Frequently Asked Questions
What is a 1 day code and how do I use one to open a lockbox key compartment?

1 day codes can be generated by the lockbox owner in the REALTOR® Lockbox Website or the SentriSmart™ application. They allow access to a lockbox’s key compartment without the use of a SentriCard. 1 day codes are ideal for use by other Agents, homeowners, contractors or anyone else needing lockbox access but are not SentriLock members. 1 day codes are not static, meaning they change on a daily basis.Use the following instructions to open the key compartment of a lockbox with a 1 day code:

  1. On the lockbox’s keypad, press and hold the ENT This will “wake up” the lockbox.
  2. When the lockbox keypad lights up, let go of the ENT button and type out the 1 day code; for example 2862745, and press ENT.
  3. The lockbox will open the key compartment.
[was-this-helpful]
What is an ESR code and how do I use one to release the shackle on a lockbox?

An ESR (Emergency Shackle Release) code is a code that can be issued by SentriLock Support in order to release the shackle on a lockbox without a SentriCard®. The only person who can obtain an ESR code for a lockbox is someone who owns the lockbox or has ownership permissions to it.You can use the following instructions to release the shackle on a lockbox with an ESR code:

  1. On the lockbox’s keypad, press and hold the ENT This will “wake up” the lockbox.
  2. When the lockbox keypad lights up, let go of the ENT button and press FUNC + 9 + FUNC + Emergency Shackle Code + ENT.
  3. The lockbox will begin emitting the triple beeps. Hold onto it, and the shackle will release when the triple beeps are finished.
How do you open the lockbox key compartment?

You can use the following instructions to access the key compartment of a lockbox:

  1. Insert your SentriCard® into a lockbox. Wait until the CODE light displays, then press your PIN + ENT.
  2. After you press your PIN + ENT, the lockbox will display the READY If you immediately remove your SentriCard® from the lockbox while the READY light is lit (and you have not entered another lockbox command), the lockbox will open the key compartment. To open the key compartment after you have entered other commands, press FUNC + 3 + ENT.

* If the lockbox displays the steady CARD and ERROR lights, your SentriCard® might be expired. You need to renew your SentriCard® if it is expired. If the lockbox displays the steady CARD and ERROR lights and your SentriCard® is valid, the lockbox’s internal clock needs to be updated.

How do you assign the lockbox to a listing?

There are 3 ways you can assign a lockbox to a listing:

  1. You can use the SentriCard® Utility or the REALTOR® Lockbox Website to assign a lockbox to a listing.
  2. You can use the keypad on the lockbox along with your SentriCard® to assign it to a listing.
  3. You can use SentriSmart™ to assign the lockbox to a listing.

Using the SentriCard® Utility or the REALTOR® Lockbox Website:

  1. Use the SentriCard® Utility to log in to the REALTOR® Lockbox Website. Insert your SentriCard® into the SentriCard® Reader attached to your computer. The SentriCard® Utility will display the Login.  The SentriCard® Utility will detect your ID and fill in the SentriLock ID field automatically. Enter your password in the Password field. Click Login to access the Main Menu window. Alternatively, you can access the REALTOR® Lockbox Website directly. To access the Website directly, use your Web browser to access http://lockbox.sentrilock.com/lbs. You will need your SentriLock ID and password to log in to the Website.
  2. Click My Lockboxes or Lockboxes.
  3. Click the serial number of a lockbox. You can use the Search bar to search for a specific lockbox.
  4. From the Edit Lockbox window, click the Select button next to the Listing.
  5. Use the Select Listing window to select the listing you’d like to assign to the lockbox you selected. You can use the Search bar to search for a specific listing. After you select a listing, click OK.
  6. Click Save Changes.

Using the lockbox keypad:

  1. Insert your SentriCard® into the lockbox. Press your PIN + ENT.
  2. You can use either one of the following commands to assign a lockbox to a listing:
    1. FUNC2 + MLS Number + ENT
    2. FUNCNumeric Portion of the Listing’s Address + ENT  (If you have a listing at 282 S. Main Street, you could enter FUNC + 2 + 282 + ENT to assign a lockbox to a listing)
  3. When you finish, renew your SentriCard® at a SentriCard® Reader to update the SentriLock Server with the listing and lockbox information.

