Check the battery. We recommend using an Energizer or Duracell battery that is 100% Alkaline, no lithium, non-rechargeable battery, and with an expiration date of 5 years in the future.
Also, try turning 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 your safe still doesn’t open, call customer service +1 (847) 665-1635.