Products FAQs

Safes

 

Keys

  1. I lost my keys and need to order replacements.

If your safe was purchased before 2011 please contact First Alert at 800-323-9005 or WWW.FIRSTALERT.COM. As you have an older model safe which First Alert will be able to provide assistance with getting keys for your safe.

If your safe was purchased 2011 or after, please contact LH Licensed Products by Phone (877-354-5457) or by Email LHLPCustomerservice@LHLPinc.com. Make sure to provide either a model, serial, and/or key number so we can verify which exact safe you have. From there once we verify your safe, we will ask you to fill out a Product Ownership Verification Form. The collection of this information is solely for your own safety to prevent others who may not own the safe from trying to gain access to your unit. The requirements of filling out the Product Ownership Verification form will be providing a copy of your picture ID (Mandatory), A copy of your receipt or Notarizing the Product Ownership Form. (Note: If a receipt CANNOT be provided the form MUST be notarized. If a receipt IS Provided, the form DOES NOT have to be notarized). Open the following link to find the complete instructions for purchasing replacement keys. www.LHLPKEYS.com 

  1. Where will I find the key number?

The key number is normally located on both the key and front side of the lock.

  1. I opened my new safe and there were no keys.

Please contact LH Licensed Products, Inc. by phone 877-354-5457 or by email LHLPCustomerService@LHLPinc.com for further assistance.

  1. I can’t get my key to turn when inserted into the lock.

Please make sure the key number on your keys matches the key number on the key lock. If the lock does not have the number etched on the lock, please verify if the number on your keys matches the key number that is on the serial number. Usually, the key number is the 2nd Set of 4 digits on the serial number. The 2nd set of 4 digits will be indicated below with the X’s.

Example: LP 1234 XXXX 5678 5105

If the key matches and cannot be turned, please try spraying WD40 in the key lock. Spray it for 2 seconds, then let it soak for 20 seconds, then try turning the key again. If that still does not work, please contact Customer Service at LHLPCustomerservice@LHLPinc.com for further assistance.

If the key is stuck in the key lock, please contact LHLPcustomerservice@LHLPinc.com for further assistance.

  1. Why does my safe include 4 keys?

Depending on which model you have, some models will include 4 keys. Two (2) Companion keys, and Two (2) Emergency Override keys. The companion key is used with the Entry code, and the Emergency override keys allow you to gain access to the safe without the Entry code at any given time.

  1. I own more than one Honeywell safe. Can all my safes be keyed alike?

No, for security purposes the Honeywell factory ships out the units with random key numbers. This is to ensure the security, so there are no duplicate key numbers.

Batteries

  1. What type of batteries does my safe require?

This depends on the model number of your safe. Generally, most safes require (4) AA alkaline batteries. However, if unsure, then you should refer to your operation manual or contact LH Licensed Products, Inc. Customer Service.

  1. How often should I change the batteries in my safe?

Batteries should be replaced with a fresh set at least once a year. However, if access to the safe is made on a regular basis, then replacement should be made more often. Always replace with alkaline or lithium batteries.

Operation

  1. I forgot my combination, what do I do?
  • If you have access to the Operating Manual, please check the First or Last page of the manual as there will be a combination sticker attached to the manual.
  • If you still cannot find the combination, please contact Customer Service at LHLPcustomerservice@LHLPinc.com or by phone 877-354-5457
  1.  I received my safe locked and need to know how to open it?

If you have the override key and/or combination and still cannot open the safe, please contact Customer Service for further assistance at LHLPcustomerservice@LHLPinc.com or by phone 877-354-5457.

  1. When I enter my pass code into the digital keypad, it will not open my safe.

Please follow steps below:

  • Make sure you are imputing the proper digital pass code
  • Check to make sure the batteries are in proper working order. Replace if necessary.
  • Make sure your safe is not in the factory lockout mode. Wait a few minutes and try your pass code again.
  • If unsuccessful, contact LH Licensed Products, Inc. Customer Service.
  1. I can’t get the safe open when I enter the combination provided with the safe.

Make sure you follow the instructions for entering the combination numbers exactly as outlined in the operation manual. If problems continue, contact LH Licensed Products, Inc. Customer Service for assistance.

