Supra

Supra2020-11-17T15:44:45-06:00
Supra Product Choices
SupraWEB Setup Guide
Keybox Transfer Form (Download)
Support by Supra Product
Supra Video Tutorials (not training)
Supra User Manuals
Who Do I Call For Help?
Supra General FAQ’s

Supra Support by Product

GLAR offers eKEY®, XpressKEY®, BT LE Keyboxes and SupraWEB.

​eKEY®
​eKEY® FAQ’s
XpressKEY®
XpressKEY® FAQ’s
Keyboxes
Keybox FAQ’s
SupraWEB
SupraWEB FAQ’s

Supra Assistance

Call GLAR at 972-221-4606 for…

  • First time XpressKEY and eKEY set up – call to set up an appointment
  • Upgrades to eKEY and downgrades to XpressKEY
  • Replacing lost/stolen keys – must have a reference number from Supra
  • Replacing defective keys – must have a reference number from Supra
  • PIN numbers
  • Shackle codes (if agents don’t have access to their SupraWEB account)
  • Authorization codes
  • Making payments
  • Updating billing information or credit card on file

Call Supra Support at 1-877-699-6787 for…

  • Technical assistance
  • Trouble shooting key errors & malfunctions – if Supra determines that your key is defective you will get a reference number which you will give to exchange your key at the GLAR office
  • Update codes – call Supra KIM voice (there’s a limited number of times you can use this option per week)
  • Authorization codes
  • Making payments
  • Updating billing information or credit card on file
  • Billing questions

Supra FAQ

Why does GLAR use Supra for all lockbox and key service?2020-07-10T15:13:11-05:00

Supra provides a secure and dependable way of accessing and showing properties. Supra also provides agents with information on their listings in a timely manner.

What type of key service does GLAR offer?2020-07-10T15:13:33-05:00

Currently GLAR provides support and installation for the eKEY app and the XpressKEY only. We no longer issue nor support the handheld ActiveKEY’s.

How do I set up my Supra key service?2020-07-10T15:13:57-05:00

Contact the GLAR office at (972) 972-6748 or staffsupport@glar.com. After you provide the necessary information and payment method, we will setup your key and then you may pick it up at the office. The process takes approximately 15 minutes.

What is the website for Supra?2020-07-10T15:14:32-05:00
What is the phone number for Supra agent technical support?2020-07-10T15:15:31-05:00

1-877-699-6787 (5am–7pm pacific time, seven days a week)

What info will I need to provide for Supra to assist me?2020-07-10T18:59:42-05:00

You will need your 4-digit PIN that you chose for your key, along with your key serial number. The serial number can be found on the back of the XpressKEY, or at the top of the smartphone screen in the eKEY app.

Can I choose whether to pay annually or monthly?2020-07-10T19:32:22-05:00

No. You pay either a monthly or annual leasing fee depending on the type of key you choose. The eKEY is billed on the 4th of each month and the XpressKEY is billed annually on May 4th.

What does Supra key service cost?2020-07-10T19:32:44-05:00

The Supra eKEY app service is billed to members monthly. You will be required to put a card on file with Supra so they can automatically bill you $17.00 (plus tax) on the 4th of each month.

The XpressKEY is billed to members annually, but it is prorated each month. The annual fee is $274.00 (plus tax) per year and is billed on May 4th each year.

Is there an activation fee for key service?2020-07-10T19:33:04-05:00

Yes, there is a one-time fee. The Supra eKEY activation fee is $50.00, and the Supra XpressKEY activation fee is $65.00.

Do I own my Supra key?2020-07-10T19:33:22-05:00

No, your key is leased from Supra. Upon leaving the business, you should return your key to avoid paying a fee for non-returned lease equipment.

What is the serial number for my key?2020-07-10T19:33:42-05:00

If you have an XpressKEY, you can find the serial number printed on the back of your key. If you have an eKEY, you will find your serial number at the top of the screen in the eKEY app or in the “about” section.

Can I be assigned more than one key on multiple devices?2020-07-10T19:34:07-05:00

No, for security purposes, Supra does not allow this. Only one key per person may be issued.