Note: If you renew your SentriCard® and the SentriLock Server is unable to find the listing information, the Location column on the Lockboxes window will display Pending Assignment to Location No. followed by the number you entered into the lockbox keypad. You can click Pending Assignment to Location No. to open the Edit Lockbox window. You can use the Listing field on the Edit Lockbox window to assign a lockbox to a listing. If the listing is not on the SentriLock Server, SentriLock will import the listing from your MLS system and attempt to re-assign the lockbox to the listing. SentriLock usually imports information nightly from your MLS. If SentriLock does not import information from your MLS, you’ll need to manually enter the listing. If several days have passed and the SentriLock Server has not imported a listing that matches what you entered into the keypad and you have not used the Edit Lockbox window to assign the listing to the lockbox, the SentriLock Server will send you an e-mail message. The e-mail message will let you know it was unable to assign the lockbox to the listing.

Using SentriSmart™:

Apple

After you have logged into SentriSmart™, use the following steps to assign a lockbox to a listing with SentriSmart™ on an Apple device:

  1. Tap on the Lockbox Tools tab at the bottom of the application.
  2. Tap on the lockbox serial number you want to assign to a listing address.
  3. Tap on the Assign to Property
  4. Choose a property from the Properties list.
  5. Choose an Assignment Date.
  6. Tap the Assign to Property button.
  7. You will receive a message telling you the lockbox has been successfully assigned to the listing address.
    Note: If you are trying to assign your lockbox to a listing that is not in the MLS yet, tap on the Can’t find property? link.

Android

After you have logged into SentriSmart™, use the following steps to assign a lockbox to a listing with Sentr After you have logged into SentriSmart™, use the following steps to assign a lockbox to a listing with SentriSmart™ on an Android device:

  1. Tap on the Lockbox Tools tab at the top of the application.
  2. Tap on the lockbox serial number you want to assign to a listing address.
  3. Tap on the Assign to Property
  4. Choose a property from the Properties list.
  5. Choose an Assignment Date.
  6. Tap the Assign to Property button.
  7. You will receive a message telling you the lockbox has been successfully assigned to the listing address.

Note: Tap on the Can’t find property? link to assign the box to a listing that is not in the MLS yet.

How do you release the lockbox shackle?

Lockbox owners and their team members can use their SentriCard® to release the shackle from the lockboxes they own or borrow. Other Agents in the Association may be able to use their SentriCard® and the lockbox’s shackle release code to release the shackle from the lockbox.Note: If your Association uses lockboxes with firmware version 2.03 or higher, you can allow homeowners to release the shackle from a lockbox using a homeowner shackle release code.

Lockbox Owner or Card Team Member

If you are the lockbox owner or team member, you can use the following instructions to release the shackle from the lockboxes you own or borrow:

  1. Insert your SentriCard® into your lockbox. Wait until the CODE light displays, then press your PIN + ENT.
  2. Do not remove your SentriCard® from the lockbox.
  3. When the lockbox displays the READY light, press FUNC + 1 + ENT. The lockbox will begin beeping.
  4. While firmly holding the lockbox, gently press the shackle into the lockbox as the lockbox makes the triple beep sounds. After five triple beeps, the lockbox will display the green READY light, the red DND light, then, the green READY light again. You can pull the shackle from the top of the lockbox upon the illumination of the first green READY Do not perform any other functions with the lockbox while the red DND light is illuminated. Wait for the second green READY light to illuminate before putting the shackle back into the lockbox. The shackle will come all the way out of the lockbox. If you are not holding onto the lockbox when the shackle unlatches, it could fall to the ground!

To replace the shackle, firmly press the shackle into the lockbox. The shackle is reversible, so it does not matter which way you insert it. You may have to wiggle it slightly to get it to go into the lockbox. Make sure you hear or feel a positive “click” that confirms the shackle latch has engaged.

When you remove the shackle from a lockbox, you may lose any custom settings you selected. In addition, if you assigned a lockbox to a listing, the lockbox may lose the listing assignment when you remove the shackle.

Agent with a Shackle Release Code

From time to time a lockbox owner may ask an Agent, who is not their card team member, to remove the shackle from their lockbox. A non-card team member can use the lockbox owner’s shackle release code to remove the shackle.

