TROUBLESHOOTING Stuck Wheels or Bands When Resetting Combo
There is a chance that your combination reset did not fully engage, or that the band got jammed into the lock head without pressing the button while inserting. Try the following steps in order to get the band to release. Watch the videos below for troubleshooting and combination reset tips. IMPORTANT: Do not reset the combination with the band inserted in the lock.
|WHAT TO DO if your OTTOLOCK band is stuck in the lock:||WHAT TO DO if your numbered wheels are locked:|
|Step 1: Roll the combination back to 000 or the last known combination and make sure the button pushes in. If the button does not push in on the combo, please contact email@example.com.||Step 1: Confirm that the button still pushes in. You may need to do a double thumb push (overlap one thumb over the other) for a little more force in getting the button to press flush to the lock head. This may free up the locked wheels.|
|Step 2: Adjust/rock ("wiggle") each numbered wheel into place - sometimes a slight adjustment will help align the inner mechanisms. You may need to "wiggle" a few times - this is ok. Be sure you are aligning the numbers between the two raised indicators. Continue to push the button - sometimes you can feel a little more "give" as you wiggle the wheels and settle them into the proper position. You want the button to press flush to the side of the lock head.||Step 2: Try to reset the combination again using a push pin. IMPORTANT: do not use a safety pin or paperclip as these do not have the necessary strength. Be sure to push all the way in until it stops as sometimes the click may be difficult to hear. Activating the reset and pushing the button flush to the lock head should free up the wheels.|
|Step 3: If the button is not flush to the lock head and the band is still stuck, you may need to do a double-thumb push (overlap one thumb over the other) for a little more force. Be careful not to use more than thumb force or you may engage the breakaway button which will render the lock useless. Sometimes with a new lock the internal mechanisms are a little tight and will loosen up with use.||Step 4: If the button presses flush and the band is still jammed, alternate pushing/pulling the band while pressing the button to get the band to release.|
If none of those steps worked...
The breakaway button may have been activated. This would mean you will be unable to withdraw the band from the lock head. You can determine if the breakaway has been activated by seeing if the button looks a little crooked. You may need to look from several angles. If the breakaway button has been activated then the lock is no longer functional.
Crooked angle = activated breakaway button
If your band is still stuck and you haven’t activated the breakaway button, please email us at firstname.lastname@example.org for further assistance.
If you're still having trouble….
Contact us at email@example.com for assistance.