FAQ
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General
I preordered The Space Safe, when will it arrive?
For any new orders, The Space Safe is set to ship out April 2025 on a first come first serve basis. If anything changes, preorder customers will be notified.
How do I see the manual?
What is The Space Safe?
The Space Safe is a modern, top-of-the-line safe that connects to your cellphone via WiFi in order to receive up to date information and alerts about your valuables. This biometric smart safe can be used to protect your money, and other personal assets in your home, your business, your Airbnb properties, and more.
The Space Safe is the only safe to have a large touch screen LCD display in the door. Equipped with and interior and exterior camera, making things secure and discreet has never been so easy. The best part is it doesn't look like a safe.
Is The Space Safe waterproof or fireproof?
No. The Space Safe Two is not waterproof or fireproof. With temperature and humidity notifications, inner and outer cameras, and other technologies, you are proactive rather than reactive always be a step ahead if any disaster or accident should occur.
The average fireproof safe last 60 minutes a fire, however, most people would never run into that fire to grab that safe.
Most fireproof safes use very thin (16-18 gauge) metal in the construction of the safe, which makes them easier to attack for a burglar. The metal is primarily used to hold the fire retardant material and can be easily punctured, cut, or sawed with simple hand tools.
The Space Safe is much much thicker than this. 😊
Android or iOS
The Space App is available on both iOS devices and Android devices.
Apple and Google are trademarks of each entity. All rights reserved.
Apple and Google are trademarks of each entity. All rights reserved.
How do I connect my safe to The Space App?
First, download the mobile app on your Android or iOS device. You can follow the download link on our website or from the QR code located on the safe setup.
When you are initially setting up your safe, you will have the option of connecting your safe to The Space App via a scannable QR code or with a unique 6 digit pin. If you decided not to connect your safe's user profile account to the mobile app, you can always connect to the app at any point in time by going into the settings tab on your safe, selecting about, and clicking connect to app.
Every QR code is unique to the user's profile.
When you are initially setting up your safe, you will have the option of connecting your safe to The Space App via a scannable QR code or with a unique 6 digit pin. If you decided not to connect your safe's user profile account to the mobile app, you can always connect to the app at any point in time by going into the settings tab on your safe, selecting about, and clicking connect to app.
Every QR code is unique to the user's profile.
My safe screen is off and lights are all black; how do I wake up my safe?
The Space Safe is designed to be totally incognito. We want it to be as discreet as possible. Even though your safe will always be on, by default the lights will always be on standby and can be adjusted in the app.
If you would like to wake up or open your safe, simply touch the screen or put your finger on the fingerprint sensor for access.
If for any reason your safe is not waking up, your safe's battery and power most likely has been depleted and we recommend you make sure the safe is connected to the outlet.
If you would like to wake up or open your safe, simply touch the screen or put your finger on the fingerprint sensor for access.
If for any reason your safe is not waking up, your safe's battery and power most likely has been depleted and we recommend you make sure the safe is connected to the outlet.
Find my safe!
If your safe is stolen and you didn't have it bolted down, you still can track your safe. We recommend buying an Apple Airtag* and stick it to your safe. With an Airtag, locate your safe using the entire Apple network consisting of millions of iPhones around the world. With their latest patented technology, you can find your safe precisely to the nearest inch.
Using a separate app to locate your safe adds another layer of protection, and having a separate Airtag battery will last very long.
* Sold separately by Apple.
* Sold separately by Apple.
During the safe setup I added a user, but I don’t see that user on the safe. Why is that?
It's important to note that there is a 30-minute inactivity timeout during the setup phase. If a user did not navigate to another screen within this time frame, the setup will have timed out and that secondary user will not have saved. The safe setup will only save users who successfully completed their profiles.
How are messages received to a phone?
All messages sent from SPACE are sent via WhatsApp and not via SMS. Please ensure the receiver of the message has WhatsApp downloaded and installed on their mobile device.
These messages include:
- Phone number verification
- Temporary Access PIN
- New User Registration PIN
- Panic PIN information
- Airbnb messages
Any messages sent to the mobile app will be push messages. If you encounter any issues, please reach out.