Do I have to get a Supra eKEY when I join?2020-07-10T19:34:35-05:00

No, you can setup your Supra key service any time after you have joined GLAR. Contact the GLAR office at (972) 972-6748 or staffsupport@glar.com.

Can I add or cancel my Supra at any time?2020-07-10T19:34:54-05:00

Yes, you may cancel anytime by sending a written request to staffsupport@glar.com.

How do I get a Supra key?2020-07-10T19:36:13-05:00

Only individuals with a license held through GLAR are eligible to lease a Supra key. Supra keys can be set up at the GLAR office. The eKEY app will need to be installed on your phone. To setup your Supra key service, please contact the GLAR office at 972-316-6748 or staffsupport@glar.com. After you provide the necessary information and payment method, we will setup your key and then you may pick it up at the office. The process takes approximately 15-20 minutes.

How do I update my billing information?2020-07-10T19:38:03-05:00

Contact Supra Support at 1-877-699-6787 or GLAR at 972-316-6748 or staffsupport@glar.com for help updating your billing information.

How do I change the credit card on file for my Supra fees?2020-07-10T19:38:22-05:00

Simply call Supra Support at 1-877-699-6787 or contact the GLAR office at 972-316-6748 or staffsupport@glar.com.

What do I do if my Supra key stops working?2020-07-10T19:38:42-05:00

Call Supra Support at 1-877-699-6787 (the number is listed on the back of your key) for troubleshooting. If the key needs to be replaced, a reference number from Supra is required.

Is my key transferrable to another association?2020-07-10T19:39:06-05:00

No. Upon moving to another association, you must return your key to GLAR and have your new association issue you a new key. However, you can maintain key service only with GLAR even after moving your membership and MLS to another association (provided it is in the NTREIS service area).

What if I am no longer a member?2020-07-10T19:39:24-05:00

If you are terminating your membership, or no longer need a key, be sure to send a written request to staffsupport@glar.com to end your billing cycle. You will accrue additional fees and invoices if you do not cancel your key contract. If you have an XpressKEY, you must return the key and all accessories to GLAR to close your account. If you have an outstanding balance with Supra, you must pay that balance before you can close your account. Call Supra Support at 1-877-699-6787 (5am-7pm pacific time, 7 days a week).

When I leave GLAR will my key service be turned off automatically?2020-07-10T19:39:45-05:00

No, your key service will not be automatically turned off. Please send a written request to staffsupport@glar.com explaining that you would like to deactivate your key service. Once your key is unassigned at GLAR you can obtain your Supra services from another association.

What if I lose my key or it is stolen?2020-07-10T19:40:07-05:00

Report your lost or stolen key immediately to Supra Support at 1-877-699-6787 or contact the GLAR office at 972-316-6748 or staffsupport@glar.com.  The key will be deactivated, and a new one issued to you. If you find the missing key later, please return it to the GLAR office.

eKey® FAQ

What is the Supra eKEY?2020-07-10T19:42:14-05:00

It is a phone app that allows access to Supra lockboxes. The app is installed on your mobile device, then you use your smartphone as your lockbox key. The eKEY application uses your phone’s wireless communications so you can do business anywhere. The eKEY app gives you efficient access and powerful information. It provides all the basic keybox functions, such as manage your keyboxes, set listing access hours, customize shackle codes, and track keybox inventory.

Can I use my smartphone as my key?2020-07-10T19:44:32-05:00

Yes, with eKEY software, you can use your smartphone as your lockbox key.

How much storage space does the eKEY app require?2020-07-10T19:44:53-05:00

This depends on data usage. The typical range is between 40 MB and 120 MB.

What operating systems are supported with the eKEY app?2020-07-10T19:45:12-05:00

The eKEY app requires Android OS 5 or greater, or Apple IOS 10 or greater.

What if I am out of cell range when I need to use my eKEY?2020-07-10T19:45:30-05:00

No cellular service is needed because the eKEY app opens the key box via Bluetooth technology.

How often does my eKEY update?2020-07-10T19:45:49-05:00

Daily, by way of data plan or WI-FI. Manual update is also available on your key by selecting the update icon in the app.

How do I receive eKEY updates?2020-07-10T19:46:11-05:00

Anytime the eKEY app is opened in cell or WI-FI range it will automatically update on its own. No more cradling or tethering to your computer. It works on all Apple and Android phones.

