To open a new Away suitcase, set both number dials on the TSA combination lock to 0-0-0, then move the lock’s release switch. Once the zipper pulls pop free, open the suitcase. Afterward, set a new code before your trip.
Away suitcase locks can vary by model and production year, so use the instructions below as a safe starting point. If your lock does not respond to 0-0-0, check the model guide or contact Away support instead of forcing the lock.
What You Need Before You Open the Suitcase
You do not need a key, battery, app, or special tool to open a standard Away suitcase for the first time.
Before you start, place the suitcase on a flat surface and check these parts:
- Three-number combination lock: This controls the zipper pulls.
- Lock release switch or button: This opens the lock after the correct code is set.
- Zipper pulls: These are the metal tabs that fit into the lock.
- TSA keyhole: This is for airport security officers. It is not normally opened with a key supplied to the owner.
Most new Away suitcases use a factory-set combination of 0-0-0. The suitcase may also have a thin protective film, cardboard insert, or paper tag around the case or lock. Remove only the packaging that blocks normal use.
Do not cut the zipper, pry the lock, or use pliers. A new suitcase should open without force.
How to Open an Away Suitcase Step by Step
Follow these steps in order. Keep the suitcase closed until the dials show the correct code.
1. Put the suitcase on a stable surface
Set the suitcase upright or flat on a table, bed, or clean floor. Keep the lock facing you.
A stable position helps you see the numbers and prevents the case from moving while you operate the release switch.
2. Set all three dials to 0-0-0
Turn each number wheel until the window shows:
0 – 0 – 0
Line up the numbers with the small mark on the lock. A dial that sits between two numbers may not register correctly.
If the wheels feel stiff, turn them gently. New combination locks can feel firm, but they should not require excessive pressure.
3. Move the lock release
With the dials still set to 0-0-0, move the lock’s release switch or button in the direction shown by the arrow.
Depending on the Away lock design, you may need to:
- Slide the switch sideways.
- Push a release button.
- Hold the switch while pulling the zipper tabs out.
The zipper pulls should release from the lock. You can then open the suitcase with the zipper.
4. Pull the zipper tabs out
Once the lock releases, remove both zipper pulls from the lock body. Do not pull hard if only one tab comes free.
If a zipper pull remains stuck, return the dials to 0-0-0 and try the release again. Make sure the zipper is not under tension from an overpacked case.
5. Open the suitcase
Run the zipper around the case and lift the lid. Remove any packing paper, cardboard, or protective material inside.
Check the interior before packing. Look for the compression system, laundry bag, shoe compartment, and any removable parts included with your model.
6. Set your own combination
After confirming that the suitcase opens, choose a new three-digit code that you can remember.
The exact reset method may differ by Away model. Common lock designs use one of these methods:
- Open the suitcase.
- Find the small reset button, pin, or switch near the number wheels.
- Press or move the reset control.
- Turn the dials to your new code.
- Release or return the reset control.
- Test the new code while the suitcase is still open.
Test the new code at least twice before closing the suitcase. This prevents a simple setup mistake from locking your belongings inside.
How to Set and Test the Lock Code
Set the code while the suitcase is open. This gives you a safe way to correct the setting if the lock does not work as expected.
Use a code that is easy for you to recall but not obvious to someone who handles your luggage. Avoid common choices such as:
- 0-0-0
- 1-2-3
- Your birth year
- Your apartment number
- A short sequence printed on your luggage tag
After setting the code, test the lock in this order:
- Keep the zipper pulls outside the lock.
- Turn the dials away from your new code.
- Return the dials to your new code.
- Move the release switch.
- Confirm that the switch releases.
- Insert the zipper pulls and lock the case.
- Scramble the dials.
- Enter the code again and open the lock.
Do not pack the suitcase until this test works. If the lock will not open while the case is empty, it is much easier to fix the problem.
What the TSA keyhole means
The keyhole on the lock is for authorized Transportation Security Administration officers. TSA-approved locks allow security staff to inspect checked luggage without cutting the lock in some situations.
You generally do not receive the TSA key. Use the combination dials to open your Away suitcase.
A TSA-approved lock does not mean that airport security will never open your luggage. Security officers may still inspect a bag when required. A lock can also be damaged if an officer cannot open it or needs to inspect the contents.
If Your Away Suitcase Will Not Open
A new Away suitcase that will not open usually has a dial alignment problem, zipper tension, or a lock-setting issue. Check the simple causes first.
