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Aerial view of residential neighborhood with open sky and city skyline in the distance Aerial view of residential neighborhood with open sky and city skyline in the distance

FAQs

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Support FAQ
Please contact your local real estate association or MLS to ask about Supra products and services.
First contact your association/board/MLS, to be assigned a Supra eKEY.
  1. In the eKEY App, after tapping on “Activate eKEY”:
  2. Tap on “I need to request an Authorization Code”.
  3. A prompt comes up asking for the EMAIL ADDRESS or PHONE NUMBER and the 4-digit PIN Code.
    • Enter the phone number on file (this is the fastest method as it is an SMS text)
    • Enter the email address on file. (The email address is the general alert one, not the billing one)
  4. Enter the 4-digit PIN Code.
  5. Tap on Submit. At this point an Authorization Code with either be texted (phone number) or emailed (email address) to the keyholder.
  6. Tap the provided link in the text/email. If prompted tell your phone to open in Supra eKEY app.
  7. Tap the 2 circular buttons to accept the EULA and the Privacy Notice.

Your key should then automatically start authorizing and updating itself.

Video how-to
In the eKEY app:
  1. Tap the red button at the bottom of the app that says “Tap to pay”.
  2. The billing information page will appear, showing the amount due and the due date. If they are in collections, there will be a late fee (this is what we call the recovery fee) of $25.
  3. Tap the button marked “Pay with a new card” to enter card information (3A). Or choose “Pay Using Card on file” to attempt payment on a saved card (3B).
    • Enter card number and expiration date and choose whether you wish to “Make a One-Time Payment” or set it to “Update default payment method to card”.
    • Assuming the card on file is valid, it should process the payment on it.
  4. After a payment has been made using a card, the following confirmation screen will appear: “Thank you! Your payment request has been submitted.”
Video how-to
  1. Get an update code from SupraWEB or call 1-888-968-4032.
  2. Enter the update code into the eKEY app. 
Instructions for AndroidTM
  • Open the eKEY app.
  • Tap Update.
  • Tap Emergency Update.
  • Enter the update code.
  • Tap the Update Key button.
Instructions for iOS
  • Open the eKEY app.
  • Tap Update.
  • Tap Emergency Update.
  • Enter the update code.
  • Tap the Update Key button.
Contact the organization that you wish to cooperate with. Let them know you have a key from another organization, and they can assist you with getting your key cooperated. Once complete, tap the update icon on your eKEY app.
eKEY on Android and iOS via Bluetooth:
  1. Open eKEY app.
  2. Tap on Obtain Key (if a CBS Code is being prompted and the key is not an Affiliate key, the “Enable CBS” function can be unchecked in the eKEY Settings)
  3. Type in PIN code. The phone will start searching “Turn on fob or iBox BT”...
  4. Push up on the key container of the lockbox. The phone will start communicating with the lockbox. Once it is complete it will say Successful.
  5. Push up on the key container to release it.
Video how-to
If you’ve forgotten your PIN code, please contact the association/MLS/board that you got your key service from. Only they can give you your PIN code.
Please contact the listing agent and ask for a single access key.
To cancel contact your association/MLS/board that you got your key service from, and request that your eKEY service be canceled.
  1. Open the Supra eKEY app on your phone.
  2. Tap on the MY KEYBOXES icon.
  3. Tap on the Keybox serial number in question.
  4. Tap on the PROGRAM KEYBOX heading.
  5. You will see the shackle code about half way down your screen.
eKEY - IOS (iPhone & iPad)
  1. Open the Supra eKEY app on your phone.
  2. Tap Open Shackle.
  3. Enter the 4-digit shackle code.
  4. Tap on the Reason box.
  5. Scroll up or down until the correct reason is selected, then tap Done.
    • If Adding on a new listing is chosen, either enter the address number, or the MLS number, then tap SAVE
  6. Tape Done.
  7. (Optional) Toggle on the “Add to my keybox inventory” switch.
  8. Tap BEGIN button
  9. Press up on the bottom of the lockbox to power the lockbox on.
  10. Wait for the message Success to appear, as well as a message about the battery level in the box.
  11. Push the shackle down into the lockbox then pull up. The shackle will come off.
eKEY - Android OS
  1. Open the Supra eKEY app on your phone.
  2. Tap Open Shackle.
  3. Type in shackle code.
  4. Tap on the Reason box.
  5. Select a reason from the drop down list.
    • If Adding on a new listing is chosen, either enter the address number, or the MLS number, then tap SAVE
  6. (Optional) Toggle on the “Add to my keybox inventory” button on.
  7. Tap the BEGIN button.
  8. Press up on the bottom of the lockbox to power the lockbox on.
  9. Wait for the message Success to appear, as well as a message about the battery level in the box.
  10. Push the shackle down into the keybox then pull up. The shackle will come off.
Video how-to
You can program listings for your lockbox right in the Supra eKEY app the way you and your seller want to use it. As long as you are with your lockbox, you can program it with these easy steps.
  1. Open the Supra eKEY app on your phone.
  2. Tap on the MY KEYBOXES icon.
  3. Tap on the Keybox serial number in question.
  4. Tap on the PROGRAM KEYBOX heading.
  5. From this screen you can change the following
    • Shackle code
    • CBS code/requirement
    • Keybox access hours
  6. When finished editing tap the PROGRAM button.
  7. Enter the 4-digit shackle code (previous code of shackle code is being changed)
  8. Press up on the bottom of the lockbox to power the lockbox on.
  9. Wait for the message Success to appear. Your lockbox has now been reprogrammed.
Video how-to