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I think I got lucky then. The same thing happened to my gunvault safe last year. Search on the internet and found out this is a common problem. So I called gunvault, the technician asked for the serial number of the safe, which you have to look inside the safe. Well, l misplaced my spare key and was not able to open the safe at that time. The spare key is like $25 I think. But the technician sent me a a spare key at no charge after I faxed in a copy of my receipt. I opened the safe with the spare key, gave him the serial number. He then sent me a new unit with a return postage to send back the bad one. So lesson learned is keep the spare key