What if my eKEY is not updating?2020-07-10T19:46:29-05:00

You either are not in data coverage or need to reboot your phone to refresh app or reinstall Supra eKEY app. When reinstalling the app, you will need to input a new authorization code which can be obtained from SupraWEB, Supra Support at 1-877-699-6787 or contact the GLAR office at 972-316-6748 or staffsupport@glar.com.

Will my eKEY still work if I get a new phone?2020-07-10T19:46:53-05:00

Yes, but you will need to download the Supra eKEY app again from your app store onto your new device. You will need to obtain a new authorization code to re-authorize your app.  You can generate your own authorization code by logging into your SupraWEB account online, or by calling Supra Support at 1-877-699-6787 or contact the GLAR office at 972-316-6748 or staffsupport@glar.com.

What is an authorization code?2020-07-10T19:47:15-05:00

The authorization code is used to activate the eKEY app on your smartphone. It is a one-time use code that is good for 24 hours. You can obtain an authorization code from your mobile SupraWEB, call Supra Support at 1-877-699-6787 or contact the GLAR office at 972-316-6748 or staffsupport@glar.com.

How do I request an authorization code for my eKEY app?2020-07-10T19:47:44-05:00

Members using an eKEY can request an authorization code from within the eKEY app. You may also call Supra or the GLAR office. To obtain an eKEY authorization code from mobile SupraWEB:

  1. Select the SupraWEB icon from within the eKEY app, or navigate to SupraWEB
  2. Enter eKEY serial number (found at the top of the eKEY home screen)
  3. Enter your 4-digit pin
  4. Select the GLAR association name from the dropdown list: “TX-N Texas RE Technical Services”
  5. Select login
  6. Select authorization code
  7. The authorization code will be emailed to the email address on file in SupraNET
How do I open a Bluetooth keybox with my eKEY app?2020-07-10T19:48:08-05:00
  1. Turn the Bluetooth on in your phone settings.
  2. Open the Supra eKEY app and tap the Obtain Key icon on your device.
  3. Press up on the bottom of the keybox to turn on the Bluetooth.
  4. When the red light on the keybox lens flashes then the Bluetooth keybox is on and ready.
  5. After entering a 4-digit PIN, the eKEY app will automatically start communicating with the keybox.
  6. When the eKEY app displays “Success!” press up on the bottom of the keybox to release the key container. Let the keybox fall into your hand.
What do I do if my Supra eKEY won’t work?2020-07-10T19:48:42-05:00

There are many reasons for a Supra eKEY to not work. Here are some possible situations:

  • Are your in cell range? The app should update automatically each night, but you can always do a manual update on your app before you leave cell coverage.
  • Did you get a new phone?  If you did, then you will need a new authorization code to activate the app on your new phone. This is a one-time use code that is good for 24 hours. To obtain this code, call Supra Support at 1-877-699-6787 or contact the GLAR office at 972-316-6748 or staffsupport@glar.com.
  • Sometimes it is necessary to delete the app and reinstall.  If you need to do this, then you will also need a new activation code. To obtain this code, call Supra Support at 1-877-699-6787 or contact the GLAR office at 972-316-6748 or staffsupport@glar.com.
  • There could be a billing issue or a lapsed payment. Contact Supra Support at 1-877-699-6787 or contact the GLAR office at 972-316-6748 or staffsupport@glar.com.
What should I do when my update icon has a red X going through it?2020-07-10T19:49:17-05:00

There are two reasons this could happen:

  1. You may need an Update Code, a one-time code that is good for 24 hours. This code will allow your eKEY to function in cases where you do not have a strong enough data signal to allow the eKEY to update.
  2. There may be a billing or payment issue. Contact Supra Support at 1-877-699-6787 or contact the GLAR office at 972-316-6748 or staffsupport@glar.com.
How do I delete a keybox from my inventory with my eKEY app?2020-07-10T19:49:56-05:00
  1. Open the Supra eKEY app and select my keyboxes.
  2. Select a keybox.
  3. Select program keybox.
  4. Select delete then yes to confirm.