I don’t use WhatsApp, can you send SMS or use any other messaging service?
After much consideration, lack of received messages, complications, and security issues, we have decided to use WhatsApp over SMS or other messaging services. WhatsApp is used by over 2 billion monthly active users and is the most convenient for most of our users.
Setup
How long does the safe setup take?
The estimated time for setting up each user profile on the safe is approximately 10 minutes. During the setup, users can enroll fingerprints, set PINs, create avatars, and name their profiles, and connect to the mobile app, all of which take time.
It's important to note that there is a 30-minute inactivity timeout during the setup phase. If a user doesn't navigate to another screen within this time frame, the setup will timeout.
If the owner profile was not completed, owners will need to start the setup process again. However, if the owner profile was completed and the setup timed out for a secondary user, that secondary user will not be saved. The safe setup will only save users who successfully completed their profiles.
For owners,it is advisable to allocate an additional 10 minutes to set up all other features and settings of the safe. Of course, if there is a need to make changes to anything down the line, it can be easily done in the settings section.
Is there a timeout during setup?
Yes! If you haven't finished setting up your user profile, and there has been no activity for 30 minutes, the safe will reset, requiring you to restart the setup process.
If the owner profile wasn't completed, owners will need to initiate the setup process again. In the scenario where the owner profile was completed but the setup timed out for a secondary user, that secondary user's information won't be saved. Owners can add them as a user in the device's settings. Remember, only users who successfully complete their profiles will be saved.
WiFi
I setup my safe without connecting to WiFi; is there a way to connect to WiFi afterwards?
Certainly! You can connect to WiFi at any time by selecting your network on the WiFi settings screen from your safe.
Is WiFi required?
No. If you prefer just having a gorgeous and discreet safe in your possession, you are not required to connect to WiFi in order to use your safe. If you want to take advantage of all features including notifications, remote lock down, and over the air updates, you will need WiFi connectivity. You can always toggle your WiFi connection on or off at any moment.
How safe is it if I connect my Space Safe to WiFi?
Many of your devices, like your phone, tablet, television, etc, are already connected to WiFi, and you have never had any issues with them. The Space Safe is built with a 256 AES-bit encryption; you can sleep well knowing most likely no one will be hacking into your safe.
In layman’s terms, just how secure is this? A 256 bit key will have 115,792,089,237,316,195,423,570,985,008,687,907,853,269,984, 665,640,564,039,457,584,007,913,129,639,936 (that’s 78 digits) possible combinations.
Simply put, it would take a supercomputer over a million years to crack the combination, making it virtually impossible to breach. If you still are afraid, please make sure you have a strong router and firewall for further lines of defense. If you want to go off the grid, just turn off your WiFi.
In layman’s terms, just how secure is this? A 256 bit key will have 115,792,089,237,316,195,423,570,985,008,687,907,853,269,984, 665,640,564,039,457,584,007,913,129,639,936 (that’s 78 digits) possible combinations.
Simply put, it would take a supercomputer over a million years to crack the combination, making it virtually impossible to breach. If you still are afraid, please make sure you have a strong router and firewall for further lines of defense. If you want to go off the grid, just turn off your WiFi.
How strong is the WiFi adapter?
The WiFi adapter in The Space Safe supports 2.4 GHz and 5 GHz networks.
More specifically, it is a dual-band (2.4GHz and 5GHz) single-stream 802.11a /b/g/n/ac RF with 20/40/80MHz bandwidth. It supports global Wi-Fi 5G channels, including new bands in the US and China (5925MHz).
How do I know if I have a good connection to the WiFi?
On the top right screen of The Space Safe, you will see a WiFi icon. The icon shows up to 3 bars of service. The more bars that are shown, the stronger the connection is. For optimal service, try to get as many bars as you can. If you notice that notifications or the camera live stream are not loading, then just try to move closer to the router or get a WiFi extender.
My Space Safe is not showing any WiFi connection or WiFi options, what can I do?
