Michael Turner
Try this sequence: set all dials to 0-0-0, pull up shackle fully, flip small program tab at base of lock toward interior using flathead screwdriver, rotate dials to new three-digit code, push shackle down until it clicks, scramble digits and test lock twice. If lock uses push-button TSA model, press red programming pin with a thin tool while setting digits.
If a mechanical unit remains stuck, apply 1–2 drops of light machine oil to pivot, work shackle gently for 10 cycles, then repeat sequence. Do not force parts beyond slight resistance; forcing risks permanent breakage. For zipper-pull models, align center pin before rotating dials.
For TSA-branded units, locate small keyhole stamped with TSA and consult manufacturer code sheet inside packaging or visit brand website; have model number (usually stamped on underside) ready. Contact customer support with model and serial; typical reply time is 24–72 hours. Keep proof of ownership ready: purchase receipt, order confirmation, or photo showing brand logo.
If an electronic keypad fails, remove battery (common sizes: CR2032 or AA), wait 30 seconds, insert fresh battery and program per on-body label or printed leaflet included with bag. Record any error codes exactly and include them when contacting support. If repair on site is required, request part cost and turnaround time before approving work.
Reprogram the three-digit code now using the recessed set pinhole and a paperclip
Set the dials to the current digits (try 0-0-0 first), insert a straightened paperclip into the tiny reset hole beside the leftmost wheel and press until you feel a click; while holding the pin depressed, rotate all wheels to the new three-digit code, then release the pin and cycle the wheels 10 times to confirm.
If the existing code is lost
- Apply gentle pulling force on the pull-tab or shackle while rotating each wheel slowly; when a wheel hits the correct digit you will feel a slight give or the pull will move a fraction – lock that digit and move to the next.
- If tactile method fails, brute-force by testing sequential codes in blocks (0–99 for last two digits with the first fixed), keeping a systematic log to avoid repeats; prioritize likely personal numbers (year, month).
- For three dials the worst-case is 1,000 attempts – allow several minutes and take short breaks to avoid mistakes.
If the mechanism is jammed or won’t accept a new code
- Tools: straightened paperclip or 0.8–1.0 mm pin, small Philips screwdriver, silicone spray (not WD-40), lint-free cloth.
- Apply one drop of silicone lubricant into the notch where the shackle sits and work the wheels back and forth; try the reprogram sequence after 30 seconds.
- Remove the telescoping handle (if applicable) to access internal screws only if you accept voiding warranty; inspect for obvious debris or bent parts and gently free them with a flat tool.
- If digits slip when setting, hold the reset pin pushed for an extra 2–3 seconds after rotating wheels before releasing.
If mechanical repair is beyond your comfort level, gather the model name and serial (usually printed on the interior seam or on a sticker inside the main compartment), take high-resolution photos of the lock area and purchase proof, then contact brand support for a replacement lock module or guidance. Replacement modules typically cost between $20 and $60 through manufacturer service or authorized repair shops.
- Avoid drilling the lock yourself – take the case to a locksmith to preserve shell integrity and reduce repair cost.
- As a temporary travel solution use a TSA-approved external padlock or a short cable lock through zipper pulls; keep receipts and photos for any warranty claim.
Verify current code and dial position before attempting change
Align all dials to known digits, pull shackle straight up until a tactile click confirms unlock; if lock opens, proceed to program new digits only after a successful verification.
If lock fails to open, set dials to 0-0-0 (common factory default) and try again; inspect inside zipper cavity or underside of case for a recessed push-pin or tiny notch used for programming – use a paperclip or SIM tool to engage that mechanism while applying light upward pressure on shackle.
Ensure each dial index mark sits exactly at its reference groove before any rotation for programming; one click off will block acceptance. When rotating digits to new values, move slowly and feel for subtle detents; abrupt turns can skip over intended numeral.
Log current code on paper or photo before changing, test new setting at least three consecutive open/close cycles, and keep spare tool (small flathead or pin) in a secure pocket while testing to avoid forcing parts when mechanism binds.
| Step | Action | Expected indicator |
|---|---|---|
| 1 | Set dials to known code and pull shackle | Tactile click and shackle lifts |
| 2 | Try 0-0-0 if unknown, then reattempt pull | Shackle lifts or remains fixed (diagnostic) |
| 3 | Locate recessed programming pin; press while holding shackle up | Ability to rotate dials into new numbers |
| 4 | Set new digits, release pin, cycle lock 3 times | Consistent open/close on chosen digits |
| 5 | If mechanism jams, apply small lubricant drop to tumblers and repeat steps | Smoother rotation and successful programming |
Locate and operate hidden program switch or pinhole on brand locks
Use a straightened paperclip or similar tool to press a recessed push-button or insert into a pinhole near lock housing; hold for 3–5 seconds while rotating wheels to desired three-digit passcode, then release and test.
