keysafe question

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Don't know where else to put this.
I have a keysafe on my house. It was working 7AM Monday morning, and later when an agent went in. An agent called a little bit ago, (Friday) they couldn't get the keysafe open. I went over and opened the house, and couldn't get the safe to open either.
This is apparently called a contractor's box. A code the owner chooses is programed in, and there's 10 buttons, 3 or more of which should be depressed to open it. My numbers seem to be releasing the catch, but we can't get the "door to come free.
Does rain get in and cause a problem? Or does the code actually have to be reset?
Has anyone had any problems with them, and how did you handle them?

Calling Ace now to see if they have them... That's about $25 I wish I didn't have to spend.
Ofgift