TROUBLESHOOTING Stuck Bands or Wheels
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.
For additional OTTOLOCK Support/FAQ, click here.
|WHAT TO DO if your OTTOLOCK band is stuck in the lock:||WHAT TO DO if your numbered wheels are locked:|
If your lock button will not depress it is possible your code has accidentally reset near the original code. Start with the code you think is right and try neighboring codes (e.g. if code is 1-2-3, try 1-2-4, 1-2-5, and 1-2-2, 1-2-1). Next try rolling one whole row up and down from your original combo.
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.
The combination may be unknown or different than intended. Going through the numbers sequentially is the easiest way to find an unknown combination.
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.
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. Contact us at firstname.lastname@example.org for further assistance.
Crooked angle = activated breakaway button
If your band is still stuck and you haven’t activated the breakaway button, please email us at email@example.com for further assistance.