XpressKEY® FAQ

What is the Supra XpressKEY?2020-07-13T16:49:20-05:00

The XpressKEY is an easy-to-use, hand held electronic key. It features a high quality backlit touchscreen and an intuitive interface. Keyboxes open quickly using infrared communication. GPS coordinates assist with keybox assignment, end of showing notification, and locating a missing key. When an XpressKEY opens one of your iBoxes, you receive a realtime showing notification on your key. You know right away when someone has entered your listings! XpressKEY features a long-lasting, user-replaceable battery and charges using a standard universal micro-USB. XpressKEY keeps itself updated 24/7 through frequent cellular connections to the Supra network. Virtually no attention is required from you.

Can I leave my XpressKEY plugged in?2020-07-13T16:49:43-05:00

Yes. You cannot overcharge the battery in the XpressKEY. Leaving it connected to the charger when not in use is a good idea and will ensure your key is ready to use when you need it.

Can I use my cell phone charger to charge my XpressKEY instead of having two car chargers?2020-07-13T16:50:02-05:00

Yes. Use any micro USB charger to charge the XpressKEY.

Why does my XpressKEY keep turning off?2020-07-13T16:50:23-05:00

Your XpressKEY will automatically turn off after a period of inactivity to conserve the battery.

Does the XpressKEY require updates?2020-07-13T16:50:42-05:00

Yes. Updates occur automatically over a cellular network so there is no need to be in cellular coverage when showing a listing.

Is the iBox BT LE keybox infrared capable?2020-07-13T16:53:00-05:00

Yes. The keybox uses Bluetooth and infrared technology to communicate with Supra keys. If using an XpressKEY to interact with the keybox, the distance between the XpressKEY and the keybox should be about a foot. Direct sunlight can interfere with infrared communication, so you may need to shade the area between the keybox and key.

After I enter the pin code, how long do I have to get to a keybox?2020-07-13T16:51:26-05:00

You have 5 minutes from the time you press enter on the XpressKEY to get to a keybox before the key shuts itself off.

How do I open a Bluetooth keybox with my XpressKEY?2020-07-13T16:51:44-05:00
  1. Tap the Key button
  2. Type in the 4-digit PIN and press Enter
  3. Point the key at the keybox
  4. Press up on the bottom key container and the keybox container will drop into your hand
  5. Tap Done to exit
What if there is poor communication between the XpressKEY and the iBox BT LE?2020-07-13T16:52:07-05:00

Polish the infrared lens on your XpressKEY and on the front of the iBox BT LE with a dry cloth. Shade both the infrared lens on the key and the infrared lens on the iBox from any light. Infrared communications works better in less light. Hold your key 4-8 inches from the front of the keybox and point your key directly at the infrared lens on the iBox, just like a TV remote.

Who should I call if my XpressKEY is not working?2020-07-13T16:52:24-05:00

Call Supra Support at 1-877-699-6787 first. They are trained specialists that will be able to better assist you with technical issues and they are available 7 days a week. The number is located on the back of your XpressKEY or in your eKEY app. If Supra determines your key is defective they will give you reference number. Bring the defective key and the reference number to the GLAR office for a replacement key. It is helpful to call ahead to schedule an appointment at the GLAR office.

What should I do when my key says “call to enable” or “key expired”?2020-07-13T16:52:44-05:00

There are several possible reasons for receiving this message. You probably need to obtain a new update code. Generally, once you manually update the XpressKEY, you will not encounter the problem again. You can obtain an update code from your SupraWEB account, from the Supra Support at 1-877-699-6787 or contact the GLAR office at 972-316-6748 or staffsupport@glar.com.

Keyboxes FAQ

What is the iBox BT LE?2020-07-13T16:54:23-05:00

The Supra iBox BT LE is an electronic keybox that is placed on a home being listed and it securely holds the keys to that home. The iBox BT LE uses Bluetooth and infrared technology to communicate with Supra keys.

Why should I use the Supra iBox BT LE?2020-07-13T16:54:41-05:00

More smartphones communicate directly with the iBox BT LE keybox than any other Supra keybox. It is equipped with the same large key container as the iBox BT (it can hold both gate cards and keys). The shackle is​ completely removable from the key box for easy handling when placing it on a property. The iBox BT LE communi​cates directly with most phones or tablets via infrared (IR), Bluetooth (BT), and low-energy Bluetooth (BT LE) technologies so no additional fob or hardware is needed.

