SUPRA ACTIVEKEY AND IBOX FAQ
1. WHAT’S THE DIFFERENCE BETWEEN THE ACTIVEKEY AND THE E KEY?
An ActiveKey is issued by the Granbury Association of REALTORS® and a quarterly lease fee is paid to GAR. It has a
number pad on the front and an InfraRed (IR) signal on the front that communicates with the iBox. The ActiveKey
comes with insurance in case of loss, theft, or damage. An ActiveKey updates itself wirelessly through cellular
networks.
An eKey uses your cell phone’s software (through the Supra eKey app) to connect to an electronic device that
sends the IR signal to the lockbox. The eKey updates wirelessly using your cell phone. eKey comes in two service
levels: Basic and Professional. Basic provides basic lockbox functions and Professional adds MLS data saved to your
phone, links Google maps to the listings, and delivers showing details to your phone.
2. IS MY KEY TRANSFERRABLE TO ANOTHER ASSOCIATION?
No. ActiveKeys are the property of the Granbury Association of REALTORS® and upon moving to another
association, you must return your key to GAR and have your new association issue you a key. However, you can
maintain ActiveKey service with GAR even after moving to another association provided that it is in the NTREIS
service area.
3. WILL MY ACTIVEKEY WORK IN THE METROPLEX?
Yes. All Associations that are a part of NTREIS have a cooperative agreement to allow ActiveKeys, Display Keys
(older technology), and eKeys to work in all NTREIS areas. One exception is the Abilene Association of REALTORS.
You must call their association to make your ActiveKey cooperate to work in their area. (325) 692-9821.
Your key can also be made to cooperate with the Houston, San Antonio, and Austin areas.
4. DO I GET A REFUND IF I CANCEL MY ACTIVEKEY SERVICES?
Refunds are not given for quarters that are already in progress. However, if you turn in your key after one calendar
quarter, you will not be billed for the subsequent quarters.
5. HOW DO I GET THE KEY OUT OF THE LOCKBOX?
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Press on/off to turn on the ActiveKEY.
At the OBTAIN KEY menu option, press enter.
Enter your four-digit PIN code and press enter.
Note: Two (2) beeps sound and the ActiveKEY will power down in five (5) minutes.
Point the top of the ActiveKEY at the iBox, iBox BT, or iBox BT LE infrared lens. After a few
seconds, the key container unlocks.
Press up on the bottom of the key container within 30 seconds to remove it from the iBox or iBox
BT. If you do not press up on the container within 30 seconds, it relocks.
A buzz tone sounds if the operation is unsuccessful, and the ActiveKEY displays a message
alerting you to the error.
© 2015 Granbury Association of REALTORS®
SUPRA ACTIVEKEY AND IBOX FAQ
6. HOW DO I ACTIVATE/DE-ACTIVATE SHOWING HOURS?
The iBox device can be programmed to allow 24-hour access or timed access for specific hours. To determine the
timed access hours programmed into the iBox, contact your Association or MLS.
Showing hours are in standard time. If the area observes daylight saving time, the actual access hours are one (1)
hour later than the hours set in the iBox or iBox BT during daylight saving time. For example, if an iBox, iBox BT, or
iBox BT LE is programmed for access from 8 a.m. to 9 p.m. Standard Time, during daylight saving time, the actual
showing hours are 9 a.m. to 10 p.m.
Activate or deactivate timed access in an iBox device:
1. Press on/off to turn on the ActiveKEY.
2. Scroll to the SET IBOX TIMED ACCESS menu option and press enter.
3. Press 1 to activate timed access hours or 2 to activate 24-hour access.
4. Enter the iBox shackle code and press enter. The ActiveKEY powers down in five (5) minutes.
5. Point the ActiveKEY at the infrared lens on the front of the iBox device to program the new
setting.
7. HOW DO I CHANGE THE SHOWING HOURS?
To change the access hours for a lockbox, you must bring the lockbox to the Association office. We will re-program
the lockbox access hours via the programming base.
8. WHAT IS A CBS CODE AND WHY/WHEN SHOULD I USE IT?
Every iBox device contains a Call Before Showing (CBS) code that your Association or MLS can activate. The CBS
code allows the listing agent to control iBox access by requiring the showing agent to call for authorization before
opening the iBox device. If the CBS code is active in the iBox device, enter the CBS code into the ActiveKEY before
accessing it.