We recommend the following solutions:
- First, determine if the issue is with the safe or with your router. Activate your phone's hotspot. If the safe still doesn't show your hotspot as an available network, please reach out to us for assistance.
- If your mobile hotspot appears as a network option, but your regular WiFi is not showing, try moving your router closer to the safe.
- If moving the router closer to your safe is not feasible, consider adding a WiFi extender.
- If you prefer not to install a WiFi extender, try changing the placement of your safe.
Of course, connecting to WiFi is entirely up to you.
What happens if my safe loses WiFi, and no connection can be made to your safe?
If you've setup The Space App with your mobile device, then you will be notified if there is a loss of connectivity to your safe. Your safe will attempt to connect to WiFi until it is successful. During this time, you can use your safe as a normal traditional safe, however, any notifications to your mobile device or settings changes from your mobile device won't be received until a connection is established. If reconnection takes too long, certain settings made on the mobile app will not be sent to the safe. Please note that without a WiFi connection, you cannot engage or disengage lockdown mode on your safe.1
1 If a pin was incorrectly entered 3 times, or your safe’s accelerometer feels movement, lockdown mode will still engage if there is no WiFi. To disengage lockdown if there is no WiFi, you must use the key.
1 If a pin was incorrectly entered 3 times, or your safe’s accelerometer feels movement, lockdown mode will still engage if there is no WiFi. To disengage lockdown if there is no WiFi, you must use the key.
Power and Battery
How is The Space Safe powered?
Included with your Space Safe is a 20-watt 12 ft USB-C cable and a 20-watt wall adapter, allowing you to connect your safe to the nearest power outlet. If the 12 ft cable is too short or too long, you can purchase a replacement USB-C cable. If you need a longer length cable, please ensure buying a cable with 65-watt power so your safe gets the power it needs.
Please note, The Space Safe always needs to be connected to power. In the event the power does go out, The Space Safe is equipped with a backup battery.
The 12 foot cable doesn't reach my safe, what can I do?
If the 12-foot cable doesn't reach your safe, you have two options. (1) You can either call an electrician to add another outlet closer for you to connect the safe, or (2) you can try using a longer USB-C cable. If you choose to try a longer cable, we recommend purchasing a 65-watt cable to ensure there is no loss of power with the extended length.
Please check the included adapter or cable you have received. When purchasing, make sure the cable that goes into your included adapter matches the cable connector, either USB-A or USB-C. The end that goes into the safe will always be USB-C.
How do I know if The Space Safe power is connected?
At the top right on the screen of your safe, you will see a battery icon with a percentage. If the battery icon has a lighting bolt in the battery, you will know it’s being charged. When you open the App, the same icon and information will appear over the safe in the home screen. If for any reason your safe is no longer connected to power, you will be notified in the mobile app.
What happens if the power goes out?
The Space Safe is equipped with a backup lithium battery to keep your safe connected. In the event the power goes out, you will be notified and your safe will go into low power mode. In low power mode, your safe will attempt to conserve as much battery power as possible, which means notifications will be sent less frequently; you will continue to receive all of your notifications.
If the battery completely dies and power is not restored, you can use one of the 3 keys included with your safe for manual entry. The emergency override keyhole is located on the front door underneath the biometric fingerprint sensor.
If you lose your key and power still has not returned, you can connect your safe to an emergency backup battery which can be purchased online. Please make sure the backup battery you purchase has PD 3.0.
Your safe will keep all login credentials and notifications stored on your safe for up to one year, or maybe longer, if no power has been reestablished by then.
If the battery completely dies and power is not restored, you can use one of the 3 keys included with your safe for manual entry. The emergency override keyhole is located on the front door underneath the biometric fingerprint sensor.
If you lose your key and power still has not returned, you can connect your safe to an emergency backup battery which can be purchased online. Please make sure the backup battery you purchase has PD 3.0.
Your safe will keep all login credentials and notifications stored on your safe for up to one year, or maybe longer, if no power has been reestablished by then.
What kind of batteries does The Space Safe require?
