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Help desk info
TIPS, TRICKS AND HELP
KEYS

Agent Education Resources – Training videos, Manuals and Documentation: Click Here.

  1. How do I setup my Display Key (dKEY)?

    QUICK SET UP GUIDE FOR YOUR DISPLAY KEY (dKEY)

    1. SETTING UP THE CRADLE
        Click here for instructions to set up either the dial up phone line cradle or USB cradle (not MAC compatible).
    2. CHECK THE UPDATE DATE ON YOUR KEYPAD
      • Press Enter to turn on your Key
      • Scroll down using the down arrow button on the Key until you see MANUAL ESYNC- select it by pressing ENTER
      • The screen on the Key will read – PLACE KEY ON CRADLE. Place the Key on Cradle that you have previously set up.
      • The Cradle light turns green indicating the Key and the Cradle are connected. The Cradle light will flicker green, amber and red. The Key screen will display Connecting to Cradle during the entire eSync process. When the process is complete, the light on the Cradle will return to a steady green light.
      • Remove Key from Cradle
      • Turn on your Key by pressing the ENTER button
      • The Key will flash – Key updated
    3. *You can use any Display Key cradle to update your key*

    4. RELEASING THE KEY CONTAINER ON A LOCK BOX
      • Press Enter to turn on your Key
      • Your Key will flash your update date and then will automatically go to the OBTAIN KEY option.
      • Select this option by pressing ENTER.
      • Point your dKEY towards the iBox.
      • When prompted, on the iBox press up on the bottom of the lock box key to release the key container from the iBox.
    5. CLICK HERE FOR MORE INSTRUCTIONS - or call
      Supra’s Customer Support. Support is available to assist you 7 days a week, from 8:00 a.m. until 10:00 p.m. at 1-877-699-6787, prompt #3

  2. Can I share my keypad with another agent?
    According to Exhibit B, #4, If KEYHOLDER allows an unauthorized third party to use its Key to obtain access to any premises; KEYHOLDER shall be required to pay a penalty in the amount of $1,000.00 per occurrence.

  3. What if I lose my keypad, what do I do?
    Contact MLS PIN’s Membership Department at 1-800-695-3000, option 3

  4. How low should the battery go on my iBox before I replace it?
    Each time you release the shackle on a blue iBox, your key displays at what percentage is left on the battery in that iBox. At 10% or below, you should contact MLS PIN’s Membership Department at 800-695-3000, option 3 for instructions on how to get the lockbox replaced.

  5. How do I cancel my lease for my Supra key?
    Supra requires their cancellation form to be filled out and returned to MLS PIN with the key pad and the cradle. You can mail the form and equipment to:

    MLS PIN / Attn: Membership
    904 Hartford Turnpike
    Shrewsbury, MA 01545

    Change/Cancellation form for Display key (dKEY), ActiveKEY or eKEY


  6. How can I use my Massachusetts leased keypad in CT, NH, and VT?
    If you are licensed in Connecticut, New Hampshire or Vermont and currently using the Supra Electronic Keypad through MLS PIN, for the one fee you pay to Supra you can simply fill out one of the forms below with complete instructions and access these states:

    CT Supra® Form
    Greater Hartford Association of REALTORS® Keybox Agreement
    NH and VT Supra® Form


    Once your key is added to any of the states above per your request using these forms, you will be notified verbally by an MLS PIN employee. Please refer to the instructions on the form in order to activate your key after you’ve been contacted by MLS PIN Staff.


  7. How am I notified if my bill is past due and my key has been inactivated?
    When Supra suspends individual keyholders for non–payment after late notices are mailed and your key has been inactivated you will see the following:
    • On your key screen you have an error code #2
    • When attempting to login to www.supraekey.com you will receive the message that Supra’s records indicate that there is an outstanding unpaid balance on your Supra key account.
    • When attempting to access an emergency update code through KIM you are told that Supra’s records indicate that there is an outstanding unpaid balance on your Supra key account.

    If you have received any of these messages, please contact Supra at 877-699-6787, prompt #2 to review your account. Supra will allow you to make payments by credit card at this telephone number with their accounting department or you can access Agent WebPAY to pay your invoice online: Click here

    Note: Annual DisPLAY key (dKEY) and ActiveKEY billings is sent approximately in late August and due late September of each year. Monthly Ekey users are debited on the 24th of each month.

  8. How do I find the names of showing keyholders verbally through KIM?
    After you have performed a READ KEYBOX function at one of your listings, your Display Key screen displays the serial numbers of the Keys accessing your listing. Follow the instructions below to find the name of the showing agents assigned to the Key serial numbers.
    To find the name of a showing agent:
    1. Call KIM at 888-968-4032.
    2. Enter your three-digit area code.
    3. When prompted, enter your Display Key (dKEY) number (from the back of your Display Key) and your PIN code followed by the # on the telephone.
    4. Press 8 on telephone to identify the owner of a Key.
    5. Enter your region number which is 14. If you do not know your region number, contact Supra Support at 877-699-6787.
    6. Enter the serial number of the Key you want to identify. KIM reads the agent’s name, office, and office telephone number.
    7. Press the # key to identify the agent assigned to another Key, or press any key on the telephone to quit.
    8. How do I obtain an extra cradle for my Display Key (dKEY)?