  1. Wrong code entered. What does the message HoldO5 mean?

Almost all LH Licensed Products, Inc. digital safes have built in security to prevent unauthorized access to the safe when the password is unknown. If the incorrect password is entered onto the keypad 3 or more times, the safe will automatically revert to the security lockout mode. This will prevent the continued entry of all passwords for at least 5 minutes. When the lockout period ends continued attempts to enter a wrong password will put the safe back into a lockout mode. During this time access to the safe can only be made using the emergency override key.

Note: All safe times are different please refer to the manual for model lockdown times.

  1. Can my safe be permanently secured to a floor or wall?

Depending on the safe, the answer is yes. All LH Licensed Products, Inc. Steel Security Safes and certain Fire safes include factory pre-drilled mounting holes. Included with these safes is also the necessary hardware needed to secure in place. However, depending on the type installation required, additional hardware and/or the help of a professional installer may be required. You should refer to the operation manual provided with the safe and if you have additional questions, you should contact LH Licensed Products, Inc. Customer Service.

  1. What is the best and safest way to clean my safe?

If you need to wipe down your safe, use a non-abrasive cleaner like Windex and a soft rag or paper towel. Never use abrasive cleaners, abrasive sponges or chemical cleaners as they could permanently damage the surface and/or faceplate of the safe.

Fireproof/Waterproof

  1. Is my safe Fireproof and if so for how long?

This depends on the type and model number of the safe you are inquiring about. Your operating manual will provide you with this information and you can also contact LH Licensed Products, Inc. Customer Service. Be prepared to give the representative the model number of your safe.

  1. What is the difference between fireproof and fire-resistant?

Fireproof means the item can withstand a fire for a period of time without fire damage to contents and have been tested by a 3rd party. Please see manual for rating.

Fire-resistant means safes can withstand high temperatures but has not been tested by a 3rd party.

  1. What does the UL Listing mean?

When deemed necessary, certain LH Licensed Products, Inc. products are submitted for independent testing to establish performance standards for that product. Underwriters Laboratories (UL) is one of the independent testing facilities used to evaluate and test our products.

  1. What does the UL 1-hour fire rating mean?

The UL 1-hour fire rating means that the inside of your safe will maintain an interior temperature of 350° or less for up 1 hour while outside temperature can reach 1700°. At this temperature, documents and valuables will remain protected. A safe with a 2-hour fire rating will maintain an interior temperature for up two hours.

  1. I noticed moisture in my fire safe. Is this normal?

Because most fire safes are airtight, moisture can slowly develop on the inside. This is especially true in regions of high humidity. For this reason, it is recommended that safes be opened at least once or twice a month to allow air to circulate and to also examine the contents. It is also recommended that 1 or 2 silica gel packs or a small dehumidifier be placed in the safe to help keep moisture buildup to a minimum. Another good idea is to place important documents (passports, certificates, deeds, etc.) into a zip lock type bag prior to placing in the safe.

  1. Is my safe waterproof and if so for how long?

Please refer to the manual to check the Fire Rating. If you’re still unsure, please contact Customer Service at LHLPcustomerservice@LHLPinc.com or by phone 877-354-5457.

  1. What is the difference between waterproof and water-resistant?

Waterproof means the item can be submerged in water for a period of time without water damage to contents. Verified testing by a 3rd party. Please see manual for rating.

Water-resistant means safes can be sprayed with water without water getting inside but has not been tested by a 3rd party. Check your operating manual for rating. 

  1. Can I store medication inside my safe?

Instruction manual warning states safes/chests are not intended for the storage of medications, firearms, ammunition, or combustible items of any kind.  

Due to the airtight seal, if you forget to open your safe and air it out occasionally, there will be moisture buildup inside the unit. If not aired out the moisture will accumulate and cause mold. This not only applies to the Honeywell branded safes, but for all safes in general that label their safe fire/waterproof and not fire/water-resistant.

Warranty

  1. What kind of warranty does my safe have?

Your new safe includes a 1, 3 or 5-year warranty from date of purchase. Specifics are listed on the back page of the operating manual and can be found on web page for the Model #.

  1. My safe was broken into and damaged. Is this damaged covered under the warranty?

The LH Licensed Products, Inc. warranty does not cover damage caused by forceful entry into the safe.

  1. What is not covered under my warranty?

Please refer to the safe instructions in the manual. For any further questions, please contact Customer Service at LHLPcustomerservice@LHLPinc.com or by phone 877-354-5457.

