FAQs

Home/FAQs
FAQs 2017-06-12T18:45:06+00:00

Frequently Asked Questions

Does my warranty cover me if I lost the combination to my safe? 2017-01-09T14:43:08+00:00

The warranty does not cover lost or forgotten combinations, improper opening procedure, weak or dead batteries. Electronic and EMP locks carry a one-year warranty for labor; a lifetime warranty for parts.

What can I do if my safe was involved in a Fire, Flood or Burglary? 2017-01-09T14:43:15+00:00

Please give us a call at (702-910-2400 ext. 774) and we will ask for you full information so we can help in the best way we can.

What happens if the paint of my safe got damage? 2017-01-09T14:43:20+00:00

Paint is warranted for one year based on proper care and environment.

Where can I find Sales Support? 2017-01-09T14:43:29+00:00

If sales assistance is needed it can be provided by the sales team at

Phone: 800-242-1055

Email:  contactus@cannonsafe.com

Hours of Operation: Monday through Friday 5 AM to 7 PM PST and Saturday & Sunday 8 AM to 12 PM PST, excluding major holidays.

 

Where can I find customer service or technical support? 2017-01-09T14:43:36+00:00

Additional assistance if needed can be provided by our Support team at:

Phone: 800-242-1055

Email:  contactus@cannonsafe.com

Hours of Operation: Monday through Friday 5 AM to 7 PM PST and Saturday & Sunday 8 AM to 12 PM PST, excluding major holidays.

Where can I find the Model number for my safe? 2017-01-09T14:43:41+00:00

Located on the door of the safe door. You may not be able to provide this number if locked out.

Where can I find the serial number for my safe? 2017-01-09T14:43:47+00:00

Your safes serial number can be found on the right, outside body wall of the safe, in the upper front corner. The serial number will be on a small silver sticker.

What do I do if my safe didn’t come with a Combo Card? 2017-01-09T14:43:52+00:00

To receive a combo card your safe must be equipped with an EMP lock. This lock comes on our Cannon 1965 Premium Model. For more information or to place an order for a Combo Card please call customer service at 70-910-2400 ext. 772.

Where can I find an Owner’s Manual for my safe? 2017-01-09T14:43:58+00:00

To receive an owner’s manual, please go to the Service Center tab in the top navigation and click on Owner’s Manual. This PDF document is an electronic copy of the original owner’s manual shipped with your safe. Within it, you should be able to find answers to most questions with proper handling and use of your new security unit. Please take a moment and read the manual to fully understand all the features associated with your Cannon Safe Product.

How do I reactivate my Silica Gel Dehumidifier? 2017-01-09T14:44:03+00:00

When the indicating beads turn pink, the silica gel is becoming saturated and should be reactivated. To reactive, place the entire unit (do not disassemble) in 325 Fahrenheit oven for at least 3 hours. Let the unit cool enough to handle, then return to the safe. Note: the indicating beads will gradually turn blue again.

How do I buy extra shelves? 2017-01-09T14:44:10+00:00

In order to buy extra shelves please download the Shelf Order Form. Be sure to look at the image below to better know which shelves you need. Please keep in mind that we no longer make shelves for past models, however we will do our best to get them as close as possible. Please note that the shelves have to be produced and shipped and will take approximately 5-8 weeks to process. If you have any questions please contact customer service at (702-910-2400 ext.772).

shelving

Changing the Battery – SecuRam Keypad 2017-01-09T14:44:18+00:00

If possible, unlock the safe and leave the door open throughout the next steps. (It is always good practice to have the safe door open when working with the lock or keypad.)

  • Twist the keypad ring clockwise and pull offchanging_battery_securam_ring_off_2
  • Pull out the battery plug-in and connect the batterychanging_battery_securam_change_battery
  • Slide the battery into the tray. Put the ring back onto the keypad and twist counter clockwisechanging_battery_securam
  • Test the combination before shutting door
Changing the Battery – NL Keypad 2017-01-09T14:44:26+00:00

Unlock the safe and leave the door open throughout the next steps.

  • Locate the battery tray on the bottom of the keypadchange_battery_nl_door
  • Slide the door open and pull out battery plug-inchange_battery_nl_pull_battery
  • Connect the battery and slide the battery into the traychange_battery_nl_battery
  • Close the latch and test combination before shutting safe doorchange_battery_nl_door
Resetting Locks to Factory – NL Locks 2017-01-09T14:44:31+00:00

Note, you will need the MRC code to do this. This is a number that is available only through the factory, please see “How do I get my MRC Code” if you need help.

