The lock is in lock out. Lock out is a security feature that is activated when an incorrect code is entered multiple times. To resolve the issue do not remove the batteries, walk away from the safe and do not push any buttons for 20 minutes. After 20 minutes, if you know the code you can key it in to the lock and open the safe. If you do not know it, you will need to contact us to obtain the over ride code. You are welcome to call our office if you have any questions about your Gardall products.