We hate safe’s that require you to use disposable batteries and find them extremely inconvenient for users. With disposable batteries, if the batteries die, it’s nearly impossible to open the safe and change the batteries. With that in mind, The Space Safe is equipped with a rechargeable lithium battery, that way you never need to worry about replacements or getting locked out. If your battery dies, just charge the safe and you're back in business in seconds.
Where can I see the safe's battery level?
Detailed information regarding battery percentages and status is viewable both on The Space App and in the header of The Space Safe.
What is low power mode?
In the event your safe loses power to the wall, the backup battery will be the primacy source of power and low power mode will activate. Your safe will attempt to conserve as much battery power as possible including limiting screen brightness, turning off some lights, and other electronics that can help conserve battery. This does mean notifications will be sent less frequently.
What are the 2 USB inputs inside the safe for?
If you would like to store anything in the safe that would require a charge, simply plug that item into one of the 2 USB inputs equipped in the safe. The USB hub, which includes a USB-C and a USB-A port, is located inside your safe near the camera. Once connected, your device will begin to charge. Please note that these USB ports are specifically designed for charging and cannot be used for data transfer.
Please note, some safes have lights around the USB ports, while others may not.
Users and Temporary Access
How many user profiles can I have enrolled per safe?
We allow up to 4 users per safe in normal mode. Each user will have their own unique PIN, mobile app account, and avatar. The safe allows for 1 owner, and up to 3 administrator or standard user profiles.
Each user can have up to 5 fingerprints, and we recommend enrolling at least 1 finger from each hand.
How do I remove a user from my safe?
Administrators can remove users in the safe's settings under "Users" or from The Space App on your mobile device. Non administrators can only delete their own user profiles. If for any reason you want to suspend a user profile and not delete it, you can do so by "Suspending" that user profile.
I am not at home and I would like to unlock my safe for someone. Is there a way to do that?
We understand that at times the need to unlock a safe without being present is necessary, so we have added a feature allowing a temporary PIN to be sent to whoever you would like, known as "Temporary Access". To maximize security, we are allowing only 1 PIN to be sent once every 24 hours and this PIN will be valid for only 5 minutes from time sent, so we recommend the guest to be by the safe when you send the PIN. To send out a PIN, open the "Users" screen on the mobile app and push the + button, and select "Temporary Access".
If for any reason you do not want this feature activated, you can turn it off in the settings of the safe.
I have sent a temporary PIN to someone and it expired, what do I do now?
Due to security reasons, the system does not allow for more than 1 temporary PIN to be sent within 24 hours. This is for your protection. Please wait until the 24 hour period has expired and try again.
The temporary PIN was never received. What do I do?
All messages sent from SPACE are sent via WhatsApp and not via SMS. Please ensure the receiver of the message has WhatsApp downloaded and installed on their mobile device.
These messages include:
- Phone number verification
- Temporary Access PIN
- New User Registration PIN
- Panic PIN information
- Airbnb messages
Any messages sent to the mobile app are sent as push notifications. If you encounter any issues, please reach out.
How do I change my avatar?
On the safe, go into the “Users” screen in settings, then click on the user’s avatar you want to change. Alternatively, you can adjust the avatar in the settings tab on the mobile app.
Fingerprints
How many fingerprints can be stored on The Space Safe?
The fingerprint reader on The Space Safe is one of the more advanced and secure fingerprint sensors on the market and can hold between 100-200 fingerprints. To have an easier user experience, we recommend each user enroll at least 2 fingerprints and in Normal Mode, each user can enroll up to 5 fingerprints.
How can I delete a fingerprint?
Any additions or deletions to fingerprints can be adjusted in the settings screen of the safe. Please note, if you delete a user, any fingerprints connected to that user will be deleted.
How secure is the fingerprint reader?
The fingerprint reader has a 508 dpi, 192 x 192 pixel sensor. DPI stands for dots per inch; the higher the number, the more detailed and secure the fingerprint is. To give you a better understanding, 500 DPI is required by FBI compliant systems. This means our fingerprint reader is very good.
