FROM SUPRA 2.18.19
- We want to share an update with you on the release of our new Supra eKEY app.
The majority of keyholders are now using the refreshed eKEY app and we see reduced call center demand.
With that said, a small number of keyholders need to reauthorize their eKEY app when upgrading to the eKEY app or while using the eKEY app. We identified one cause and fixed it but continue to investigate additional causes of this issue. In the meantime, the following steps can be done to fix this issue:
- Delete the eKEY app
- Re-install the eKEY app from the app store
- Generate and enter a new authorization code. See this link for detailed instructions on how to generate a new authorization code. http://www.supraekey.com/CustomerSupport/Pages/Support/eKEY/Authorization-Code.aspx
Once we resolve the authorization code issue, we will send a message to all eKEY users asking them to upgrade to the latest version of the eKEY app.
We received some reports of inactive customers receiving showing notifications for keyboxes no longer in their possession. If you have a keyholder that receives showing notifications for keyboxes they no longer have or they are not receiving showing notifications and they feel they should be, please ask them to email us at firstname.lastname@example.org with their name and keybox serial number.
If your keyholders are having issues with the refreshed eKEY app, please encourage them to download the latest version from their app store.
If you have any questions, please contact our Liaison Team at 1-800-545-9601, option 2 or email us at email@example.com.
If your agents have any questions, please direct them to call our support line at 1-877-699-6787 or email us at firstname.lastname@example.org.
If this doesn’t help please call our after hours emergency line at 970.639.0410