FAQs safes
I am looking for a safe with fire protection. How much fire protection does which safe offer and what do the levels mean?
The level information is used to classify the individual models within the BURG-WÄCHTER family. If you are looking for a safe that offers both tested fire protection and certified burglary protection, we recommend a safe from the Combi-Line series, the MTD F 60 or an OfficeDoku.
My safe is closed and I no longer have a key. What can I do if I can no longer find a key?
Contact a local security specialist (dealer locator on our homepage). If the key was stolen or you lost it, we recommend either replacing the safe or installing a new lock, depending on the value of the safe. Our service line + 49 (0)2335 965 366 will be happy to help you find a specialist.
My key has broken off. What can I do?
First check whether the key bit is stuck in the lock. If this is the case, try to remove the broken part of the key to open the lock with the duplicate key. After that, you should take the duplicate key to a security dealer (locksmith), they will make a duplicate key for you.
What happens to the set code when you change the batteries?
As a rule, the code is retained and does not have to be reconfigured in all current safes from BURG-WÄCHTER after a battery change.
I would like to change my codes. How do I find the operating instructions?
On the BURG-WÄCHTER homepage you will find the appropriate operating instructions for each safe.
The electronic lock on my safe no longer gives any signals and/or does not react at all. What can I do here?
First of all, you should try to change the batteries. If necessary, you should clean the battery contacts and spray them with pole grease or contact spray. If the electronic lock still does not give a signal, you should try to remove the batteries and then press the ON/Enter button several times (min. 3x), insert new batteries and try again with the known code.
In which safe can you change the door:
a) after a burglary?
b) to change the locking system from S to E?
Both after a burglary and if you wish to change the locking system, it is possible to change the door on VdS-tested safes and weapon cabinets with resistance grade 0 (N) or higher. This is possible for the Karat, Diplomat, Office and Royal safes.
Questions about Basic-Safe / Smart Safe / Uni-Safe
I bought a new safe with electronic combination lock. Are the batteries included or where can I find them?
Yes, 4 batteries are included. You can find them either inside the safe or outside in the packaging material.
Does the electronic have an emergency lock with keys? If so, where are the emergency keys located?
Yes. The emergency key is located in a bag in front of the door.
I would like to fix my safe. Are dowels and screws included? If yes, where are they?
Yes. The screw bag is inside the safe or outside.
What can I do if no code is known anymore, but the door is still open?
Press theinside buttonand reprogram.
What can I do if no code is known anymore and the door is locked?
Openwiththe emergency key. Reprogram the code.
What happens to the set code when the batteries are changed?
Afterchanging the batteries, the code must be reprogrammed.
What is the code of my safe when delivered?
You can find all operating instructions ontheBURG-WÄCHTER homepage. The safe does not have a factory code.
I would like to fix my safe. Are dowels and screws included and where are they?
The appropriate dowels and screws are included in the delivery. You will find the screw bag in the protective cardboard in front of the door.
I would like to attach my safe to the back wall. Does the safe have drill holes provided for this purpose?
The holes are already provided in the rear wall and can be used directly for wall anchoring without any further preparatory work.
I want to fix my safe, but the screws are too short. What to do?
The enclosed screws are intended for direct direct attachment to the concrete wall or floor. For screed or masonry, please purchase appropriate fasteners.
The door on my safe rattles. How can I adjust the door play?
The door clearance is not adjustable on this safe.
Can I get a shelf for my safe?
Unfortunately, it is not possible to get a shelf for the Point Safe.
I bought a new safe with an electronic combination lock. Are the batteries included or where can I find them?
The batteries are included, there are 4 batteries in the battery compartment with separator strip.
Does the electronic have an emergency lock with keys? If so, where are the emergency keys?
Yes, there are emergency keys with this electronics. The emergency keys are located in the protective cardboard in front of the door.
What can I do if no code is known anymore, but the door is still open?
a) If the locking bolts are extended: Open with general code and reprogram with door open.
b) If the locking bolts are retracted: reprogram with the door open.
What can I do if no code is known and the door is locked?
Open the door with the emergency key. When the key is removed, the locking bolts extend again. Then insert the batteries. The inner lining of the door must be unscrewed. Turn the black plastic disk above the motor clockwise by hand so that the locking bolts retract (geared motor, runs slowly and somewhat heavily). Then you can reprogram the code.
What happens to the set code when you change the batteries?
With this electronic system, the set code is preserved and it does not need to be reset.
What is the code of my safe in delivery condition?
You can find all operating instructions on the BURG-WÄCHTER homepage. The factory codes are: User 168 - General Code 12345678.
My Point Safe does not respond to code entry. How can I open the safe?
Open the safe with the emergency key. Then check the batteries and replace them if necessary. Please use only high-quality brand batteries of type LR 6 and no rechargeable batteries!
