InstaKey Hardware Troubleshooting Resources
Get information on ordering processes, lock maintenance, rekey issues and more
If you don't find the help you need here, contact InstaKey Client Services at (800) 316-5397, or email us at CustomerSupport@InstaKey.com.
How do I order replacement keys/materials?
All orders must be received in writing, either through your client specific email group, direct to CustomerSupoort@InstaKey.com, or third party provider (ServiceChannel, WorkOasis, etc).
I used my last step rekey kit. Now what?
Depending on their age, your cores may need to be replaced, which for SFIC (Small Format Interchangeable) cores, is as simple as using a Control Key to swap out the old for new. If your cores are still in good condition, InstaKey can repin them for you to use with a new keyset for a fraction of the cost of a new core.
How long will it take my order to arrive?
You will receive an order confirmation in your email when your materials ship. Depending on the freight type selected and where the Ship To location is, your materials will arrive between 1 and 5 days from shipping (UPS Ground).
Can I order a copy of my car key?
Yes! But not from InstaKey. You're looking for Instant Keys, Inc., which can be reached at (904) 201-4429.
What is this tube in my rekey kit?
Each rekey kit shipped by InstaKey includes a tube of dry graphite, which is enough to lubricate up to 12 locks. Hold the tube perpendicular to the ground and give a gentle squeeze to dispense the graphite. Don’t have 12 locks? Recap the tube and save it for later, it doesn’t go bad and is great to use on most metal on metal mechanisms.
I rekeyed my core in-hand and don't have a Control Key to re-install it. What should I do?
The most important thing is securing your location. If another interior core is available from a non-critical door (restroom, fitting room), remove that core and insert it in the perimeter door, and contact Client Services to order a Control Key to install the rekeyed core.
I think my keys are miscut. What should I do?
With a 25/1000” variance between steps, miscut keys are nearly impossible to identify by sight and require the use of a micrometer.
Contact Client Services at (800) 316-5397 with the key serial number you believe to be miscut. If you have a working key on hand, also have that serial number available.
If the key is not turning at all, it is possible a rekey kit was used in error. This is a simple fix that InstaKey Clients Services can assist with.
My Control Key is stuck in the lock. What should I do?
Because Control Keys are typically only used less than a dozen times over the life of a lock, the key can stick occasionally, or more frequently to blame, the control lug (brass bar on the side of the core) can stick from non-use.
To help remove the key try the following:
- Find something like a display peg, screwdriver, or other sturdy object that can be inserted through the hole in the stuck key to form a t-handle. Be sure not to use another key - too much pressure may bend/break both keys.
- Gently use the leverage from the inserted object to try to rock the key back and forth. Don’t try to turn the key all the way, just try to work it free.
- If the key can be retracted partially but is trapped, using the same t-handle, try to rapidly insert and remove the key, “raking” the pins. Occasionally a pin can flip inside the core, and this rapid action will usually correct it.
- If neither of these approaches work, if the key can be partially removed, pull it back as far as it will go, then with a mallet, stapler, or other solid sturdy object, strike the back of the key as if it were a nail being hammered into the lock. Be sure to hit the back straight into the lock to avoid the key being bent/broken.
- Finally, check to see if the housing has been tightened down in the incorrect spot. Loosen the top & bottom mounting screws, loosen the set screw and turn the mortise housing to the correct position, then reinstall all removed screws.
I just rekeyed and my old and new keys are still working.
First, confirm the step change took place. A little metal wafer will drop out (pictured on the rekey kit card). If a lost rekey kit is being bypassed, the rekey instructions must be repeated for each step being skipped.
A rekey requires a full 180 degree rotation with the Step Change Key. If your lock hardware keeps the lock from turning that far, a Control Key is needed to do the rekey in hand and then the core can be reinstalled in the housing. **IMPORTANT: If you do not have a Control Key in the rekey kit being used, DO NOT REKEY.** There is a unique Control Key for each step change, so if a Control Key from the current step is used to remove a core and the rekey is done, the core cannot be reinstalled without the next step Control Key.
My padlock isn't rekeying.
Padlocks require that you press down on the shackle to achieve the Rekey function.
My rim housing isn't rekeying.
Rim housings frequently don’t allow the full 180 degree rotation required to rekey. Use a Control Key to pull the core and rekey in hand, then reinstall. Rim housings with tails that allow a full 180 degree rotation should not have this issue.
A rekey requires a full 180 degree rotation with the step key. If your lock hardware keeps the lock from turning that far, a Control Key is needed to do the rekey in hand and then reinstall the core in the housing. **IMPORTANT: If you do not have a Control Key in the rekey kit being used, DO NOT REKEY.** There is a unique Control Key for each step, so if a Control Key from the current step is used to remove a core and the rekey is done, the core cannot be reinstalled without the next step Control Key.
My leverset isn't rekeying.
A rekey requires a full 180 degree rotation with the step key. If your lock hardware keeps the lock from turning that far, a Control Key is needed to do the rekey in hand and then reinstall the core in the housing. **IMPORTANT: If you do not have a Control Key in the rekey kit being used, DO NOT REKEY.** There is a unique Control Key for each step, so if a Control Key from the current step is used to remove a core and the rekey is done, the core cannot be reinstalled without the next step Control Key.If your leverset does not allow a full 180 degree rotation, your Client Services representative can send a replacement tailpiece that can easily be exchanged with the factory hardware.
Hardware & Other Issues
My core is sticking out about 1/8" from the housing.
There is likely a spacer ring behind the core. These are used to allow 6 pins cores to fit in 7 pin housings. If the housing is installed, it may take a bit of work to remove the ring, and may be easier to uninstall the housing and simply tip it over to get out the extra piece of hardware.
My mortise housing is sticking out quite a bit / there is a gap between the housing and the door.
Contact Client Services. This is a simple matter of adding some hardware to shore up the gap, either by use of a tapered mortise housing, or spacers with a security collar.
My key is turning in circles in my leverset.
Use your Control Key to remove the core from the leverset. If the tailpiece is intact, the lever itself is broken and must be replaced. More frequently, a tailpiece can wear out from use, and is an inexpensive part that your InstaKey Client Services Representative can help get you right away.