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If you cannot access the keys in a lockbox, there could be a few reasons for that:

1. You need to authenticate your app before you can use it to open a lockbox
2. There must be a confirmed appointment before accessing the lockbox
3. You need to use the BrokerBay app only

Please refer to our Supra One/BrokerBay page for more information:
Supra One/BrokerBay

There is a grace period of 15 minutes at both the beginning and end of the appointment, and you will be able to obtain the keys at any point during your booked appointment up to the 15 minutes after. For example, if your confirmed appointment is 2:00 - 3:00, you have the ability to open the lockbox anytime between 1:45 and 3:15. It is best practice however, to not include those 15 minutes in your appointment time.

If a showing agent cannot access your lockbox, make sure you have assigned the lockbox to the listing. It is a simple step in the showing configuration tab in BrokerBay.

VIDEO: How to assign a lockbox to a listing

All lockboxes will be assigned to a member upon purchase (either new or from another member), through the staff at LSTAR. The owner of the lockbox should send an email to mls@lstar.ca to indicate who they have sold the lockboxes to. All lockboxes owned by a REALTOR® will be visible in the lockbox tab in BrokerBay, and once visible, can be assigned in Showing Configuration.

For any PropTx users outside of LSTAR, they will automatically get assigned a key that they can use to access our lockboxes. No more applications or fees.

For any non-PropTx user outside of LSTAR, they will be required to contact PropTx at 888-417-4817 for access information. Access is no longer done through LSTAR.