How can I reset the electronics of my Point Safe?
Call the BURG-WÄCHTER service line: + 49 (0)2335 965 366.
I would like to fix my safe. Are dowels and screws included? If so, where are they located?
Yes, dowels and screws are included in a bag inside the safe.
I would like to attach my safe to the back wall. Does the safe have drill holes provided for this purpose?
There are 2 anchoring options provided in the back wall. However, the rear back wall of the safe body is not drilled through so that there are no visible holes in the back wall when the safes are placed freely. For wall anchoring, the outer wall must be drilled through from the inside out with a steel drill bit.
The door on my safe rattles. How can I adjust the door play?
An opening in the safe frame on the left (where the bolts lock into place) contains a bendable metal tab. You can bend this tab with a strong screwdriver so that the door closes snugly.
Can I get a shelf for my safe?
Yes, shelves are available for these safes, please ask your local dealer. (Find a dealer on our homepage).
I have bought a new safe with an electronic combination lock. Are the batteries included or where can I find them?
Yes, three batteries are included in the delivery, they are located in the battery compartment with separator strip.
Does the electronic safe have an emergency lock with keys? If so, where are the emergency keys located?
The electronics does not have an emergency lock, as safes with a certified electronic lock generally do not have a mechanical emergency lock.
What can I do if no code is known anymore, but the door is still open?
In this case, the circuit board must be replaced. Please ask your local dealer (dealer search on our homepage) or call the BURG-WÄCHTER service line (+ 49 (0)2335 965 366).
What can I do if no code is known anymore and the door is locked?
Please ask your local dealer (dealer search on our homepage) or the BURG-WÄCHTER Serviceline (+ 49 (0)2335 965 366).
What happens to the set code when you change the batteries?
With this safe, the code is retained and does not need to be reconfigured.
What is the code of my safe in delivery condition?
You can find all operating instructions on the BURG-WÄCHTER homepage. The factory code is 123456.
After entering the 6th digit, the safe will not open. (1)
In the electronics the symbol OK (green tick) lights up and the code is OK. However, the knob turns only 1/4 turn (from horizontal to vertical position). This means that one of the 3 batteries is defective and all 3 batteries must be replaced. Please use high quality brand batteries and not rechargeable batteries!
After entering the 6th digit, the safe will not open. (2)
The OK symbol (green tick) lights up in the electronics. However, the e-lock does not unlock (no clicking sound). In this case you should ask your local dealer (dealer search on our homepage) or call our BURGWÄCHTER service line (+ 49 (0)2335 965 366).
After entering the 6th digit, the safe will not open. (3)
The "X" symbol (red) lights up in the electronics. This means that the code has been entered incorrectly. Please try again with the correct code. Attention, after three wrong attempts a blocking time starts, this can be taken from the operating instructions.
After entering the 6th digit, the safe will not open. (4)
No symbol lights up in the electronics:
1. change batteries
2. clean battery contacts if necessary, or use pole grease or contact spray
If it still does not open, first remove the batteries, then press the ON/Enter key several times (min. 3 x), insert new batteries and try again with the known code.
I would like to fix my safe. Are dowels and screws included? If so, where are they located?
Yes, dowels and screws are included in a bag inside the safe.
I would like to attach my safe to the back wall. Does the safe have drill holes provided for this purpose?
There are 2 anchoring options provided in the back wall. However, the rear back wall of the safe body is not drilled through so that there are no visible holes in the back wall when the safes are placed freely. For wall anchoring, the outer wall must be drilled through from the inside out with a steel drill bit.
The door on my safe rattles. How can I adjust the door play?
An opening in the safe frame on the left (where the bolts lock into place) contains a bendable metal tab. You can bend this tab with a strong screwdriver so that the door closes snugly.
Can I get a shelf for my safe?
Yes, there are shelves for these safes, please ask your local dealer. (Find a dealer on our homepage).
I bought a new safe and unpacked it. Where can I find the keys?
One key is inside the safe, the other is outside in a bag or case on the back wall of the cabinet.
My key is broken off. What can I do?
First of all, check the key bit. Take the spare key to a security dealer (locksmith), who will make a duplicate key for you.
I would like to fix my safe. Are dowels and screws included? If so, where are they located?
Yes, for the CombiLine series, dowels and screws are supplied in a bag inside the safe.
I would like to attach my safe to the back wall. Does the safe have drill holes provided for this purpose?
There are 2 anchoring options provided in the back wall. However, the rear back wall of the safe body is not drilled through so that there are no visible holes in the back wall when the safes are placed freely. For wall anchoring, the outer wall must be drilled through from the inside out with a steel drill bit.
I want to fix my safe. The screws are too short.
The enclosed screws are for direct direct attachment to the concrete wall or floor. For screed or masonry, please purchase appropriate fasteners.
The door on my safe rattles. How can I adjust the door play?
