Frequently asked questions

In the event of a lockout or malfunction, you can report the problem directly to us at SalesAdmin@MOEM.com.my.

Charges will vary depending on the extent of repairs or services required, as well as any transportation/location charges.

Routine maintenance is to keep your safe’s lock in good working condition and is a preventative measure against costly lockouts. Most locksmiths can perform routine maintenance, though you should consider whether they are familiar with the locks sold with your safe before consulting them for maintenance. More information on your lock can be found in your safe manual.

For lost keys, you may request for a replacement key. Please fill in the Service Enquiry form here. We may at a later date ask you to provide a copy of your initial sales receipt as proof of sale.

In the event of a forgotten combination, we offer services to force open the safe, with costs subject to the product model, required repair works, and replacement parts. Transportation, location and inspection charges may also apply. Please fill in the Service Enquiry form here

Most mechanical locks can be upgraded to a digital or biometric lock. For a range of what types of locks are available, you can visit our accessories page.

For further support and installation guidance, please consult with our technical support team at +603-33928000 , email our team at SalesAdmin@MOEM.com.my, or submit a Service Enquiry

For optimum security, position your safe where it is not visible from windows or normal traffic areas. It is recommended that you position your safe away from exterior doors and windows. For optimum fire protection, we recommend placing your safe away from areas where a fire is likely to start or burn exceptionally hot.

If you live in an older home or have purchased a large safe, it is recommended to install the safe near a load-bearing wall.

It is recommended to install your safe in an enclosed, climate-controlled environment. The safe must not be exposed to weather or extreme humidity.

Please consulting our troubleshooting guide below. In the event that your issue is not covered in our trouble shooting guide, please consult with our technical support team at +603-33928000 , email our team at SalesAdmin@MOEM.com.my, or submit a Service Enquiry.

We’d love to help! Visit our contact page, and submit a form for any range of enquiries and we will do our best to get back to you as soon as we can!

Additionally, you may call us at +603-33928000 or drop us an email at SalesAdmin@MOEM.com.my.

TROUBLESHOOTING GUIDE

Make sure that you are using the correct key that was provided with your safe. Verify that the combination is set at zero before attempting to turn the key. Ensure key is fully inserted before attempting to turn the key.

Check lock-bolt pressure. It is possible that one or more of your numbers may be off slightly from those shown in this manual. The actual combination number may have shifted slightly during shipping. Try dialing 1 up or 1 down from each number in the combination.

Verify that the door is shut completely, the handle rotated completely and chrome locking bolts are extended to their locked position. Then rotate the dial to lock the safe. Verify that interior shelves are pushed back as far as possible, and that the floorboard is pressed down to the bottom of the safe floor.

  • The locking mechanism of a safe can, under certain conditions, place pressure on the side of the lock’s bolt. This is often caused by something inside the safe pressing against the door or by something caught between the safe door and its frame. When this occurs, the lock will not operate properly. To relieve side pressure on the lock bolt, move the safe’s handle to the fully locked position, then re- enter a working code. The lock should open.

 

  •  If the lock “chirps” when keys are pressed, but it will not open, the batteries may be drained to the point that they will not operate enough to open the lock. Follow the battery replacement procedure in your manual.