Identify pinhole or slider
Inspect top, side, and back faces of lock housing under strong light; look for a tiny circular aperture (~1 mm), a flush silicone plug, or a small rectangular slider next to zipper pull or shackle base. Arrow icons, “SET” engraving, or a shallow seam often indicate control location. Run fingertip along seams to detect depressible areas if visual cues are unclear.
Operate control without damage
For pinhole-style controls insert paperclip tip perpendicular to housing and press gently until a tactile click registers; while holding, rotate wheels to new passcode and release after 3–5 seconds. For slider-style controls push slider fully into set position, move wheels to desired code, then return slider to original position. For push-button hidden under silicone plug use a thin pick to lift plug edge before pressing.
If mechanism feels stuck avoid excessive force; apply one drop of isopropyl alcohol to loosen dust, or use powdered graphite sparingly on wheel teeth. Try several short presses rather than one long press if click is not felt. If no response after multiple controlled attempts, contact manufacturer support or visit authorized repair service rather than forcing parts, which can fracture internal components.
Step-by-step procedures for dial, push-button and TSA locks
Use steady pressure and a small-point tool when changing numeric code to prevent misalignment.
Mechanical dial and push-button models
Dial: With shackle positioned in change notch or held open, rotate each wheel slowly to desired digits. Keep slight upward pressure on shackle while turning final wheel so tumblers align. Return shackle to closed position until audible click; test new code by opening and closing three times.
Push-button: Press and hold recessed change button or lever with a paperclip or small punch; while held, select desired numeric code using individual push-buttons. Release change control; verify new code by cycling lock three times. If model uses a sliding pin instead of a button, push pin fully inward during code entry.
TSA models
Locate model number near keyway and open lock so internal change mechanism is accessible. Common procedures: rotate a small internal cam 90° with precision screwdriver, push a change slider inward with a blunt tool, or depress a tiny plunger while selecting new digits. After digits set, return cam/slider/plunger to original position and cycle lock three times with both numeric code and master-key slot (if present). If any movement feels stiff, stop and consult manufacturer guide or authorized repair to avoid damage.
Troubleshoot a stuck dial: alignment, gentle tension and safe lubrication
Apply constant light tension of about 2–4 lbs (1–2 kg) to shackle or zipper pull while rotating dial one notch at a time; repeat until wheels click into smooth alignment.
If sticking persists, blow out grooves with canned air using 2–3 short bursts from 5–8 cm, then dislodge trapped grit with wooden toothpick or cotton swab dampened with 70% isopropyl alcohol; dry with compressed air or let sit 2–3 minutes.
Use a dry PTFE or silicone aerosol (1–2 short sprays) aimed at seam where dial meets housing; avoid heavy oils or white lithium grease unless mechanism shows corrosion, since thick greases attract particulate and raise friction.
With gentle tension still applied, turn dial clockwise and counterclockwise through full range 10–20 cycles; pause to feel micro-steps; if one wheel lags, isolate by holding adjacent wheel steady with fingernail while nudging lagging wheel forward one click.
If dial jams against housing, insert slim flathead (1.5–2.5 mm) between wheel and case to lift wheel slightly while applying tension; never exceed torque a fingertip can sustain or use pliers that can shear plastic teeth.
After lubrication and cycling, allow 5–10 minutes for penetration, then repeat light tension plus 10–20 cycles; if dial stays immobile after 20–30 minutes of careful effort, stop to avoid broken teeth and contact manufacturer service or certified locksmith for part repair or replacement.
Allow lubricant to penetrate 5–10 minutes; during wait consult unrelated travel reads such as best aquarium in orlando.
When to contact support using serial number
Contact support immediately if manual code change fails after following official instructions and mechanical inspection.
Provide serial number, order ID, purchase date, model name, visible damage photos, a short video showing fault and current code position, plus shipping address and preferred contact phone or email.
Serial number often appears on an interior fabric tag, inside handle cavity, or engraved near zipper track; typical format: 8–12 alphanumeric characters or QR code. Photograph tag close-up and tag within case interior for verification.
Expect initial acknowledgement within 48 hours; diagnostic update within 3–5 business days; warranty repair or replacement usually processed within 5–10 business days after approval. Expedited handling may be available for additional fee.
Attach proof of purchase for warranty validation. Warranty eligibility varies by model and sales channel; if unit falls outside coverage, support will provide paid repair quote or parts-only option.
Support will supply shipping label and packing instructions when return required. Pack soft items around hardware, secure loose straps, include printed claim email and a copy of tag photo inside parcel, and retain tracking number until case returns.
Typical cost ranges: paid repair $25–$90 depending on labor and parts; replacement lock modules $15–$40; local locksmith service $40–$120; domestic courier return shipping $8–$25. Request estimate before approving paid service.
