FAQ
Products & Security
Are OttoLock cinch locks cut-proof?
No lock is. All bike locks can be defeated by a motivated thief with the right tools, technique, and time. OttoLock cinch locks provide an appropriate “quick stop” level of defense against many forms of attack — not all tools. They're designed as a lightweight, compact deterrent for short stops (coffee, snacks, restroom breaks). A cinch lock is not a replacement for a U-Lock. For higher-crime areas or long-duration lock-ups, we recommend redundant locking with a SIDEKICK or a quality U-Lock. See our Use Guidelines.
Which length should I get?
The 18" is the minimalist's choice for locking a single tube to a post. The 30" is the most versatile — it reaches through the rear wheel and can secure multiple bikes. The 60" locks both wheels through the frame and is ideal for vehicle racks. See our Size Selector for full guidance and weights.
What's the difference between the Original and HEXBAND?
The Original Cinch Lock uses 3 hardened stainless-steel band layers. The HEXBAND uses 6 layers for higher security needs — it's our toughest cinch lock, ideal for locking bikes to the back or top of a vehicle.
Using Your Lock
How do I set or reset my combination?
Set the tumblers to your current combination (factory default is 0-0-0), then follow the reset steps to choose a new code. Important: if you have forgotten your combination, you cannot reset it — you must start the process on the correct active combination. Full lock/unlock and reset instructions are on our Support page.
My lock won't open on my combination — what do I do?
First, try the “neighbor code” tip: it's possible the last digit of your code was accidentally reset. Start with the code you think is right and roll the last number up one digit at a time until you've tried all nine remaining numbers (e.g. if your code is 1-2-3, try 1-2-4, 1-2-5…1-2-9…1-2-1). This commonly works — please try it before banging or squeezing the lock button.
My lock button is crooked or won't depress.
The button has a “breakaway” safety feature and can activate under high impact or excessive force (like pressing on a table or squeezing with pliers). If the breakaway button has activated, it will look crooked or tilted and the lock is no longer functional. Please do not use a tool or table to press the button — damage caused this way is not covered by warranty. Contact us for help.
Orders, Shipping & Returns
How long does shipping take?
Unless there are exceptional circumstances, we make every effort to fulfill orders within 24–48 hours. Delivery times are estimates from the date of shipping. We ship Monday–Friday, excluding holidays. See our full Shipping Policy.
What's your return policy?
Your satisfaction matters to us. If you need to return or exchange something, contact us within 30 days of purchase and we'll solve the issue. Our products carry a one-year limited warranty against defects in materials or workmanship. See our Warranty & Policies.
My lock was damaged in a theft attempt. Can I get a replacement?
Yes. Our Theft Replacement Program offers a new lock at 50% off retail. Email us a photo of your damaged OttoLock product and we'll send a 50%-off code with ordering instructions. Shipping, taxes, and duties are not included.
Still Need Help?
Reach us at support@ottolock.com or visit our Contact page.
