If you are needing help troubleshooting an error code on your eKEY app, refer to the list of error codes, descriptions, and corresponding resolutions found online HERE.  

For any error not included on the list or is not resolved, contact Supra Support at 1-877-699-6787 for assistance between 7:00 am - 9:00 pm daily, including weekends.

Most Common Errors

• Communication:  A communication error may occur when there is an interruption in the Bluetooth connection from the eKEY app to the lockbox. First, try to reset your Bluetooth by turning it off and on.  If the error still occurs, restart your device completely
• Location:  Android devices now require location services to be enabled when scanning for Bluetooth devices.  This can be found in your device Settings under App Permissions.
• Update:  The eKEY app requires a daily update, and it's best to open the app before leaving for a showing so the app updates automatically prior to arriving at your location. If the device was unable to update, a red X will be displayed over the Update option on the app home screen. Generate an emergency update code via SupraWEB on the eKEY or contact Supra Support at 1-877-699-6787 to obtain the code by phone.  
• Timed Out:  When your eKEY times out when attempting to open a lockbox make sure you have initiated the Bluetooth on the lockbox by pressing up on bottom of the box. The lockbox will stay “on” for about 30 seconds, so you may need to press it again if you haven’t connected within that time.  If the light on the front of the lockbox is not blinking periodically, the lockbox may need to be replaced.  If the lockbox is blinking and you still experience the issue, restart your device or try uninstalling then reinstalling the app. 
• Access Denied:  The most common reasons for an access denied message is entering in an incorrect PIN/Shackle Code or by attempting to access the lockbox outside of the time restrictions set by the listing agent. If you are unable to remember your 4-digit eKEY PIN code, you can reach out to support for assistance.