The lock does not release at 0-0-0
Try these checks:
- Confirm that every dial shows 0.
- Align each number with the center mark.
- Move the release switch fully in the direction of its arrow.
- Gently push the zipper pulls toward the lock while moving the release.
- Release pressure, then try again.
The zipper pulls may be pulling against the lock. This can happen when the suitcase is packed tightly or when the zipper is caught at an angle.
Do not twist the zipper pulls or force the release switch. A combination lock can jam if its internal parts are bent.
One zipper pull will not come out
Push the stuck zipper pull slightly back into the lock. Then set the dials to the correct code and operate the release switch again.
If the zipper is tight, move the zipper slider a few inches away from the lock. This may reduce pressure on the zipper pull.
If the pull still will not release, stop before applying tools. Take a clear photo of the lock and contact Away customer support. Include the suitcase model, proof of purchase if available, and a description of what happens when you use the lock.
You changed the code but forgot it
A forgotten combination cannot normally be recovered by trying random numbers quickly. Do not assume that the factory code will work after you have successfully changed the setting.
Try codes only if you have a strong reason to believe they are correct. Repeated guessing can waste time and may make it harder to identify the real problem.
For a locked suitcase with a forgotten code, contact Away support or a qualified luggage repair service. Do not drill or break the lock unless you accept the risk of permanent damage.
The lock release feels stuck
Stop if the switch does not move with light pressure. Check that:
- The dials are aligned.
- The zipper pulls are seated correctly.
- The case is not overfilled.
- The zipper is not trapped under the lid.
- No packaging material is blocking the lock.
A lock that remains stuck when the case is empty may have a manufacturing fault. Contact Away rather than attempting to disassemble it.
Common Mistakes to Avoid
The most common first-use mistake is changing the combination before learning how the reset mechanism works. Always open and test the suitcase first.
Avoid these errors:
- Using the TSA keyhole as a normal keyhole: The key is not intended for the suitcase owner.
- Setting the code while the suitcase is closed: You may accidentally lock the case before confirming the code.
- Forcing a zipper pull: Pressure can make the lock harder to release.
- Turning only two dials: All three numbers must match the set combination.
- Reading the numbers from an angle: A wheel may appear to show one number while sitting between two.
- Packing before testing: Test the lock while the case is empty.
- Assuming every Away model uses the same reset button: Lock hardware can differ between models and revisions.
- Using oil or spray lubricant: These products can collect dust or damage nearby materials.
If the instructions printed on your lock conflict with a general guide, follow the instructions on the lock or in the manual for your exact suitcase.
Away Suitcase Lock: Quick Reference
| Problem | First check | Safe next step |
|---|---|---|
| New suitcase will not open | Set all dials to 0-0-0 | Align the numbers and move the release switch |
| One zipper pull is stuck | Check for zipper tension | Push the pull inward gently and try again |
| New code will not work | Confirm the reset process | Recheck the code while the suitcase is open |
| You forgot the code | Do not force the lock | Contact Away support or a luggage repair service |
| Lock switch will not move | Check for packaging or pressure | Stop and request support |
| You see a keyhole | It is likely the TSA access point | Use the combination, not a key |
The safest sequence is simple: open with 0-0-0, set a new code while open, test the code twice, then pack.
Frequently Asked Questions
Does every Away suitcase open with 0-0-0?
Most new combination locks are shipped with 0-0-0 as the initial code, but lock designs and product revisions can differ. If 0-0-0 does not work, check the instructions supplied with your suitcase and contact Away support.
Can I open an Away suitcase without the combination?
There is no safe universal bypass for a locked combination suitcase. If you forgot the code, contact Away or a luggage repair professional. Trying to pry, drill, or cut the lock may damage the case and could affect warranty support.
Does Away provide a key for the TSA lock?
The TSA keyhole is intended for authorized airport security personnel. Owners normally open the suitcase with the combination dials.
How many numbers does an Away suitcase lock use?
Standard Away suitcase combination locks use three number wheels. The exact lock layout may vary by model, so follow the markings on your suitcase.
Should I lock my Away suitcase when checking it at the airport?
You can use the built-in TSA-approved combination lock when checking the suitcase. Keep the combination private, and do not place essential medication, identification, or irreplaceable items in checked luggage.
Final Checklist Before Your First Trip
Before packing your Away suitcase, confirm that:
