Support

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To learn how to use your safe, visit the help pages
Register your safe and benefit from the extended warranty
If you have any question or feedback, contact us here
Or you can also email us at cs@e-stash.com
We usually reply the next working day

Troubleshooting

Check these 2 common pitfalls before troubleshooting:

Before opening or closing the lid dial your secret position
After opening with the key, remember to turn it back

Category	Problem	Potential cause	Possible Solution	Remark
Opening	The key won't turn, preventing opening	The secret security latch is still engaged blocking opening	Dial your secret position to release the security latch then turn the key	When this happen, do not attempt to force the key to open, it could damage the locking mechanism.
	Touching the sensor doesn't open, nothing seems to happen	The secret security latch is still engaged	Dial your secret position to release the security latch, then touch the sensor	The silent fail is on purpose, to better hide the sensor in case an intruder touch it by accident.
	My correct PIN isn't recognized, input wait for more digits	The secret digit is missing at the end of your PIN	Add your secret after your PIN, if they differ. ex: PIN = 1234, secret = 5, input 12345	If you chose the last digit of your PIN to be your secret, you can input your PIN as-is.
Closing	The lid bump back, like something is in the way	The secret security latch is still engaged	Dial your secret position to release the security latch before closing the lid	When this happen, do not attempt to force the lid to close as it could damage the locking mechanism.
Closing	The lid won't lock, the catch doesn't seems to latch	The key is still in the open position preventing latching	Turn back the key to the closed position (horizontal) before closing the lid	Get the habit to turn back the key after you open. Only in this position can the key be withdrawn.
Knob	The knob won't turn, something is locking it	The key is still in the open position, locking the knob	Turn back the key to the closed position (horizontal) to release the knob	When this happen, do not attempt to force the knob to turn, it could damage the locking mechanism.
Menu	The admin options are disabled, I only see options less than 4	The safe is locked preventing admin access	Open the safe by any way to access the admin menu options	This is to ensure only authorized users can access security settings
Menu	I can't enter my PIN, the option is disabled	The safe is already opened
Warnings	No password Set PIN first While trying to open with PIN	The safe is new or was reset	Set a PIN using the menu [5] set PIN	There are no default passwords (0000, 1234...) for obvious security reasons.
	! PIN too short While setting a new PIN	The PIN has less than 4 digits	Set at least 4 digits for your PIN	Shorter PINs could be brute-forced given enough time
	!Retry While registering a fingerprint	Sensor doesn't read a proper fingerprint	Make sure your finger is dry and clean and that you touch the whole sensor	Just retry the sampling until the fingerprint is recognized
	Electric problem lock motor When trying to open with PIN or fingerprint	Something is obstructing the cam of the motor, hindering the release of the catches		Contact support
	No space! Please clear prints When trying to register a fingerprint	You have reached the maximum number of fingerprints the safe can hold (50)	If you really need to add one more fingerprint, first clear all existing ones. Then select who to re-register, hopefully less than 50 users.	For security reason, your should only share your safe with adults you trust. For this, 50 fingerprints is more than enough.