Master Lock provides instructions and information for its products on a "Frequently Asked Questions" webpage. This page is located under the "Service & Support" heading of the main webpage of the company's website.
The Master Lock website also arranges information into FAQ pages arranged by ten categories as of 2015. These categories cover the range of the company's products, assisting consumers with use and support in the event of a lost key or combination. The company also covers in detail the use of the "Set Your Own" lock product line, which allows users to customize a combination lock on various models.
In the event of a lost combination, Master Lock is sometimes able to furnish it. This depends on whether the lock has a serial number or not. Non-serialized lock combinations are non-recoverable, while a combination request for a lock with a serial number requires a visit, with the lock unattached to any object, to a distributor or retailer of Master Lock products. Alternately, the consumer can submit a written "Lost Combination Form" that has been notarized. The latter process takes approximately four to six weeks to process.
Master Lock also provides instructions for opening a standard three-digit dial combination lock. The user turns the dial to the right three times, stopping on the first digit. Then, the dial is rotated to the left, skipping the second digit on the first pass. Finally, the dial is rotated to the right to the final digit.