FREQUENTLY ASKED QUESTIONS Where can I purchase from?
A complete listing of dealers will be available on-line in the very near future. In the meantime please complete our contact form giving us clear details of the nearest town or city and the country you reside, and local supplier information will be sent to you by return. Is there a key replacement service?
Yes, a replacement key service is available. For security reasons, replacement keys will only be issued to users who have retained proof of purchase and have previously logged their key number via this website or by returning the registration form that was included with the item when you purchased it. For further details please see the key registration section. Can I get shorter or longer cable lengths?
Yes, for the Cable Lock/Alarm and the ComputaLock/Alarm shorter or longer replacement cables are available (a charge will apply for the cost of the cable and postage). For more details please submit your request using the contact form. How long do the batteries last?
Good quality alkaline batteries, such as Energiser or Duracell, are required for optimum performance. Typically, under average usage and operating conditions, they will last 6 - 12 months. There is a LED on each product that flashes when the unit is locked. If this LED stops flashing or becomes very faint then this indicates the battery needs changing. On the Lock/Alarm ‘Mini’ there is a low battery indicator feature. Another way of checking the state of the battery is to test the alarm (see individual product instruction leaflet for details). If the batteries go dead will it affect the locking mechanism on the product?
The batteries only power the alarm function and do not affect the locking mechanism, which is totally mechanical - so the device will still lock and unlock even if the battery is dead. Can the batteries be removed to disable the alarm function?
No. On each product the batteries are located in a tamper proof compartment, which when the device is being used cannot be accessed by anyone except the authorised user. Are the products weatherproof?
Yes, the products are suitable for use outdoors in all normal weather conditions. In extreme weather conditions and/or extremely wet environments it is advisable to place the Lock/Alarm device in a sheltered position or wrap a clear plastic bag around the main unit to protect it. This will help prolong battery life and give optimum reliability. How resistant to attack are the products?
No security product is totally infallible against a highly determined and/or professional thief. However, Lock/Alarm products offer a very good level of security and represent a significant deterrent factor. Opportunistic theft accounts for over 98% of all thefts in most countries around the world and it is these opportunist thieves that these products will help protect against. Firstly, most opportunist thieves will choose easy and vulnerable targets, so any possessions secured by a Lock/Alarm device will often be ignored in favour of not so well secured items. Secondly, an opportunist thief will most likely run off at the first sound of any alarm. These are viewpoints consistently backed up by comments made by Police and security consultants around the world. Having sold over a million Lock/Alarm devices worldwide there are less than 10 known cases from customers of their items actually being stolen but literally 1000's of reports from users stating the products helped save their valuables from theft in some way. What makes the alarm sound? LOCK/ALARM, LOCK/ALARM XT, LOCK/ALARM XL, COMPUTALOCK/ALARM & PORTASAFE : The cable has a special conductive central core that creates a “loop circuit” when the cable is locked in place. Any action that breaks the “loop circuit” either permanently or momentarily will activate the alarm. Therefore, if the product is used correctly, the alarm will only sound when one of the following occurs: (1) when the cable is cut (usually by 50% or more through) (2) when the cable end is pulled out of the lock hole (this requires a huge amount of force!) (3) when a sustained attempt is made to force open the main lock unit, or in the case of PortaSafe force open the lid. It is important to understand these products do NOT have a movement sensor feature so accidental knocks from passers by, windy conditions, movement caused in transit etc. should NOT cause the alarm to sound. Essentially, if the alarm sounds then it means someone is attempting to steal your possessions. HEAVY DUTY LOCK/ALARM & LOCK/ALARM ‘MAXI’ : The cable has a special conductive central core that creates a “loop circuit” when the cable is locked in place. Any action that breaks the “loop circuit” either permanently or momentarily will activate the alarm. Therefore, if the product is used correctly, the alarm will only sound when one of the following occurs: (1) when the cable is cut (usually by 50% or more through) (2) when a sustained attempt is made to force open the main lock unit LOCK/ALARM ‘MINI’ – STANDARD & NOTEBOOK EDITION: The cable has a special conductive central core that creates a “loop circuit” when the cable is locked in place. Any action that breaks the “loop circuit” either permanently or momentarily will activate the alarm. Therefore, if the product is used correctly, the alarm will only sound when one of the following occurs: (1) when the cable is cut (usually by 50% or more through) (2) when the cable end is pulled out of the lock hole (this requires a huge amount of force!) if the movement sensor is set, when the lock is disturbed by someone. What about “false alarms”?