Open the safe using the MRC code. Leave the safe door open and in the locked position (locking bolts should be visible).

mrc

Press and hold 3 until you hear a double beep.

3

Enter the MRC; you should hear a double beep.

mrc

Press and Hold 1 until you hear a double beep.

1

Enter the MRC; you should hear a double beep.

mrc

Enter the desired code (Factory code is 1-2-3-4-5-6); you should hear a double beep.

123456

Re-enter the desired code (Factory code is 1-2-3-4-5-6); you should hear a double beep.

123456

Test the combination with the door open to make sure the combination was accepted.

Lock Code Change – NL Locks 2017-01-09T14:44:37+00:00

You will know you have a NL Lock if your safe has this keypad:

nl_lock

Programming Instructions

    • Enter the existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6), turn handle counter-clockwise and pull door open. With the door pulled open, put the safe in the locked position by turning the handle clockwise. You should be able to see the protruding bolts on the safe door.If there is one (1) long beep after entering the code, the lock did not recognize the code, slow down.

s14-h1tec-13-empty_187x250_

    • Press and hold “0” until you hear a double beep.

0double_beep

    • Enter existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6). You will hear a double beep.

capture9

    • Choose and enter a new six (6) digit code. You will hear a double beep.

capture10

    • Re-Enter new six (6) digit code. You will hear a double beep.If you hear a long beep, the old code is still valid.

capture10

    • With the safe door open, test the new combination.If you have any issues call us at 800-242-1055 EXT 771

Congratulations! You have changed your safe combination. Now don’t forget it because you will need it if you want to change the combination again!

Lock Code Change – SecuRam Locks 2017-01-09T14:44:43+00:00

You will know you have a SecuRam Lock if your safe has this keypad:

securam

Programming Instructions

  1. Enter the existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6), turn handle counter-clockwise and pull door open. With the door pulled open, put the safe in the locked position by turning the handle clockwise. You should be able to see the protruding bolts on the safe door.If there is one (1) long beep after entering the code, the lock did not recognize the code, slow down.

s14-h1tec-13-empty_187x250_

  1. Press “0” six times, you will hear a double beep.

zeroesdoublebeep

  1. Enter existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6). You will hear a double beep.

capture9

  1. Select and enter a new six (6) digit code. You will hear a double beep.

capture10

  1. Re-Enter new six (6) digit code. You will hear a double beep.If you hear 3 beeps, the old code is still valid.

capture10

  1. With the safe door open, test the new combination.

If you have any issues call us at 800-242-1055 EXT 771

Congratulations! You have changed your safe combination. Now don’t forget it because you will need it if you want to change the combination again!

Lock Code Change – S&G Locks 2017-01-09T14:44:54+00:00

You will know you have a S&G Lock if your safe has this keypad:

s_g

Note, there are two sets of instructions listed below; one is for changing the Administrator Code and the other for changing the User Codes.

    • Administrator Code: it is required when changing or adding additional user codes.
    • User Code: used for people with additional access to your safe. You have up to 8 user codes.

Programming Instructions for Administrator

    • Enter the existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6), turn handle counter-clockwise and pull door open. With the door pulled open, put the safe in the locked position by turning the handle clockwise. You should be able to see the protruding bolts on the safe door.If there is one (1) long beep after entering the code, the lock did not recognize the code, slow down.

ca23-h4fdb-13-empty_127x170_

    • Press “7” then “4”, then “*”.

capture

    • Enter your current 6 digit code then press”#”. You will hear three beeps.

capture2

    • Press “1” then “*”.

capture3

    • Select and enter a new six (6) digit code. You will hear three beeps.

capture4

    • Re-enter a new six (6) digit code. You will hear three beeps.

      If you hear a long beep, the old code is still valid.

capture4

    • With the safe door open, test the new combination.If you have any issues call us at 800-242-1055 EXT 771

Congratulations! You have changed you Administrator Code. Now don’t forget it because you will need it if you want to change the User Codes!