Note: Before an Agent can use the shackle release code, the lockbox owner will need to check the Enable Shackle Release with Code check box on the Agent Default Lockbox Settings window.

  1. Insert your SentriCard® into your lockbox. Wait until the CODE light displays then press your PIN + ENT.
  2. Do not remove your SentriCard® from the lockbox.
  3. When the lockbox displays the READY light, press FUNC + 1 + Shackle Code + ENT. The lockbox will begin beeping.
  4. While firmly holding the lockbox, gently press the shackle into the lockbox as the lockbox makes the triple beep sounds. After five triple beeps, the lockbox will display the green READY light, the red DND light, then, the green READY light again. You can pull the shackle from the top of the lockbox upon the illumination of the first green READY. Do not perform any other functions with the lockbox while the red DND light is illuminated. Wait for the second green READY light to illuminate before putting the shackle back into the lockbox. The shackle will come all the way out of the lockbox. If you are not holding onto the lockbox when the shackle unlatches, it could fall to the ground!

To replace the shackle, firmly press the shackle into the lockbox. The shackle is reversible, so it does not matter which way you insert it. You may have to wiggle it slightly to get it to go into the lockbox. Make sure you hear or feel a positive “click” that confirms the shackle latch has engaged.

When you remove the shackle from a lockbox, you may lose any custom settings you selected. In addition, if you assigned a lockbox to a listing, the lockbox may lose the listing assignment when you remove the shackle.

How can I download the SentriCard® Utility?

You will use the SentriCard® Utility and your SentriCard® Reader to renew your SentriCard® and access the REALTOR® Lockbox Website. Your SentriCard® contains authorization data that allows you to access lockbox key compartments, and it moves important data between lockboxes and the SentriLock Server. By using the SentriCard® Utility and a SentriCard® Reader to renew your SentriCard®, your SentriCard® access information can always be kept up to date. Use the instructions below to download and install the SentriCard® Utility:

  1. Browse to https://www.sentrilock.com/files and click on the SentriCard® Utility Free Download.
  2. Save the exe file to your Desktop or default location.
  3. From your Desktop or default location, double-click exe.
  4. Click Next on the Setup-SentriCard® Utility.
  5. On the License Agreement window, review the agreement and choose the I accept the agreement radio button. Click Next.
  6. On the Setup-SentriCard® Utility window, select additional tasks you would like Setup to perform while installing the SentriCard® Utility, then click Next.
  7. Click Install.
  8. On the Device Driver Installation Wizard, click Next.
  9. Plug in your SentriCard® Reader into an open USB port on your computer.
  10. When prompted, click Finish to complete the device driver installation.
  11. Click Finish to complete the SentriCard® Utility installation.
How can I get Support?

You can get free support from SentriLock in one of the following ways:

  • SentriCard® Utility or  REALTOR® Lockbox Website

The best way to reach SentriLock Support is via the Internet. After logging in, click the Support button on the toolbar in the REALTOR® Lockbox Website or the SentriCard® Utility. Click Create Support Ticket to send a message to SentriLock Support.

  • E-mail
    You can send e-mail to SentriLock Support: support@sentrilock.com
  • Telephone
    If you are in the US and prefer to contact SentriLock Support via the telephone, call:

513-618-5800.

If you are in Canada and prefer to contact SentriLock Support via the telephone, call:

1877-736-8745

If you’re having trouble with a lockbox or your computer, please contact SentriLock Support when you have the lockbox or computer available. SentriLock is available daily from 8:00am – 12:00am (midnight) Eastern Time, with the exception of the following holidays:

  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Christmas Eve
  • Christmas Day
What kind of batteries does a SentriLock lockbox use?

The GENI or GENII (silver) REALTOR® lockbox has an internal lithium battery. The batteries in GENI lockboxes last between 2 to 3 years, depending upon climate, storage and use.  The batteries in GENII lockboxes last up to 6 years, depending upon climate, storage and use.Note: Do not remove old batteries from a lockbox until you have a replacement in hand. Also, do not carry unpackaged batteries in your pocket or purse as metal objects could cause a short circuit and thereby cause bodily harm or property damage.

To replace the battery in a GENI or GENII (silver) lockbox, you will need:

  1. 1 lithium type 2CR5 battery. Contact your Association to obtain a battery for your lockbox.
  2. A 5/64″ hex/allen wrench or a T10 torx driver to remove the battery cover screws.