  1. I just received my safe and it appears to be damaged. What should I do?

Immediately contact the place of purchase as they will provide instructions on how to receive a replacement or refund. You are still within the store return policy. If they are still not able to assist, please contact Customer Service at

LHLPcustomerservice@LHLPinc.com or by phone 877-354-5457

  1. If my safe won’t open due to a malfunction, will LH Licensed Products, Inc. pay to have a professional locksmith open it?

This depends on the nature of the problem and you will need to contact Customer Service for further assistance.

  1. How do I get a warranty replacement for my safe?

If your safe is still covered under the LH Licensed Products, Inc. warranty, then repair or replacement will be made at our discretion. You should contact LH Licensed Products, Inc. Customer Service and they will instruct you on the proper procedures to follow.

  1. Where is the serial number located on the safe?

The serial number is located on the bottom right hand front corner of the safe or on the right side of the safe. Some smaller safes do not have serial numbers, only key numbers located on the front of the lock.

Parts

  1. Can I order replacement parts for my safe?

Depending on the safe, certain parts are replaceable and can be ordered. Contact LH Licensed Products, Inc. Customer Service and be prepared to provide the model number of your safe and a description of the part needed. You will then be told if the part is covered by warranty and if not, what the availability and replacement cost is.

  1. Are compression latches replaceable?

Unfortunately, these parts are unavailable. In the event this happens, please contact Customer Service for further information.

  1. I did not receive the mounting kit with my new safe.

Contact LH Licensed Products, Inc. Customer Service at 877-354-5457.

Return

  1. My safe is 10 years or older. Who do I contact for questions or return?

Although it’s a Honeywell branded safe, the licensing during that time for the Honeywell Brand was covered under First Alert. Grey or green colored units are indicative of First Alert safes. You will need to contact First Alert for assistance.

  1. I no longer want or need safe. How can I return my safe?

If you’re still within the store return policy, immediately contact the place of purchase so they can set up the return process for you.  Anything outside the return policy with the store will result in you keeping the safe. LHLP does not provide monetary reimbursements for safes that are no longer wanted by the customer. If a monetary reimbursement is still required by the customer, the customer must contact the place of purchase for a refund. LH Licensed Products is solely for tangible warranty replacements.

Order

  1. Can I order a new safe direct from LH Licensed Products, Inc. ?

LH Licensed Products, Inc. does not sell safes direct to individual customers. All sales are made through our authorized retail or E-commerce dealers. If further information is needed, contact LH Licensed Products, Inc. Customer Service.

 

Locks

 

Programming

  1. My new Honeywell door lock will not program?

Unplug wiring harness then reconnect. When the last battery has been inserted press the lock button 3 times to factory reset the door lock. Press 123456 + unlock. If you receive a green light, then your lock is ready to program. Please complete each step within 5 seconds.

  1. Honeywell deadbolt operates backwards.

Unplug wiring harness then reconnect. When the last battery has been inserted press the lock button 3 times to factory reset the door lock. Press 123456 + unlock. If you receive a green light, then your lock is ready to program. Please complete each step within 5 seconds.

  1. Does the BLE lock work with my WiFi?

To use your Honeywell BLE lock via WIFI, you will need to purchase the Honeywell gateway to pair with your device. Once paired you will be able to unlock/lock your door remotely from anywhere in the world. 

  1. How do I factory reset my door lock?
  • For all our classic models that you program by using the keypad will do as follows. Remove one battery and wait for 10 seconds. After 10 seconds go ahead and reinsert battery then immediately press the lock button 3 times in a row. You will receive a green light to confirm success.
  • If this a Bluetooth door lock, you will need to dismantle the battery side of the lock from the door. Once you have removed that side of the lock you will then turn it around a locate the reset button near the bottom of the lock. You will then reinsert the batteries and hold the button down till you hear a beep. Reinstall lock.
    1. Deadbolt will only work when key is inserted in cylinder.

    The tailpiece has been installed in the incorrect position. Please dismantle lock from door and make proper adjust to the tailpiece. Reinsert lock, be sure that the deadbolt is unlocked before installing the lock.

    1. How can I purchase extra keys?

    You will need to return the place of purchase to have additional keys made. The key type is KW1.