FAQ's

If you have more than 2 ABS Ultimate cylinders in your home and you have a few keys and codes but do not know which key matches which code, we can match them up for you. Please send images of the keys and give us the key codes to the following email skhan@avocet-hardware.co.uk We will reply to you letting you know which code matches which key. You can then place an order for a duplicate key you want.
If you registered your ABS Master or Ultimate key code you would have recieved an email confirming your code registration - this email contains a unique reference number. Call 01233 333 149 quoting your reference number to be reminded of your key code. Please note you will be asked to confirm the security question and answer you have used during the registration of your key code.
Please call 01233 333 149 to have your name taken off the registration - You will be asked for the unique ID reference number in the email you received when you registered the key code. You will also be asked to confirm the security question and answer you provided when you registered your key code. When the keys have been deregistered they can then be re-registered here.
We recommend using graphite powder in the cylinder. This graphite powder lubricant is ideal for use in locks that cannot be used with wet lubricant. It helps to ensure the internal mechanism of cylinders, such as lock pins and springs, continues working smoothly. You can pick some up online here – https://www.avocet-hardware.co.uk/product/abs-graphite-powder/ Add it onto the key and insert it into the lock, rotating a few times. If it doesn’t work, it may mean there is a foreign object inside the cylinder.
After reading though the FAQ for the cylinder issues we do hope you have managed to remove the cylinder from your door and check to see if the issue can be resolved by following the advice we give. If you cannot identify and rectify the issue, you’re having with your cylinder you may want to know if the cylinder is under warranty. To make a warranty claim it is between you and the original seller you purchased it from. We supply locksmiths with our cylinders and give them a 10-year guarantee. If a warranty claim is made, it is made through them and Avocet, not the end-user (you) If you the end-user purchased the cylinder directly from us, the warranty claim would be between you and Avocet. Please be aware, distributors of the cylinders do not have to pass on the 10 years warranty we give them when they purchase from it us. If you made the purchase directly from Avocet Hardware, please can you send a video and images of the cylinder showing its fault and an order reference number that should have been emailed to you at that time. The email to send this information to skhan@avocet-hardware.co.uk
A key getting stuck inside a cylinder is unfortunately something that happens across all brands. It is usually due to there being a tiny foreign object down the cylinder inserted with the key. Please remove the cylinder from the door, to do this please remove the fixing screw. You may need to turn the key on the side the cylinder is working on slightly for the cylinder to slide out of the door. A few things to try when trying to get a key out of a cylinder are, pushing another key in the other side of the cylinder when the stuck key is horizontal in the stuck side. This can sometimes push the stuck key out. Pushing on the circular piece of metal the key goes into and pulling the key also sometimes works. Having it out of the door means you can try wiggling the key whilst the cylinder is upside down so the pins should move slightly hopefully letting the key be removed. Once the cylinder is out of the door, please hold the side which the key was stuck facing down and give it a good hard tap on the top with a hardback book or something similar. This should remove any foreign objects inside the key slot and move the pins back into position if they have moved slightly. I would then recommend putting some graphite powder on the key and inserting it into the key slot. This is a dry lubricant and really helps the cylinder to function as it’s meant to. Failing the above you might need to take the cylinder to a local locksmith who is skilled to remove the key.
Please can you try this for us, just to identify if there is a problem with your cylinder. Please remove the cylinder from the door, to do this please remove the fixing screw. You may need to turn the thumbturn on the side the cylinder is working on slightly for the cylinder to slide out of the door. Please insert the key and rotate the key 360 degrees if you can on the external side of the cylinder. If the central cam rotates around with the key there isn’t an issue with the cylinder. If it doesn’t move around with the key then there is a something stopping this from working! If you’re experiencing a key not rotating, it’s most commonly down to there being something down the keyhole where the key is inserted. This is most definitely the case if the key isn’t turning on 1 side but is perfectly fine on the other side. Being Ok to work on 1 side means everything is lining up correctly from your door adjustment to the central locking mechanism. Once the cylinder is out of the door, please hold the side which isn’t working correctly facing down and give it a good hard tap on the top with a hardback book or something similar. This should remove any foreign objects inside the key slot and move the pins back into position if they have moved slightly. I would then recommend putting some graphite powder on the key and inserting it into the key slot. This is a dry lubricant and really helps the cylinder to function as it’s meant to. Also, I would recommend using a damp cloth and really giving the key a good clean. Hopefully then when you put the key back into the cylinder which wasn’t working fine, it should be back to normal. Remember when fixing the cylinder back into the door, not to over tighten the fixing screw holding it in place.
Please can you try this for us, just to identify if there is a problem with your cylinder. Please remove the cylinder from the door, to do this please remove the fixing screw. You may need to turn the key on the side the cylinder is working on slightly for the cylinder to slide out of the door. Please insert the key and rotate the key 360 degrees. If the central cam rotates around with the key, there isn’t an issue with the cylinder. If it doesn’t move around with the key, then there is a fault! Please can you let me know if the cam rotates with the key if it doesn’t you have a problem with the gearbox in the multi-point door lock.