Frequently Asked Questions

Q: What is the problem with my biometric safe?

A: The problem is that all biometric safes sold prior to December 7, 2022 were programmed to ‘default to open.’ This means that the biometric safe will open to any contact with the reader before consumers follow instructions to register fingerprints. Consumers may think that their fingerprint has been registered while the biometric safe is, in fact, still in factory default mode. This will cause the biometric safe to open to any fingerprint. Since Awesafe’s biometric safes are designed to store fire arms, this can create a serious injury hazard and risk of death. We have reprogrammed the safe to ‘default to close’ since December 7, 2022.

 

Q: Why is the firm conducting this recall?

The safes contain a biometric reader that allows unpaired fingerprints to open the safe until a fingerprint is programmed, allowing unauthorized persons to access hazardous contents, including firearms.

 

Q: How is the firm conducting this recall?

We are asking consumers to disable and then dispose of their current unit and will provide an equivalent biometric personal safe replacement.

 

Q: How can I tell if my product is affected by the recall?

The recalled safes were sold on Amazon and Walmart from August 2019 until December 7, 2022. Safes sold after December 7, 2022, are not affected. Safes without biometric readers are not affected.

 

Q: How do I participate in the recall?

To participate in the recall, you can either email Recall@awesafeus.com or go to https://awesafeus.com/RECALL and fill out the form.

 

Q: My product appears to be okay. Can I continue to use it?

A: No. Stop using the product immediately and participate in the recall by disabling the biometric reader. We will send you an equivalent Biometric Personal Safe. You must dispose of the biometric gun safe after receiving the replacement. It is illegal to sell a recalled product.

 

Q: I no longer have the receipt for the product. Can I still get a replacement?

A: You do not need a receipt. Provide us with the information we request from the form, and we can begin the process with you.

 

Q: Will I receive a refund for the product?

A: No, you will receive an equivalent Biometric Personal Safe that has been programmed to eliminate the issue as described in the recall.

 

Q: How long will it take for me to receive my replacement safe?

A: We plan to begin shipping out replacement safes immediately. We apologize for any inconvenience this might cause, and we assure you that we are working as quickly as possible to replace your product.

 

Q: Can I keep using my safe until then?

A: You should stop using the biometric reader immediately and follow the procedures for disabling your biometric reader. If you need to, you can continue to use your safe with the backup keys provided with the unit.

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