Should I use a combo keybox or a Supra lock box?2020-07-13T16:55:05-05:00

Use the Supra iBox BT LE! It is much more secure and it stores the most recent 100 entries into the box.

How do I get a Supra lock box?2020-07-13T16:55:24-05:00

They can be purchased at the GLAR office. Please call ahead for availability and to make arrangements for payment and pickup.

How much does a new Bluetooth iBox BT LE cost?2020-07-13T16:55:45-05:00

If your key service is through GLAR then you may purchase a lockbox from the GLAR office for $130 during regular work hours. Call ahead so your box will be ready when you arrive. Other associations may have different pricing.

I have a lockbox from another local association. How can I transfer it to GLAR?2020-07-13T16:56:06-05:00

You must request the other association to release the lockbox from their inventory and drop it into the GLAR inventory. Once that is done we can attach that box to your account in our inventory.

What do I need to do if I want to purchase an iBox BT LE from another agent?2020-07-13T16:56:33-05:00

Before you purchase lockboxes from someone else, you should check with GLAR to determine if they are part of the GLAR inventory. If they are then you need to have the iBox BT LE owner complete a lockbox transfer form (www.glar.com) and submit the form to GLAR with a $5 transfer fee. This process can be completed over the phone.

Do I need to replace the battery in my keybox?2020-07-13T16:56:52-05:00

No. You never need to replace the battery in the iBox BT LE because it uses a long-life lithium battery. No maintenance is required and the battery is designed to last the life of the product which is approximately 8 years. For every 14% of battery life, you can expect approximately 1 year of charge. When removing the shackle on the keybox, your key will display the current battery level. The battery level is also sent to the Supra data center and can be viewed on SupraWEB. If your iBox BT LE has a low battery (10%), you can bring the box to GLAR and we will replace it.

How do I turn on (activate) the iBox BT LE?2020-07-13T16:57:10-05:00

Press up on the black keyholder on the bottom of the keybox then release it. A red light located in the front window of the keybox will continue to flash while the Bluetooth is on. If the keybox turns off (no red light flashing) then just press up and release the bottom of the box again.

Where should I place the keybox at a listing?2020-07-13T16:57:32-05:00

Always hang a keybox in a vertical position and place it where moisture from rain or snow cannot run into the key container. Avoid hanging the keybox where sprinklers or faucets will spray the key container. Also, keep in mind if you hang the keybox in a high location it makes it difficult to reach to retrieve the house keys.

What is a CBS code?2020-07-13T16:57:52-05:00

CBS stands for “call before showing”. It is a setting on your lockbox that requires agents to call you for a special code before they are allowed to open the lockbox. If the CBS code is active, the showing agent must enter the CBS code into their active key before accessing the keybox. Once they have entered the CBS code, they follow the standard procedure for releasing the key container. This setting is off by default, but can be enabled by bringing your lockbox in to the board or programming it using your eKEY.

What is timed access?2020-07-13T16:58:13-05:00

Timed access is a setting on your lockboxes that restricts the hours your lockbox can be opened by agents. By default the timed access is generally set to 7am-8pm, but can be removed completely or restricted even further.

How do I release the shackle on an iBox BT LE?2020-07-13T16:58:32-05:00

Press down firmly on the shackle (top curved part) while supporting the iBox from the bottom. Then pull up on the shackle to remove it completely from the iBox BT LE.

Can I customize the shackle code for my lockboxes?2020-07-13T16:58:56-05:00

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 ok to have your 4-digit Supra key pin and your 4-digit shackle codes be the same if you would like, as they use different key functions to access.

How do I change the shackle code on my iBox BT LE with my eKEY app?2020-07-13T16:59:17-05:00
  1. Turn on the keybox (press up on the bottom key container)
  2. Open the Supra eKEY app and select my keyboxes
  3. Select a keybox
  4. Select program keybox
  5. Select shackle code
  6. Enter and verify new shackle code
  7. Select save
  8. Select program
  9. Enter old shackle code
Why do I keep getting updates on a lockbox that I am currently not using?2020-07-13T16:59:34-05:00

You need to remove/delete the lockbox from your inventory. Log on to Supra / click on listings / click on keyboxes under quick links on the left side of the screen.

