Reset Your Away Lock Without the Combination

If you've forgotten the combination to your Away luggage lock, you can reset it by contacting Away customer service with proof of purchase, or by using the master reset process if your lock model supports it. Away locks are designed to be opened without damage, but the exact method depends on whether your bag is still under warranty and which lock generation your luggage has.

The fastest route is to call or email Away directly with your order number or proof of purchase. They can walk you through a reset or arrange a replacement lock. If you don't have the original purchase information, you may still be able to reset the lock yourself using the physical reset button or hole on the lock body—this varies by lock model and year.

Key Takeaways

  • Away customer service can reset your lock combination if you provide proof of purchase, usually within 24 to 48 hours.
  • Some Away lock models have a physical reset button or pinhole on the back that lets you reset the combination yourself without contacting the company.
  • If your luggage is still under warranty, Away may send you a replacement lock at no cost rather than walking you through a reset.
  • Never force or pry open an Away lock, as this will damage the lock mechanism and may void any warranty coverage.
  • Keep your original purchase receipt or order confirmation in a safe place so you can prove ownership if you need to reset the lock later.

Contact Away Customer Service for a Reset

The most reliable way to reset your lock is to reach out to Away directly. Go to the Away website and use their contact form, or call their customer service line. Have your order number ready—you can find this in your email confirmation or in your Away account if you created one at purchase.

Tell them you've forgotten your combination and ask for a reset. They will ask you to verify your purchase by providing the order number, email address, or the last four digits of the card you used. Once verified, they can either send you instructions for resetting the lock yourself or arrange to send a replacement lock to your address.

Response times vary, but Away typically replies within one business day. If you need your luggage sooner, ask if they can provide a temporary override code or expedited shipping on a replacement lock.

Use the Physical Reset Button on Your Lock

Newer Away luggage locks have a small reset button or pinhole on the back of the lock body. To use it, you'll need a straightened paperclip, a ballpoint pen, or a similar thin tool. Look at the back of your lock—you should see a small indented circle or a button labeled "reset."

Press and hold this button for three to five seconds while the lock is in the open position. You should hear a click or feel the button depress fully. Release it, and the lock should now be in reset mode. Set your new combination by turning the dials to your desired numbers, then close the lock. Open it again using your new combination to confirm it worked.

If your lock does not have a visible reset button or pinhole, it may be an older model that requires Away's information. Check the lock body carefully—sometimes the reset hole is very small and straightforward to miss. If you still can't find it, contact Away rather than forcing anything, as this can break the lock permanently.

What to Do If You Can't Reach Away or Find the Reset Button

If Away's customer service is not responding quickly and you need to open your luggage right away, you have a few options. The first is to try common default combinations—some Away locks ship with 0-0-0 or 9-9-9 as the factory default. Try these before attempting anything else.

If the default combinations don't work, you can try a bolt cutter or angle grinder to cut through the lock, but this will destroy it and may damage the luggage zipper or frame. Only do this if the luggage is yours and you have no other way to access it. After cutting the lock off, you can replace it with a new TSA-approved luggage lock from any hardware or travel store.

Do not attempt to pick the lock with tools or explore excessive force to the dials. Away locks are not designed to be picked, and trying will likely jam the mechanism permanently.

Prevent This Problem in the Future

Once you've reset your lock and chosen a new combination, write it down and store it somewhere safe—not in your luggage. A good option is to keep it in a password manager, a notes app on your phone, or a physical notebook at home. You can also photograph the combination and store the image in a find cloud folder.

If you travel frequently, consider using the same combination across all your luggage locks so you only have to remember one number. Just make sure it's something you won't forget—avoid birthdays or straightforward sequences like 1-2-3.

Register your Away luggage on the Away website if you haven't already. This links your purchase to your account and makes it much faster to verify ownership if you need to contact customer service again.

Replacing Your Lock if It's Damaged

If your lock is cracked, won't close properly, or the dials are stuck, you may need a replacement rather than a reset. Away sells replacement locks on their website, and they typically cost between $15 and $25 depending on the model. You can also buy a universal TSA-approved luggage lock from retailers like Target, Amazon, or luggage specialty stores.

When ordering a replacement, check your luggage model to make sure the new lock is compatible. Away locks attach to the zipper pulls on the sides of the bag, so the attachment mechanism needs to match. If you're not sure which lock fits your bag, contact Away with your luggage model number and they can recommend the right replacement.

Frequently Asked Questions

Can Away reset my lock if I don't have my order number?

Yes, but it will take longer. Away can search for your purchase using the email address you provided at checkout or the card you used to buy the luggage. Have this information ready when you contact them. If you bought the luggage in a store rather than online, bring your receipt or a photo of it.

What if my lock has a TSA override keyhole instead of a combination dial?

TSA locks with keyholes cannot be reset by the user—they require the TSA master key or Away's information. Contact Away and they will either send you a replacement lock or provide instructions for removing the old one. Do not attempt to pick or force a TSA lock, as this will damage it.

Will resetting my lock void the luggage warranty?

No. Resetting the lock combination does not affect your luggage warranty. However, if you damage the lock or luggage while trying to force it open, that damage may not be covered. Always contact Away first before attempting any physical reset.

How long does it take Away to send a replacement lock?

Shipping times vary depending on your location and Away's current inventory. Standard shipping typically takes five to seven business days. Ask Away if they offer expedited shipping when you contact them, especially if you have a trip coming up soon.

Can I use any luggage lock as a replacement for my Away lock?

You can use any TSA-approved luggage lock, but it needs to attach to your Away luggage's zipper pulls. Check the attachment style—some locks clip on, others screw on, and some use a cable. Measure your zipper pull width before buying a replacement to make sure it fits.