm up. This is often caused by something inside the safe pressing against the door or by something caught between the safe door and its frame. If you are having trouble getting your safe open, here are some things you can try:
  1. To relieve pressure on the bolt work, move the safe’s handle to the fully locked position and try pushing the door inward while opening the locks and turning the handle into the opening position.
  2. Use a rubber mallet to  tap around the edges of the safe on the oppisite side of the hinge while opening the safe and see wether it’s possible to jar the door loose.

If the lock still will not open, please contact us on service@dujardin.nl.

My safe is not locking. How can I lock the safe? 2018-03-07T12:56:00+00:00

1. Check to see if the contents inside the safe are all the way in and not blocking the door.
2. Check the bolts and make sure they are not bent and retracted into the unlock position.
3. Try locking and unlocking the safe while it is in the open position to ensure bolts are retracted. Try closing the safe again.

If the safe still will not close, please contact us on service@dujardin.nl.

I have lost my safe’s manual. Can I get a new one? 2018-03-07T12:56:20+00:00

You can download the manual here. Is your model not in the list? Please email us at service@dujardin.nl.