Note: Use a 5/64” inch hex/allen wrench if the screws look like hexagons. Use a T10 torx driver if the screws look like stars.

The NXT or NXT Wireless REALTOR® lockbox has internal lithium batteries. The batteries in NXT/NXT Wireless lockboxes last up to 6 years, depending upon climate, storage and use.

To replace the batteries in a NXT/NXT Wireless (blue) or a Bluetooth® REALTOR® Lockbox, you’ll need:

  1. 2 lithium typeCR123A batteries. Contact your Association in regards to obtaining batteries for your lockbox.
  2. A Phillips head screwdriver to remove the battery covers screws.

The battery cover for an NXT/NXT Wireless (blue) or a Bluetooth® REALTOR® Lockbox (gray) can be found inside the key compartment, against the back side of the lockbox.

Note: If the lockbox shows no signs of activity and you cannot access the key compartment, the battery is dead. You can use a power paddle to provide a temporary charge to the lockbox and access the battery compartment.  Contact your Association to obtain a power paddle.

What is SentriSmart™ and how can I get it?

SentriSmart™ is a mobile application, allowing access to a lockbox key compartment with the use of a mobile access code instead of a SentriCard®. Other benefits of using the SentriSmart™ mobile application include:

  • Automatic listing assignments
  • Instant showing notifications
  • Viewing the lockbox access log
  • Generating 1 day codes
  • SentriCard® renewal codes

SentriSmart™ must be installed on your mobile device before it can be used. It is available for both Apple and Android devices. The following information will tell you how to install SentriSmart™ onto your device for the first time:

  1. Launch the Application Store (Apple) or the Google Play Store (Android) on your device.
  2. Search for SentriLock or SentriSmart™.
  3. Tap on the SentriSmart™ option and go through the steps to successfully install it.

After you have installed the SentriSmart™ application, use the following instructions to register your device and log into the application:

  1. Tap on the SentriSmart™ icon.
  2. Log into the application. You will use the same ID you would use to login to the REALTOR® Lockbox Website or the SentriCard® Utility.
How do I use SentriSmart™ to get a mobile access code?

After you are logged into SentriSmart™, use the following steps to generate a mobile access code:

  1. Tap on the Mobile Access.
  2. SentriSmart™ uses your current location to display properties listed for sale in your area. It is as simple as selecting the listing that you want access to from the list provided.

Note: It is important to make sure your device’s location services have been enabled. You must enable location services to use the Properties list feature.

In the Properties list, you will see an access indicator next to each listing. Tapping an access indicator next to a listing presents you with more detailed information about that listing. The following is a description of each access indicator:

  • Green-SentriSmart™ will give you a mobile access code for this listing (the listing is assigned to a lockbox and you can access it)
  • Yellow-SentriSmart™ may give you a mobile access code to this listing (the listing is either not assigned to a lockbox or the lockbox requires a call before showing code)
  • Red-SentriSmart™ will not give you a mobile access code for this listing (the listing is assigned to a lockbox that is either customized for another region or inaccessible at this time
  1. After selecting a listing address, the application will prompt you to enter your PIN and any other required information. Then, tap the Get Access Code.

Note: If a property is not displayed on the list, enter the lockbox serial number and tap the Get Access Code button.

  1. Your mobile access code will be displayed along with instructions for use.
What are your customer service call center holiday hours?
  • Memorial Day – May 29: Customer Service Call Center is open 8AM – 6PM EST
  • Independence Day – July 4: Customer Service Call Center is open 8AM – 6PM EST
  • Labor Day – September 4: Customer Service Call Center is open 8AM – 6PM EST
  • Thanksgiving Day – November 23: Customer Service Call Center is CLOSED
  • SentriLock Year End Celebration – December 1, 2017: Customer Service Call Center is open 8AM – 7PM EST
  • Christmas Eve – December 24: Customer Service Call Center is CLOSED
  • Christmas Day – December 25: Customer Service Call Center is CLOSED
  • New Year’s Eve – December 31, 2017: Customer Service Call Center is open 8AM – 8PM EST
  • New Year’s Day – January 1, 2018: Customer Service Call Center is CLOSED