I had the same problem recently. If you have one of the kickstarter units, I'm guessing this is a known defect. Since mine was out of warranty, I purchased the $60, out of warranty repair service and Candy House sent me a brand new replacement lock in less than a week. Contact Candy House via email at email@example.com and you should get a quick response. Being without mine for a week reminded me of how much I like it!