    Additional cradles may be purchased directly from Supra at 1-877-699-6787, prompt #4 or through this order form: Click here for the order form
  9. What do the error codes mean that show on my key?

    When you experience a problem with your key, the key displays error codes in order to assist you in a resolution to the problem. Please refer to the document below for detailed error codes and contact Supra Support at 1-877-699-6767, prompt #3 for assistance with the error.
  10. Who do I contact if I’ve forgotten my pincode for my key, shackle code for my lockbox or want to know who owns a lockbox?

    Contact MLS PIN’s Membership Department at 800-695-3000, option 3 for assistance with any of this information.
  11. What do I do if my key is expired?

    PERFORM A MANUAL ESYNC through your cradle
    1. Press Enter to turn on your Key
    2. Scroll down using the down arrow button on the Key until you see MANUAL ESYNC- select it by pressing ENTER
    3. The screen on the Key will read – PLACE KEY ON CRADLE. Place the Key on Cradle that you have previously set up.
    4. The Cradle light turns green indicating the Key and the Cradle are connected. The Cradle light will flicker green, amber and red. The Key screen will display Connecting to Cradle during the entire eSync process.When the process is complete, the light on the Cradle will return to a steady green light.
    5. Remove Key from Cradle
    6. Turn on your Key by pressing the ENTER button
    7. The Key will flash – Key updated until: (the screen will display the date)
    Or, Call Supra at 1-877-699-6787, prompt #1 for an emergency verbal update code. (Note: You can only call Kim for a verbal update code once between cradle eSyncs. If you call for one, then later that day, perform a manual eSync on your cradle). If the key doesn’t update or if you have trouble eSyncing, contact Supra Support at 1-877-699-6787, prompt #3 (8 am to 10 pm, 7 days a week) for assistance.
  12. How do I sign up for lost/stolen insurance for my Display key (dKEY) after I have leased it?

    You need to bring your key along with a check or credit card to a local Board/Association or the MLS PIN office to prove you still have possession of it and to sign up for the $25 Annual Insurance. Please call the local Board/Association before going to their offices.
  13. Who do I call if my key is defective and how do I get a replacement key if it is?

    Contact Supra Support at 1-877-699-6787, prompt #3. The support hotline will troubleshoot the problem with the keyholder and offer to ship a new key out directly to the keyholder or will give the keyholder RMA # to present to the MLS PIN or Board/Association offices for replacement. Please contact the local Board/Association directly prior to going to one of the locations for a replacement after working with the Supra hotline.
  14. How do I use Showing Value?

    Please refer to these instructions on how to use this valuable online tool. Click here to access Supra web to utilize this function.
    Supra also has a variety of tutorials/manuals/brochures available to you. Click here to access
  15. How do I pay my invoice or update my account information to Supra?

    Follow the instructions accompanying your invoice or access Supra WebPAY to pay/view your invoices or update your keyholder account information.

    If you have received any messages, please contact Supra at 877-699-6787, prompt #2 to review your account. Supra will allow you to make payments by credit card at this telephone number with their accounting department or you can access Agent WebPAY to pay your invoice online: Click here
     
    Please note personal information updated on this site is not distributed back to MLS PIN’s Membership Dept. If you need to make any membership change for MLS PIN, contact the Membership Department at 1-800-695-3000, prompt #3.
ELECTRONIC LOCKBOXES

For information regarding the functionality of the Supra Electronic Lockbox System, click here

  1. How much are the Electronic Lockboxes?

    MLS PIN is currently offering iBox lockboxes (Blue Box) at the price of $99 per box, plus shipping – see order form below or contact one of the local Boards/Associations purchase in person. Checks are only accepted at the Boards/Associations. MLS PIN accepts checks or credit cards for keybox purchases.

    Supra® KeyBox Order Form

    Supra® KeyBox Order Form **Special Pricing**
  2. What are the Lockbox Timed Access Hours?

    Keyholders can program their own lockboxes to either 24 hour access or the timed access hours below:
             8:00 a.m. – 9:00 p.m. (Late March through October)
             7:00 a.m. – 8:00 p.m. (November through March)
    Please refer to your quick reference card/manual for instructions on how to program your own lockboxes or contact Supra’s support hotline at 1-877-699-6787.

  3. Do you have a Homeowner Brochure I can utilize to my Seller explaining the benefits of the Electronic Lockbox system?

    Yes, Supra provides a variety of brochures on their site available to keyholders for their use. http://www.supraekey.com/Documents/Homeowner_brochure.pdf

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