The door clearance can be adjusted individually by means of a grub screw in the door rebate.
Can I get a shelf for my safe?
Yes, there are shelves for these safes, please ask your local dealer. (Dealer search on our homepage).
I have bought a new safe with an electronic combination lock. Are the batteries included or where can I find them?
The 3 batteries are included and are located in the battery compartment with separator strip.
Does the electronic have an emergency lock with keys? If so, where are the emergency keys located?
Safes like this one, with certified electronic lock, generally do not have a mechanical emergency lock.
What can I do if no code is known anymore, but the door is still open?
In this case, the circuit board must be replaced. Please ask your local dealer (dealer search on our homepage) or call the BURG-WÄCHTER service line (+ 49 (0)2335 965 366).
What can I do if no code is known anymore and the door is locked?
Please ask your local dealer (dealer search on our homepage) or the BURG-WÄCHTER Serviceline (+ 49 (0)2335 965 366).
What happens to the set code when the batteries are changed?
The code is retained and does not need to be reconfigured.
What is the code of my safe in delivery condition?
You can find all operating instructions on the BURG-WÄCHTER homepage. The factory code is 123456.
After entering the 6th digit, the safe will not open. (1)
The OK symbol (green tick) lights up in the electronics. Code OK. But the knob turns only 1/4 turn (from horizontal to vertical position). One of the 3 batteries is defective. All 3 batteries must be replaced. Please use high quality brand batteries. No rechargeable batteries!
After entering the 6th digit, the safe will not open. (2)
The OK symbol (green tick) lights up in the electronics. E-lock does not unlock (no clicking sound), ask specialist dealer (dealer search on our homepage) or call BURG-WÄCHTER service line (+ 49 (0)2335 965 366).
After entering the 6th digit, the safe does not open. (3)
The symbol "X" (red) lights up in the electronics. Code incorrect. Please try again with correct code. Attention, observe the blocking time after 3 unsuccessful attempts.
After entering the 6th digit, the safe does not open. (4)
No symbol lights up in the display
1. Change batteries
2. If necessary, clean battery contacts or use pole grease or contact spray
3. If it still does not work, first remove the batteries, then press the ON/Enter key several times (min. 3 x), insert new batteries and try again with the known code.
I would like to fix my safe. Are dowels and screws included? If so, where are they located?
Yes, for the Karat series, dowels and screws are included in a bag inside the safe.
I would like to attach my safe to the back wall. Does the safe have drill holes provided for this purpose?
There are 2 anchoring options provided in the back wall. However, the rear back wall of the safe body is not drilled through so that there are no visible holes in the back wall when the safes are placed freely. For wall anchoring, the outer wall must be drilled through from the inside to the outside with a steel drill.
The door on my safe rattles. How can I adjust the door play?
An opening in the safe frame on the left (where the bolts lock into place) contains a bendable metal tab. You can bend this tab with a strong screwdriver so that the door closes well and without a rattle.
Can I get a shelf for my safe?
Yes, there are shelves for these safes, please ask your local dealer. (Dealer search on our homepage).
I have bought a new safe with an electronic combination lock. Are the batteries included or where can I find them?
Yes, the two necessary batteries are in the battery compartment with separator strip.
Does the electronic have an emergency lock with keys? If so, where are the emergency keys located?
Safes like this one, with certified electronic lock, generally do not have a mechanical emergency lock.
What can I do if no code is known anymore, but the door is still open?
The circuit board must be replaced. Please ask your local dealer (dealer search on our homepage) or BURG-WÄCHTER Serviceline (+ 49 (0)2335 965 366)
What can I do if no code is known and the door is locked?
Please ask your local dealer (dealer search on our homepage) or the BURG-WÄCHTER Serviceline (+ 49 (0)2335 965 366).
What happens to the set code when the batteries are changed?
The code is retained and does not need to be reconfigured.
What is the code of my safe in delivery condition?
You can find all operating instructions on the BURG-WÄCHTER homepage. The factory code is 123456.
I am looking for a safe with fire protection. How much fire protection does which safe offer and what do the levels mean?
The level information is used to classify the individual models within the BURG-WÄCHTER family. If you are looking for a safe that offers both tested fire protection and certified burglary protection, we recommend a safe from the Combi-Line series, the MTD F 60 or an OfficeDoku.
My safe is closed and I no longer have a key. What can I do if I can no longer find a key?
Contact a local security specialist (dealer locator on our homepage). If the key was stolen or you lost it, we recommend either replacing the safe or installing a new lock, depending on the value of the safe. Our service line + 49 (0)2335 965 366 will be happy to help you find a specialist.
My key has broken off. What can I do?
First check whether the key bit is stuck in the lock. If this is the case, try to remove the broken part of the key to open the lock with the duplicate key. After that, you should take the duplicate key to a security dealer (locksmith), they will make a duplicate key for you.