Programming Instructions for Users

    • Enter the existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6), turn handle counter-clockwise and pull door open. With the door pulled open, put the safe in the locked position by turning the handle clockwise. You should be able to see the protruding bolts on the safe door.If there is one (1) long beep after entering the code, the lock did not recognize the code, slow down.

ca23-h4fdb-13-empty_127x170_

    • Press “7” then “4”, then “*”.

capture

    • Enter the Admin Code then press”#”. You will hear three beeps.

capture7

    • Press the user number you are trying to change/add (2-9) then “*”.

capture6

    • Select and enter a new six (6) digit code. You will hear three beeps.

capture4

    • Re-enter a new six (6) digit code. You will hear three beeps.If you hear a long beep, the old code is still valid.

capture4

  • With the safe door open, test the new combination.If you have any issues call us at 800-242-1055 EXT 771
Lock Code Change – Kaba Locks 2017-01-09T14:45:00+00:00

You will know you have a Kaba Lock if your safe has this keypad:

kaba

Programming Instructions

  • Enter the existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6), turn handle counter-clockwise and pull door open. With the door pulled open, put the safe in the locked position by turning the handle clockwise. You should be able to see the protruding bolts on the safe door.
  • If there is one (1) long beep after entering the code, the lock did not recognize the code, slow down.

    s40-h1tec-13-empty_204x230_

  • Press “#” the “1” hear a double beep.capture8
  • Enter existing six (6) digit code (for new safes, preset code is 1,2,3,4,5,6). You will hear a double beep.capture9
  • Select and enter a new six (6) digit code. You will hear a double beep.capture10
  • Re-Enter new six (6) digit code. You will hear a double beep.
  • If you hear 3 beeps, the old code is still valid.

    capture10-1

  • With the safe door open, test the new combination.

If you have any issues call us at 800-242-1055 EXT 771

Congratulations! You have changed your safe combination. Now don’t forget it because you will need it if you want to change the combination again!

I get two beeps but the safe door is not opening. 2017-01-09T14:45:07+00:00

Please check the battery. We recommend using an Energizer or Duracell battery that is 100% Alkaline, no lithium, non-rechargeable battery, and has an expiration date of 5 years in the future.

Also, please turn the handle to the right, without letting go of the pressure put in the code, then turn it to the left. Once you hear the 2 beeps your safe should open.

Note: if this steps do not work please give a call to customer service (702-910-2400 ext.771)

My safe will not lock, what do I do? 2017-01-09T14:45:16+00:00

Please verify that your batteries are in working condition. The best battery to use is a Duracell or Energizer battery that has an expiration date of 5 years in the future. If the batteries have been in the safe for more than 6 months please change it and try opening and closing the safe again.

Note: if this does not work please give a call to customer service (702-910-2400 ext.771)

Can I buy more keys? 2017-01-09T14:45:36+00:00

We do not make keys here at Cannon Safe. You will need to contact a locksmith near you. You will need the key code number which is found on the small cylinder where the key goes into.

What do I do if I lost my combination? 2017-01-09T14:45:42+00:00

Please make sure to call the dealer where the safe was purchased. Provide them with your serial number located on the safe (typically on the right side of the safe in the upper corner). They will contact us directly in regards to your combination. This is required for your safety. NOTE: Combinations are only saved for a maximum of 1 year.

How do I open the safe if the Handles are in the inside? 2017-01-09T14:45:54+00:00

To open the safe, we recommend putting a Phillips-Head screwdriver into one of the holes of the hub and turning it to the right without letting go of the pressure. Put in the code then turn it to the left, once you hear 2 beeps your safe will open.

Where are the handles in my safe? 2017-01-09T14:46:00+00:00

The handles are inside of the safe in a white box. This box also contains the 4 Floor plugs and 7 shelve clips.

What do I do if my safe did not come with a Certificate? 2017-01-09T14:46:10+00:00

To Receive a certificate please give a call to customer service (702-910-2400 ext.772) and we will place an order to send this out to you.

My safe did not come with an Owner’s Manual 2017-01-09T14:46:16+00:00

To receive an owner’s manual, please go to the Service Center tab in the top navigation and click on Owner’s Manual. This PDF document is an electronic copy of the original owner’s manual shipped with your safe. Within it, you should be able to find answers to most questions with proper handling and use of your new security unit. Please take a moment and read the manual to fully understand all the features associated with your Cannon Safe Product.

Powered by AmericanEagle.com