Frequently Asked Questions

Q: I have an idea for consideration. Who do I contact at Master Lock to submit my idea?

Category: More Information on Master Lock Products

A:

I have an Idea for Consideration.

Master Lock is an innovative company that actively works to develop products and creative ideas pertaining to its products, technologies, marketing materials and other aspects of its business. IT IS MASTER LOCK’S POLICY THAT YOU DO NOT SUBMIT IDEAS, SUGGESTIONS, PROPOSALS OR MATERIALS IN ANY FORM (VERBAL, EMAIL, LETTER, ETC) UNTIL YOU HAVE READ MASTER LOCK’S POLICY FOR UNSOLICITED IDEAS AND EXECUTED THE SUBMISSION AGREEMENT.

This policy is not intended to act as a barrier to receiving and responding to feedback from our valued customers. The sole purpose of this policy is to avoid potential misunderstandings or disputes when the Company’s products, services, marketing or other projects might seem similar to any Submissions made to the Company.

Terms Governing Submissions

If you wish to submit your idea, suggestion, proposal or materials to the Company, the following terms shall apply to your Submission, regardless of what your communication states. You agree that:

  1. The Company will consider the Submissions to be non-confidential and non-proprietary.
  2. The Company may use, copy, redistribute and disclose the Submissions for any purpose in any manner, without compensation to you or any other person or party.
  3. The Company shall have no obligations concerning the Submissions, including no obligation to review the Submissions, return any materials, or acknowledge receipt of the Submissions.
  4. You agree to Master Lock’s Unsolicited Idea Policy and execute the accompanying agreement.

If you do not agree to these terms, please do not send any Submission to Master Lock.

 

Q: Can Master Lock keep a record of my combination or key number for me?

Category: Lost Keys & Key Replacement

A:

Master Lock provides an exciting online tool called masterlockvault.com that allows you to store up to five combinations and/or key numbers in a secure database. You can access your combos 24 hours a day, seven days a week.

 

Q: I've forgotten the combination to my standard dial combination lock. How do I obtain the combination for personal use?

Category: Lost Combinations

A:

A) My lock does not have a serial number:

To provide enhanced long–term security, Master Lock has discontinued imprinting a serial number on the lock body on combination locks sold through retail locations. For greater convenience, we encourage consumers to store their combination at our secure website, Masterlockvault.com, which is easy to use and offers 24/7 access. Unfortunately, we are unable to provide combinations for non–serialized locks. Please see examples of a serial number if you are unsure if your lock features one.

B) My lock has a serial number:

Please see examples of a serial number if you are unsure if your lock features one.

Choose from one of the two options below to obtain your combination:

Note: Due to increased security concerns nationwide, Master Lock recognizes the heightened need for additional safety measures. We no longer provide lock combinations in response to phone, fax, or email requests.

1) Visit a Master Lock Distributor/Retailer

  • Bring the lock to a Master Lock distributor or retailer. The lock must not be attached to anything. Important: If the lock is not brought to the retailer or distributor, we will not release the combination.
  • Ask the distributor or retailer to contact Master Lock for the combination on your behalf and we will validate ownership through them. US distributors may call 1-800-308-9244. Canadian distributors may call 1-800-227-9599.
  • Please note that although Master Lock does not charge for this service, some distributors or retailers may charge a fee.

- OR -

2) Submit a Lost Combination Form

  • Confirm that your lock features a serial number prior to submitting a Lost Combination Form. Please see examples of a serial number if you are unsure if your lock features one.
  • Print out the Lost Combination Form from a Printer Friendly Page or download the PDF file.
  • Have your Lost Combination Form notarized by a Notary Public to prove you are the owner of the lock. You can include up to 6 combinations on one notarized form.
    • Note for inmates at a correctional facility: In addition to the Lost Combination Form, you must submit your request on official prison facility letterhead. In lieu of notarization, the Lost Combination Form must be signed by a prison facility official.
  • Submit your form to:
    Master Lock Warehouse
    24 North Free Port Drive
    Nogales, AZ 85621
  • Once the request is received, your combination will arrive in approximately 4-6 weeks.

Store your combination at www.masterlockvault.com - a FREE service from Master Lock! The Master Lock Vault provides a safe & convenient place to store all of your confidential data for quick & easy access from your PC, iPhone, or any other mobile devices!

Q: What is the dialing sequence to open a standard combination lock?

Category: Lost Combinations

A:

Please follow the steps outlined below:

  1. Turn the dial 3 times to the right and stop on the first number of the sequence.
  2. Turn the dial to the left, pass the first number of the sequence and stop on the second number.
  3. Turn the dial to the right and stop on the third number of the sequence.
  4. Pull up on the shackle.

Q: I lost the keys for my padlock. Is it possible to obtain new keys?

Category: Lost Keys & Key Replacement

A:

It may be possible to obtain replacement keys for your padlock only if you know the key number. The key number is stamped on the original keys provided with your lock. If you do not know the key number, it is possible to obtain additional keys from a locksmith who can impression your lock. If you do know the key number, go to a locksmith or local hardware store to order keys. Please note that the locksmith will charge you a fee for this service. Not all Locksmiths, Hardware Stores or Home Centers offer this service; please phone ahead.

Q: How do I install my mounting bracket for my u-bar or cable?

Category: More Information on Master Lock Products

A:

View instructions on how to use the Universal Mounting Bracket for U-locks and cable locks.

View instructions on how for using the Mounting Bracket for U-locks.

FAQs by Category

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