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There may be various reasons for this. It may be that you mixed up the numbers in a hurry or by mistake. So, first of all, take your time to go through all the possible code combinations and check whether the case might open after all (Note: push or slide the lock slider to the side!). 
If you have not yet saved a personal combination in your suitcase lock, the factory setting is: 0-0-0.

You can also find the lock instructions here again here.

Our tip: Number combinations such as 8-6-9 can also be read as 6-9-8, depending on which side your TITAN suitcase is currently lying – bear this in mind when setting the number wheels.

If none of these tips work, it may be that the lock was damaged during travel. In this case, please contact the retailer from whom you purchased your suitcase directly or report the damage to the carrier.
For security reasons, the lock on your TITAN suitcase does not have a reset button. This is because it could otherwise be reset by unauthorised persons, who might then gain access to the contents.
All suitcase locks are set to 0-0-0 as standard.

To set your own combination of numbers, please follow the instructions we include with every TITAN case. Here you can view the instructions.
Your specialist retailer can also explain how to adjust the lock. 
Yes, but only Customs or the TSA (Transportation Security Administration) have these master keys. The key is only used to enable the authorities to open a suitcase without causing damage and inspect its contents in specific cases where there is reasonable suspicion.
Under no circumstances are customs or the TSA authorised to hand over this key to travellers or even lend it to them.
Please don’t be surprised: our suitcases never come with a key, as the locks are opened and closed using a combination. You can find out how to set your lock to your personal combination in the instructions included with every suitcase.
Although master keys do exist, only customs officials or the TSA (Transportation Security Administration) have access to them.
If you notice any damage, please report it as soon as possible to the carrier, e.g. the airline you flew with.

 
It is best to report any damage before leaving the airport. If you only notice the damage to your suitcase once you’re at home or in your hotel, under the ‘Montreal Convention’ you generally have seven days from the date of collection of the damaged luggage to claim for such so-called ‘air transport damage’. Our tip: It’s best to act straight away!

Please note: Damage to your suitcase caused whilst travelling by third parties, such as an airline, coach operator or shipping company, is not covered by the statutory warranty. Therefore, the damage must be assessed by the party responsible and, if necessary, repaired or replaced.

Travelling puts suitcases through their paces: they are transported, loaded, stacked and come into contact with rough surfaces, metal, plastic or rubber on baggage carousels or whilst being handled alongside other items of luggage. This is why even high-quality TITAN suitcases can develop scratches, scuff marks, small dents or other signs of wear and tear.

TITAN The scratch resistance of suitcases varies depending on the shell material. However, ‘scratch-resistant’ does not mean ‘scratch-proof’: scratch-resistant surfaces are less prone to visible scratches and do not scratch as easily during everyday travel – but signs of wear and tear cannot be completely prevented due to the nature of everyday luggage use.

With TITAN ’s polycarbonate hard-shell suitcases, the specially developed matt surface with a microstructure ensures that visible scratches in the material are significantly reduced. Marks on this surface are often not scratches in the material itself, but superficial abrasion marks, e.g. caused by contact with rubber, plastic or metal. In many cases, these can be removed with a damp cloth or a mild cleaning agent.

TITAN Aluminium suitcases may develop scratches, dents and a natural patina with use. These marks are characteristic of the material and give each aluminium suitcase a more individual look over time. For many people, it is precisely this patina that makes using an aluminium suitcase so appealing. In the case of non-silver, coloured aluminium suitcases of all brands, deeper scratches may penetrate the anodised coloured surface layer of the suitcase shell, revealing the silver aluminium in its natural colour within the scratch.