Is there a specific way to read the fingerprint?
The Space Safe is equipped with a super advanced fingerprint reader and does not require you to place your finger a specific way. The 360 degree fingerprint technology allows users to place fingers on an angle for quick and easy access, and the sensor will read your fingerprint accordingly.
What do the LED halo colors around the fingerprint sensor mean and how do I turn them off?
Some of our safes will have a halo color LED light around the fingerprint sensor while other safes may not. If your safe is equipped with an LED ring around the sensor, this is what it would signify:
- Red means the fingerprint was not accepted. Please try again.
- Blue means the sensor is ready for you to place your finger.
- Green means the fingerprint was successfully accepted.
Cameras
The red light on the front door is always on. Is there a way to turn it off?
The red light is a status light to notify you that the camera is set to on and ready for streaming. If you want to turn off the red status light and further conceal your safe, you can do that in the "Camera" settings section of your safe, or in the camera section of The Space App. Please note, by turning off the status light, the camera will continue to record. If you want to turn off the camera, then you must turn it off in the settings section.
The red light was never on. Why is that?
If you have never connected your safe to WiFi, it will never activate the camera.
Can I save the recordings from the camera?
By default, if you connected to WiFi, then your camera will always be on and will always be recording. Live streaming is available for free for all users. For HD, video storage, playback, and to save your recordings from the inside or outside camera feed, you will have to add a subscription plan. Please go to settings section of the mobile app, and click on "Payment and Subscriptions" to select your device and the subscription plan you would like to activate. Up-to-date pricing can be found there.
How do I turn off the cameras?
If you want to turn off the camera on your safe and not have them record at all, you can do that in the "Camera" settings section of your safe, or in the camera section of The Space App. By default, if you connected to WiFi, then your camera will always be on and will always be recording.
I did not have a subscription, but I want to go back to a previous video recording. Is that possible?
No. If you do not have a subscription, then live streams will not be saved locally to your device, and they cannot be viewed.
Why are you making me get a subscription to see my past video recordings?
A subscription is not mandatory if you want only live streaming. However, if you choose to add a subscription, then any video footage taken will live on the cloud for a number of days. To storage and stream these videos incur a cost to us, which is why a subscription is required.
How secure is having a camera videoing me and my valuables and keeping my footage on the cloud?
SPACE has no access to your video footage or your camera. Video footage and live streaming is stored and streamed through Amazon Web Services. If you are still worried about your privacy, you can always turn off the camera in the settings.
Notifications, tamper detection, lockdown, security, forgotten pins, and lost keys.
How often do I receive notifications to my mobile phone?
Notifications are completely customizable by each user rather than by each safe, which means each user can customize notifications the way they prefer them. From The Space App you can set which notifications you want to receive and how frequently you want to receive them. Depending on your safe's mode, notifications can be received via the App, WhatsApp or both.
If there are any notifications we do not give you an option to turn off, then you can reach out and we can see if we want to add that to the customizable list.
How does The Space Safe know if someone tampers with your safe?
Depending on your safe model, you will either have an accelerometer or gyroscopes or both and your safe will “feel” if any movement or change in gravitational pull occurs; this includes free-fall, shock, vibration or tilting. Depending on the sensitivity levels you choose, the safe will notify you of tampering and enter lockdown mode.
In lockdown mode, you'll receive a notification on the mobile app, and the safe's screen will be inactive to any user. The screen will flash red to indicate that lockdown mode is active.
How does it work? Similar to how your other devices work; including cellphones, cars, laptops, etc, it detects movement.
Additionally, if someone enters the wrong pin code 3x, lockdown mode will activate.
What is lockdown mode?
Lockdown mode will leave your touch display interface completely inaccessible while displaying an alarming message. Sensors and notifications will remain on, and if touched, an alarm will sound.
Lockdown can be enabled 3 ways:
Lockdown can be enabled 3 ways:
- Remotely from the App.
- If someone enters a PIN code incorrectly 3 times.
- If the accelerometer feels heavy movement.
What if I lose my key and forget my PIN code? How do I access my safe?
