If the electric mechanism to unlock the hatch doesn't work you have to override it. You put the key in and turn it right until it feels like it should open, but turn it a little further, this is what overrides the electric opener. Then slide the handle to the left and it'll open. It makes you fell like you're going to break your key, just be cautious. I've been doing this for a year a half, it's annoying, but you'll get good at it.