What should I do if my iBox BT LE is unresponsive?2020-07-13T17:00:03-05:00

There are three possible reasons the keybox does not respond when attempting to obtain the key or release the shackle.

  1. The shackle or key container is jammed.
  2. There is poor communication between the keybox and your key.
  3. The keybox has failed.
What should I do if the top shackle is jammed on my keybox?2020-07-13T17:00:23-05:00

Grasp the keybox in one hand and the shackle in the other. Move the shackle from side to side and up and down to see if you can loosen it, then try to release the shackle again. You can also push down on the shackle and up on the bottom of the keybox, as if you were trying to close the shackle, and, while keeping the pressure on, try to release the shackle again. If you still cannot release the shackle, contact Supra Support at 1-877-699-6787 for further instructions.

What should I do if the key container at the bottom is jammed?2020-07-13T17:00:48-05:00

Grasp the keybox with one hand the reach under the keybox and try to wiggle the key container to loosen it, then try to obtain the key again. If it appears that a house key is jammed between the keybox and the key container, and the keybox is yours, try sliding a thin strong object such as a metal fingernail file up between the inside of the keybox and the key container, to dislodge it. If you are unable to loosen the key container, and the keybox is yours, remove the keybox from the listing and contact Supra Support at 1-877-699-6787. If they determine your keybox needs to be replaced they will give you a reference number that you can take with your defective box to the GLAR office for replacement. Note: if the keybox is not yours please contact the listing agent and let them know there is a problem with the keybox. Please do not attempt anything that could cause damage to someone else’s keybox.

What should I do if I can’t open one specific box?2020-07-13T17:01:08-05:00

If you were able to open an iBox BT LE right before this one, and if you can open others after this one, or if other agents can’t open this iBox, the iBox programming may have failed. If this is the case, the keybox owner or listing agent may call contact Supra Support at 1-877-699-6787. If they determine your keybox needs to be replaced they will give you a reference number that you can take with your defective box to the GLAR office for replacement.

What should I do if the shackle won’t release when the iBox is on a house?2020-07-13T17:01:24-05:00

Call Supra Support at 1-877-699-6787 first to obtain a reference number. You may use any means necessary to remove it from the home, including cutting the shackle off with bolt cutters or calling a locksmith.  We do not mind if you have to bring us a lockbox in pieces, as long as the side of the device is legible. Bring the box and the reference number to the GLAR office where we will be happy to exchange it for you. Note: because we have no means of opening a box to retrieve key(s), we strongly recommend that you have a spare key(s) of the listing on hand, as we must return all faulty hardware to Supra.

What should I do if agents from other associations in the Metroplex cannot open my keyboxes?2020-07-13T17:01:42-05:00

Agent’s Supra keys from other associations in the Metroplex should generally work on all lockboxes in the Metroplex as long as their key is updated. Verify that you are using the iBox BT LE. These are the newest boxes and the only ones that work in the Metroplex area. If the key is updated and the box is a bt le, then contact Supra Support at 1-877-699-6787 to determine if the problem is with the agent’s key or with your lockbox.

SupraWEB FAQ

What is SupraWEB and why should I set up an account?2020-07-13T16:53:35-05:00

SupraWEB is the agent website that is available to all Supra keyholders. Use your SupraWEB account to manage your key service online.

  • Set up your market area
  • Get your showing activity
  • Manage listing and showing information
  • Manage all of your lockboxes
  • Create reports for clients
  • Send updates about a particular listing to agents who recently showed that listing
  • Receive automatic email notices (showing alerts) when a showing occurs at your listing
  • Provide showing feedback
  • Pay your bill
  • Update billing information
  • Change your PIN number
  • Generate an authorization code and much more
How do I set up my SupraWEB account?2020-07-13T16:53:54-05:00

​​​​Go to www.supraekey.com and select Real Estate Agent-Login to SupraWEB. Click Register to set up your login information. To set up your account you will need your key serial number (located at the top of your eKEY app screen or on the back of your XpressKEY device), a 4-digit PIN number of your choice, and the GLAR Association name: “TX-N Texas RE Technical Services”.

Need Assistance? Reach us via phone or email.

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