Do not transmit full payment credentials via email. Share order ID and last four digits of card only; ask for encrypted payment link or secure portal for any charges.
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Non-destructive workarounds and how to record a new code to avoid repeat lockouts
Before changing code, photograph current digits, write code on paper, place one copy inside interior pocket and another in phone’s secure notes protected by device passphrase.
- Gentle tension + slow dial sweep: hold shackle or zipper pull with steady light pull (~1–2 kg force), rotate each wheel slowly until a subtle click or stop is felt; repeat full sweep twice before trying next wheel.
- Visual magnification trick: use phone camera zoom (x4–x8) with flashlight at low angle to reveal tiny alignment marks on wheel faces or body slots; freeze-frame photo to inspect without losing tension.
- Tactile click method: press wheel edges with fingertip while applying steady pull; tiny differences in resistance often indicate correct digit; mark suspected digits with removable tape before final test.
- Pinhole depress with thin tool: if lock has tiny access hole, insert thin rigid pin while keeping light tension; do not force; if no movement occurs after gentle attempts, stop and try alternate methods.
- Systematic brute-force plan (non-destructive): split full range into blocks, try 00–24 first, then 25–49, then 50–74, then 75–99; track attempted ranges on paper to avoid repeats and prevent accidental destructive force.
Recording new code: secure, reliable methods
- Laminated paper strip: write new code, laminate small strip (30×10 mm), fold and tuck inside inner pocket seam or under removable name tag; waterproofing prevents ink bleed after exposure to moisture.
- Encrypted digital backup: save photo or text in password manager (Bitwarden, 1Password) or encrypted note app; label entry with bag model and set strong unique master password; enable two-factor authentication for account.
- Mnemonic + offset method: choose memorable 2+2 pattern (e.g., birth year last two digits + month), then store only offset value on paper (e.g., +4). To reconstruct, add offset mentally to remembered base; keeps full code hidden from casual finder.
- Redundant physical backup: place tiny printed code card inside wallet or passport holder; place second copy with trusted travel companion or in checked travel documents at home.
- Obfuscated arithmetic entry: record code as simple math expression (e.g., “7×3 – 5”) instead of digits; this deters accidental exposure while remaining easy to compute when needed.
Verification routine to avoid repeat lockouts
- Perform five complete open/close cycles after changing code before packing: set digits, lock, apply normal tension, unlock; repeat five times to confirm reliable engagement.
- Log change date and context in notes entry (format: YYYY-MM-DD, reason for change) so future recall ties code to event instead of random memory.
- Create one emergency access path: store code copy in cloud with end-to-end encryption and share access with one trusted contact via secure link set to expire after travel.
- Avoid reuse of simple sequences (0000, 1234) and avoid using same code across multiple bags or across personal accounts to reduce risk of simultaneous lockouts.
If any non-destructive method causes unusual resistance, stop and switch to backup access plan rather than applying extra force.
FAQ:
How can I reset the combination on my Away suitcase if I still know the current code?
Set the three dials to the current code and hold them there. Use a thin pointed tool (paperclip, SIM-eject tool or small pin) to press and hold the recessed reset button next to the dials while you change the numbers to your new code. Release the reset button and scramble the dials, then set them to the new combination and test that the lock opens. Keep a written record of the new code in a secure place and try the sequence several times before traveling.
What should I do if I forgot the current combination and can’t open the lock?
If you cannot recall the code, don’t force the mechanism. First, try the factory default (000) and any likely numbers you may have used. If that fails, contact Away support with proof of purchase and photos of the suitcase and lock; they can advise on next steps for your model. If you need access immediately, a qualified locksmith or the TSA at an airport can open the lock, though there may be a mark or damage. Replacing the lock or having the suitcase serviced may be necessary if no code recovery option is available.
The reset button on my Away lock is too recessed to press — how can I reach it without damaging the lock?
Use a thin, sturdy tool such as a SIM-eject pin, a straightened paperclip or a thin flat-head screwdriver. Shine a light to see the button and press straight in with steady pressure; avoid levering or twisting the tool inside the hole. If debris is blocking the hole, gently blow it out or use compressed air. If the button still won’t move, stop and contact Away or a repair professional to avoid breaking the lock.
Does Away cover lost combinations or malfunctioning locks under warranty, and how do I request service?
Warranty policies vary by purchase date and model, but manufacturers typically cover defects in materials and workmanship rather than lost or forgotten codes. To request service, contact Away customer support via their official website or app and provide order details, photos of the damage or lock, and a description of the issue. They will explain whether repair, replacement or a lock swap is possible under your warranty. If you need immediate access before service is arranged, consider a locksmith or airport security assistance and save all receipts and documentation for any follow-up with customer support.