If the unit is functioning correctly and being used exactly as per the instruction manual “false alarms” should NOT occur. The same applies for the Lock/Alarm ‘Mini’ when the movement sensor facility is not being used. For exact details see the “What makes the alarm sound?” question above. I thought most people ignore alarms?
It is a fact certain alarms such as those installed in cars and in buildings are sometimes ignored by members of the public, however continual feedback from users of Lock/Alarm devices prove the case to be different. They are most commonly used in close vicinity to the owner and/or in busy locations where if an alarm sounds and someone is seen to be acting suspiciously then considerable attention is attracted. In addition, Police state that opportunist thieves (who account for approx. 98% of all thefts) will most likely run off empty handed at the first sound of an alarm. To back all this up there are 1000’s of reported cases from users whereby in their opinion the alarm prevented the theft of their possessions. Is there a warranty/guarantee with the products?
Yes, each product is warranted/guaranteed against defects in material and workmanship for a period of 12 months. Proof of purchase will be required. At its option the manufacturer will either repair or replace the product. Have they been tested by independent and recognised organisations?
Yes, all the products have been tested by world renowned independent testing organisations, and comply with regulations set by BS, FCC, TUV etc, and also for conformity with the relevant CE, RoHs and WEEE directives. TROUBLESHOOTING LOCK/ALARM, LOCK/ALARM XT, LOCK/ALARM XL AND COMPUTALOCK/ALARM: Alarm does not sound or only makes a “clicking” noise when tested
Check you are using a high quality alkaline battery (for example Duracell or Energiser). Check battery life. When the key is turned with the cable end inserted into the lock hole the alarm sounds
Ensure the cable end is clean of dirt or grease and that it is fully inserted all the way into the lock hole. You should also hold the cable in the lock hole at the same time as turning the key. Sometimes, particularly when new, the cable requires gentle force to fit into the lock hole. Where is the lock hole?
On the front between the lock and the red cable clamp is a small plastic flap. Lift the flap up to reveal the lock hole. You may need to release the red cable clamp first to access the flap. Difficulties removing the front cover
Firstly ensure the lock/key is in the unlocked position. With the cable unwrapped locate the two release tabs (as shown in the instruction manual) and using a small screwdriver gently press one of the release tabs whilst pulling the cover away from the base. If this is not successful try the same procedure with the other release tab. PORTASAFE: Alarm does not sound or only makes a “clicking” noise when tested
Check you are using a high quality alkaline battery (for example Duracell or Energiser). Check battery life. When the key is turned with the cable end inserted into the lock hole the alarm sounds
Ensure the cable end is clean of dirt or grease and that it is fully inserted all the way into the lock hole. You should also hold the cable in the lock hole at the same time as turning the key. Sometimes, particularly when new, the cable requires gentle force to fit into the lock hole. When carrying the PortaSafe with the lid locked the alarm occasionally sounds
A sensor is located in the lid to detect forced entry attempts. Sometimes, particularly if carrying heavy items inside the PortaSafe or if the cable or lid is being jerked strongly during carrying, then the alarm may very occasionally sound. Simply unlock the PortaSafe to stop the alarm and then lock it again ensuring the cable end is fully in the lock hole. HEAVY DUTY LOCK/ALARM AND LOCK/ALARM 'MAXI': Alarm does not sound or is very quiet when tested
Check you are using good quality batteries, preferably Alkaline (such as Duracell or Energiser). Check battery life. Difficulties removing battery cover
Firstly ensure the key is inserted into the lock and the unit is unlocked. Secondly, ensure the battery cover retaining screw is removed. Sometimes, when new, the battery cover is quite a tight fit and may need some gentle force to remove it. If still unsuccessful then try using a small flat head screwdriver to gently lever the end of the battery cover from the main lock body. LOCK/ALARM ‘MINI’ – STANDARD & NOTEBOOK EDITION: Alarm does not sound or is very quiet when tested
Check battery life, and replace batteries if necessary. If battery life is OK, remove and refit batteries to reset. The steel cable will not totally retract back into the main unit
Sometimes the cable might not always sit neatly on the retracting spindle inside the unit and therefore not all the cable will retract back inside. In such a circumstance, hold down the cable trigger button and gently pull some of the cable out again, then allow it to retract back slowly into the unit. Repeat several times if necessary pulling out less cable each time. STILL EXPERIENCING DIFFICULTIES? PLEASE USE THE CONTACT FORM ON THIS WEBSITE AND A CUSTOMER SUPPORT REPRESENTATIVE WILL BE IN TOUCH SHORTLY. | 