What happens to the set code when you change the batteries?
As a rule, the code is retained and does not have to be reconfigured in all current safes from BURG-WÄCHTER after a battery change.
I would like to change my codes. How do I find the operating instructions?
On the BURG-WÄCHTER homepage you will find the appropriate operating instructions for each safe.
The electronic lock on my safe no longer gives any signals and/or does not react at all. What can I do here?
First of all, you should try to change the batteries. If necessary, you should clean the battery contacts and spray them with pole grease or contact spray. If the electronic lock still does not give a signal, you should try to remove the batteries and then press the ON/Enter button several times (min. 3x), insert new batteries and try again with the known code.
In which safe can you change the door:a) after a burglary?b) to change the locking system from S to E?
Both after a burglary and if you wish to change the locking system, it is possible to change the door on VdS-tested safes and weapon cabinets with resistance grade 0 (N) or higher. This is possible for the Karat, Diplomat, Office, and Royal safes.
I bought a new safe and unpacked it. Where can I find the keys?
With your new safe, there are emergency keys for the electronics. These, as well as the batteries, are located in the outer packaging in front of the door when you purchase the safe.
I would like to mount my safe. Are dowels and screws included? If so, where are they located?
Screws and dowels are included with this safe. The screw bag is inside the safe.
I would like to attach my safe to the back wall. Does the safe have drill holes provided for this purpose?
This safe is designed to be mounted to the floor only and therefore cannot be mounted to a wall.
What can I do if I no longer know the code, but the door is still open?
If you no longer know the code, but the door is still open, you should press the button on the inside of the hinge and reprogram the code.
What can I do if no code is known and the door is locked?
In this case, you should open the safe with the emergency key and then reprogram the code after pressing the reset button.
What happens to the set code when you change the batteries?
The code is retained and does not need to be reset.
What is the code of my safe in delivery condition?
You can find all operating instructions on the BURG-WÄCHTER homepage. The factory codes are: User 1234 - General code 123456.
Can I get a shelf for my safe?
Unfortunately, a shelf is not available for this safe.
I would like to fix my gun cabinet. Are dowels and screws included? If so, where are they located?
The fastening material is included in the scope of delivery, it is located inside the gun cabinet.
I would like to attach my gun safe to the back wall. Does the safe have drill holes provided for this purpose?
The holes are already present in the rear wall and can be used directly for wall anchoring without any further preparatory work.
The door on my gun safe rattles. How can I adjust the door clearance?
There are 3 screws in the door rebate for this purpose (top, middle and bottom). These can be adjusted to optimize the rattling to the correct setting.
Can I get a shelf for my gun safe?
Unfortunately, it is not possible to get one or more shelves with this safe.
I bought a new gun safe with electronic combination lock. Are the batteries included or where can I find them?
Yes, there are 2 or 3 batteries in the battery compartment with separator strip (depending on the electronic version).
Does the electronic have an emergency lock with keys? If yes, where are the emergency keys located?
Safes with certified electronic lock generally do not have a mechanical emergency lock.
What can I do if no code is known anymore, but the door is still open?
The circuit board must be replaced. Please ask your local dealer (dealer search on our homepage) or the BURG-WÄCHTER service line (+ 49 (0)2335 965 366).
What can I do if no code is known and the door is locked?
Please ask your local dealer (dealer search on our homepage) or the BURG-WÄCHTER Serviceline (+ 49 (0)2335 965 366).
What happens to the set code when you change the batteries?
The code remains unchanged.
What is the code of my safe in delivery condition?
You can find all operating instructions on the BURG-WÄCHTER homepage. The factory code is 123456.
My gun safe does not open. The electronics open the lock, but the door cannot be pulled open with or without the flap lever (depending on the model).
The door's transport lock is still active. First set up the gun cabinet vertically. There is a sheet of metal or cardboard strip underneath the door that must be removed so that the bolt mechanism can be moved and the door can be pulled open.
I bought a new safe with electronic combination lock. Are the batteries included or where can I find them?
Yes, there are 4 batteries included. You can find them either inside the safe or outside in the packaging material.
Does the electronic have an emergency lock with keys? If so, where are the emergency keys located?
Yes. The emergency key is located in a bag in front of the door.
I would like to fix my safe. Are dowels and screws included? If yes, where are they?
Yes. The screw bag is inside the safe or outside.
What can I do if no code is known anymore, but the door is still open?
Press theinside buttonand reprogram.
What can I do if no code is known anymore and the door is locked?
Openwiththe emergency key. Reprogram the code.
What happens to the set code when the batteries are changed?
Afterchanging the batteries, the code must be reprogrammed.
What is the code of my safe when delivered?
You can find all operating instructions ontheBURG-WÄCHTER homepage. The safe does not have a factory code.