As a SentriLock member, you can rest assured that our live, U.S.-based Customer Support Team is available for you from 8 a.m. to midnight ET, 7 days a week. We’re committed to providing you with world-class customer service, with a 22-second call answer time average and a 96% customer satisfaction rating. We’ve got your back, so you’re never out there on your own.
This month, our Customer Support team answers four questions to ensure you’re always powered up and ready to provide a great client experience from wherever you are. Happy selling!
Q: How long does a SentriLock lockbox battery last? What should I do if I think the battery is dead?
A. The NXT/NXT Wireless (blue) and the Bluetooth® REALTOR® Lockbox (gray) have an internal lithium battery. The batteries in these lockboxes can last up to 6+ years, depending on climate, storage, and use. SentriGuard®, our latest lockbox, leads the industry in device life with the longest-lasting battery – up to 10 years – and has a built-in battery backup for ultimate reliability. Each lockbox model features batteries that are fully agent replaceable.
If a lockbox shows no signs of activity and you cannot access the key compartment, the battery is dead. For an NXT/NXT Wireless lockbox, 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. For the Bluetooth® REALTOR® Lockbox, you can use a Power Pack. It comes with a tool to help remove the batteries and should be available at your Board’s office.
If you need any assistance in changing the battery, please contact SentriLock Customer Support at 513-618-5800. We can also assist you in resetting the lockbox’s internal clock or using the Power Paddle or Power Pack.
Note: Do not remove a battery 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.
Q: Can I replace a lockbox battery myself?
A: Sure thing! To replace the battery in an NXT/NXT Wireless (blue) or a Bluetooth® REALTOR® Lockbox (gray), visit our Help Topic and click on the last section, “Changing the Batteries in NXT/NXT Wireless and BLE Lockboxes.”
Q: After years of service, I finally had to replace a lockbox battery. A colleague told me I should add the lockbox battery replacement date to the SentriKey® Real Estate website. Is this important?
A: If you or someone in your association replaces one of your lockbox batteries, it’s helpful to note that replacement date on the website. By having access to an accurate battery replacement date, our Customer Support team can better troubleshoot any issue you might be experiencing.
Here’s where and how to log that information:
- Log in to the SentriKey® Real Estate website.
- Go to the My Lockboxes page.
- Search for the lockbox serial number and click on it.
- On the Edit Lockbox page, you can find the Last Battery Replacement field in the System Information. Update the Last Battery Replacement field with the most accurate date.
- Save your changes after updating this information.
Q: I’m beginning to list properties in two nearby rural communities. What’s the best way for me to access my non-Bluetooth® lockbox without data or Wi-Fi available?
A: Congratulations on expanding your listings reach!
To easily access a non-Bluetooth® lockbox without data or Wi-FI, watch this video.
To easily access a Bluetooth® lockbox without data or Wi-FI, watch this video.
Related: See our previous SentriLock Support Solutions posts:
Got a question? Our Customer Support Team is here for you!
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7 days a week
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8 a.m. to midnight ET
7 days a week