Enter a CBS code into the ActiveKEY:
1. Press on/off to turn on the ActiveKEY.
2. Scroll to the CALL BEFORE SHOWING menu option and press enter.
3. Enter the CBS code and press enter.
Once the CBS code is entered for a particular iBox into the ActiveKEY, follow the standard procedure for releasing
the key container. You can access the iBox until the listing agent changes the iBox or until you enter a CBS code for
a different iBox device.
Some affiliate members, such as photographers and stagers, have a key that always requires the use of a CBS code.
If you do not know the CBS code for a lockbox, call the GAR office at 817-326-2530 and we can assist you. Upon
request we can also send you a listing of all of your lockboxes with shackle codes and CBS codes.
© 2015 Granbury Association of REALTORS®
SUPRA ACTIVEKEY AND IBOX FAQ
9. WHAT HAPPENS WHEN THE BATTERY DIES IN A LOCKBOX? AND HOW LONG
DOES THE BATTERY LAST?
A lockbox battery cannot be replaced, but the battery is expected to last approximately 7 years. When you release
the shackle on a lockbox, it will show you the remaining battery life in the lockbox. For every 14% of battery life,
you can expect approximately 1 year of charge. When the lockbox battery is low (under 10%), please bring the
lockbox to the GAR office and we will give you a replacement lockbox. They are guaranteed from Supra for
replacement. If the lockbox is totally dead and you need to remove it from the home, call GAR for instruction.
10. HOW DO I CHARGE MY ACTIVEKEY?
When you were assigned an ActiveKey from GAR you were given a wall charger. You can leave the ActiveKey on
the charger as long as you like, it will not overcharge. You can also purchase vehicle chargers for the ActiveKey. The
USB cord that was given to you with your ActiveKey does not generally transfer enough energy to power the
ActiveKey. It is recommended that you use the Supra issued wall or vehicle chargers.
11. WHAT IS THE SERIAL NUMBER FOR MY KEY ?
If you have an ActiveKey, you can find the serial number printed on the back of your key. If you have an eKey, you
will find your serial number in the eKey app in the “About” section.
12. CAN I CUSTOMIZE THE SHACKLE CODE FOR MY LOCKBOXES?
Yes! Lockboxes can be programmed to any 4-digit shackle code you would like. You must bring the lockbox to the
GAR office to be programmed. It is possible to have your ActiveKey/eKey PIN and your shackle codes the same if
you would like, as they use different key functions to access.
13. WHAT DO I DO WHEN MY KEY SAYS “CALL TO ENABLE” OR “KEY EXPIRED”?
There are several possible reasons for receiving this message. You can do 2 things: 1. Call GAR at 817-326-2530 and
ask for an update code, or 2. Call the Supra technical support number that is printed on the back of your ActiveKey
and they will give you an update code. Generally, once you manually update the ActiveKey, you will not encounter
the problem again.
14. HOW DO I KNOW WHO ACCESSED MY LOCKBOX AND/OR SETUP E -MAIL
ALERTS FOR LOCKBOX ACTIVITY?
Each time a Supra key releases the key container in an iBox, the showing is recorded in both the key and the iBox.
The showing is also sent to the Supra database. As a listing agent, there are several ways to see who has shown
your listings. Reports of how many properties you’ve accessed are also available.
© 2015 Granbury Association of REALTORS®
SUPRA ACTIVEKEY AND IBOX FAQ
There are four (4) ways to view showing activity:
1. View showing reports and key activity reports on the Supra website (refer to the SupraWEB
Guide for Agents available at www.supraekey.com, click the Customer Support link and
SupraWEB Resources).
2. Set up SupraWEB to send you an email when you’ve had a showing (refer to the SupraWEB
Guide for Agents available at www.supraekey.com, click the Customer Support link and
SupraWEB Resources).
3. Read the iBox(s) to transmit the showing information to your ActiveKEY and view the showings
right on the ActiveKEY.
4. Request a report from the KIM voice system.
You can find out more about the SupraWeb services in the Supra guide at:
http://www.supraekey.com/Documents/SupraWEB_Guide.pdf
© 2015 Granbury Association of REALTORS®