The shackle is not releasing. What should I try?

The shackle is not releasing. What should I try?

  1. Check Bluetooth connection. If you are trying to open the lockbox with the Vault Enterprise App, make sure Bluetooth has been turned on and been given permission within the app.


  1. Ensure shackle insertion. Be sure the shackle is fully inserted into the lockbox. In other words, the rubber feet of the shackle should be touching the body of the box. If gravity is pulling the shackle apart from the body, position the box in a manner that keeps the shackle touching the box; this may require two hands or flipping the box upside down entirely. If this doesn't work, it may help to push down on only the left shackle leg into the lock box before trying again.


  1. Wait to hear the clicks. If you attempt to pull the shackle out before the box clicks, you will have to wait to try again. If you hear a click and the shackle still does not release, ensure that the shackle is completely inserted into the body of the box and try again (see 2 - Ensure shackle insertion).


  1. Do not use the clear, circular button as an Enter button. If you are trying to use a Primary Code to release the shackle, make sure you are following the appropriate procedure:

  1.  Press and hold down the circle button, also known as the Reset button.

  2. While holding down on the circle button, press the first digit of your Primary Code and QUICKLY release both buttons at the same time.

  3. Continue entering the rest of your Primary Code. Do NOT press the first digit again, as you have already entered it.

  4. The inner locking mechanism will release the shackle (you will hear a click) and the reset button light will turn green.

  5. Pull up to remove the shackle within the timeframe of the auto-relock delay.

5. Use your muscle. The inner lock mechanism can be stiff; most shackles will not "slip" out of the box without some effort. Do not hit the lockbox with a hammer, rubber mallet, or other tool.


6. Change your grip. Try holding the box with both hands, taking the weight of the box OFF of the shackle/doorknob.
If the shackle releases, please consider lubricating the shafts (https://www.masterlock.com/cms/locker/care). Once received from MIBOR, the electronic lock box is the property of the agent/owner. If you have tried all of these steps and still cannot remove the shackle from your lockbox, please call Master Lock's 24/7 Support Line at 800-574-7260. Master Lock's one-year warranty will cover mechanical or physical defects but does not compensate for loss or theft. If Master Lock deems the lockbox defective, they will arrange for a locksmith and file a ticket with MIBOR's Membership department to issue a replacement.



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