SPACE does not have access to your safe. In order to have the highest security protocols for our consumers, we are unable to reset your safe remotely, therefore provide you with 3 keys. Please keep your keys and pin codes in a safe place.
Your safe will come with a yellow and white “security card” that contains unique key information. If you require an additional key, validation from your yellow card will be required to initiate a replacement key. If you lose your card, we cannot guarantee a key replacement. Replacement keys are made in Europe, cost $50 per key, and take up to 8 weeks to cut and receive.
Your safe will come with a yellow and white “security card” that contains unique key information. If you require an additional key, validation from your yellow card will be required to initiate a replacement key. If you lose your card, we cannot guarantee a key replacement. Replacement keys are made in Europe, cost $50 per key, and take up to 8 weeks to cut and receive.
Once a replacement key order has been placed, you will be notified with the estimated timeframe it will take. Keys will be processed in the order in which they are received and delivery dates provided by Safe are not guaranteed.
If the above is not an option, and you do not have your PIN, we do not have a way to access your safe.
The Space Safe is not that heavy. I am afraid someone will pick it up and run off with it. What can I do?
The safe weighs around 60 pounds. For added security, your Space Safe comes with 2 bolts to anchor into your wall via a stud or concrete for secure mounting. There are 4 predrilled holes; 2 on the bottom, and 2 in the back.
Why can’t I remote open my Space Safe?
To maximize security we do not have this feature available.
I forgot where my unlock location is for my Super Screen Saver lock screen. How do I unlock my Safe?
Unfortunately, you cannot. If you’ve forgotten where you’ve set the unlock location to, then you will have to keep trying different spots until it unlocks. Please note, that after pushing the wrong place several times, similar to your phone, the system will lock for several minutes before you can attempt another location.
How do I change the unlock location on my Super Screen Saver lock screen?
On the safe please venture to your safe’s settings, then click on “Display Settings”, and you will find an option to “Review your unlock location”. This is where you can review and change the location you’ve set.
Everything else
How often are over-the-air updates released?
Over-the-air updates will be released as we continuously improve our user experience, features, and listed to user feedback. If there are any features you would like to see on your Space Safe, please drop us a suggested feature.
How do I change the light in the front, underneath the unobtrusive handle?
By default The Space Safe’s light is set to blue and at the highest brightness level. If you would like to change the color, the brightness level, or change if the light should always stays on, you can do this on The Space App. On the screen with your devices, select the device you would like to adjust, then click on the safe or on the arrow beside the safe. On the next screen ("device settings"), you will see the option to adjust the outer light color and brightness settings to your liking. Alternatively, you can make similar selections on the safe in the safe's settings under "System".
Can I change the screen color of the safe’s LCD?
Yes; although the safe is defaulted to dark mode, we do offer a light mode, which will be available by the end of 2024.
How do I view my unique serial number?
Your serial number is viewable in 3 places:
- Inside: Behind the door of your safe
- Outside: On the bottom right corner of the back of your safe
- On the screen; In the About screen under the Settings section.
What kind of warranty does your Space Safe have?
Your safe will come with a 1 year limited warranty. Physical damage is not covered, and we will work with you in the best manner we can to make sure any issues are resolved.
Is there a way to change the details of an order I placed?
Please contact us right away and we will attempt to modify your order; www.TheSpaceSafe.com/pages/contact-us
What is the return policy?
We accept all returns if they are sent within 30 days of purchase and if the product has not been used or damaged. If the safe has been programmed, we require you to reset the device prior to return. If your safe has not been wiped prior to return, no refund will be provided, as Space has no way of accessing or resetting the safe.
Returns must be approved prior to sending back and they must come back with its complete packaging.
All return shipping fees will be paid for by the customer and returns are subject to acceptance.
Returns must be approved prior to sending back and they must come back with its complete packaging.
All return shipping fees will be paid for by the customer and returns are subject to acceptance.
I have suggestions or would like to contact Space.
Please click on this link to contact us: www.TheSpaceSafe.com/pages/contact-us
Don’t find an answer?
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