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You will have to contact the manufacturer and have proof the safe is yours. No one is going to help you not even a locksmith till you can prove it is yours.
this is caused by a bolt failure. or a disk failure.
to fix you will need to call a safe tech and have them come out to the safe and fix it. this will most likely detail the drilling of a small hole behind the dial and manually drawing back the bolt.
cost will be a service call, labor and parts to repair.
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