SentriLock (FAQs)

• How do I Ensure the App Works with No Cell Service?

  All users should open their SentriKey® Real Estate app each day before leaving home or the office by launching the SentriKey® Real Estate app on your mobile device. By authenticating in this manner, your credentials are good for 24 hours. By doing so, when interacting with the SentriLock Bluetooth® lockbox, it requires only a Bluetooth connection to open the key door, even if you're out of cell coverage.

• How do I access a non-Bluetooth (navy blue) lockbox without a SentriCard® Key?

  Despite the retirement of the SentriCard®, all previous generations of SentriLock’s® lockboxes can continue to be accessed, including those without Bluetooth® connectivity, by using the SentriKey® Real Estate app. Non-Bluetooth NXT lockboxes can be accessed through app-generated codes entered via the lockbox keypad.
  The process for accessing non-Bluetooth NXT lockboxes without a SentriCard® is the same in areas with no cell phone coverage. However, obtaining access requires more advanced planning and you may not always know in advance if you are going to an area with no cell phone coverage. Non-Bluetooth lockboxes can still be accessed through app-generated codes entered via the lockbox keyboard. However, you would need to generate the code before you go to the property and lose cell coverage.

• Why is SentriLock retiring the SentriCard® on January 1, 2022?

  SentriLock serves over 400,000 REALTORS® across the US and has been providing its card enabled lockboxes for 17 years. SentriCards®, while innovative at the time of introduction, represent a technology that is reaching the end of its life cycle. SentriLock has experienced numerous trends as cards approach the end of their utility, such as:

  • Industry-wide difficulty in acquiring key components that go into the use of cards.

  • An inability to develop new, highly desirable features that will work with cards.

  • The natural migration of customers to the superior Bluetooth® connectivity and app-only environment.

  • With these factors in mind, SentriLock is compelled to begin the process of retiring the card interface as part of their lockbox services. It will help make sure that SentriLock customers are on the best, most updated technology to meet their needs.

• Why Should I upgrade my lockbox to a Bluetooth version?

  In today’s fast paced market, your client expects their home will be easy to show to potential buyers. The Bluetooth accessible lockboxes do not require any cell phone or Wi-Fi coverage to connect with the SentriKey® Mobile App. Therefore, if you are in an area lacking coverage, but you own a Bluetooth accessible lockbox, you will not be locked out from your lockbox.

  Non-Bluetooth lockboxes, on the other hand, would require you to download a code on your phone ahead of time, before losing cell phone coverage. With this in mind, it is crucial to have the best lockbox technology to ensure a smooth showing experience. Additionally, the navy blue Non-Bluetooth lockboxes can ONLY be taken ownership with a sentricard.

• What should SentriCard® users do now?

  If you are a SentriCard® user, you should start to transition to the SentriKey® Real Estate mobile app. Over three-quarters of SentriLock lockbox accesses in 2019 were through the app. The app enhances the user experience and offers dozens of features, including:

  • No need for card renewals – ever!

  • Immediate notifications when someone enters and leaves a property.

  • The ability to use Touch ID and Facial Recognition to streamline the access process.

  • Property details through SentriLock’s® listing detail partners.

  • More features with the app – Agent Safety, report key missing, and listing agent information.

  • Is there a way to recycle my old non-Bluetooth NXT lockboxes? NVAR is compiling resources of recycling companies where non-Bluetooth NXT lockboxes can be recycled and will share that information as part of the education and awareness campaign.

• The card works for me, why should I switch?

  NVAR understands that while you may still want the SentriCards®, the SentriKey® Real Estate App allows for a more accessible and quicker way to navigate your on the market needs. The upgrade will save you time and make it easier to manage business with your clients. SentriKey® is moving forward with retiring the SentriCards® by January 1, 2022 meaning the cards will no longer be functional. It is important to transition from the card to the app prior to the retirement date, to ensure your business does not come to a halt in 2022. NVAR is with you each step of the way to answer questions and concerns about the transition. 

• Which jurisdictions offer access rights (Reciprocity) on your SentriKey System?

  
  Log into your account in the SentriLock system at https://lb.sentrilock.com/lbs/index/.
  Once you are logged in click on the "My Account" tab, then scroll down for the section "Authorized Regions". This section will list all active areas that your key card is ready to work in.

• How Do I Assign My LockBox To Another Region or Association?

  
  Before putting a lockbox on a listing you must follow the steps below in order to assign a lockbox to a different region or association where NVAR does not have a reciprocity agreement in place. Agents in those specific regions will not be able to access the lockbox unless you customize the box. Please follow the steps below in order to do so.
  

  1. Remove the shackle from the lockbox.
  2. Insert your SentriCard® into card reader. Type in password and click Login.
  3. Click Customize a Lockbox.
  4. From the Select Lockbox window, select the lockbox you want to assign to another Region/Association.
  5. Click the serial number of the lockbox.
  6. On the Customize a Lockbox window, you'll see a Region drop-down list. Click the drop-down list and select a Region/Association.
  7. Click Finish.

  The Card Utility will update your SentriCard®. When finished, remove your SentriCard® from the card reader.
  
  Insert your SentriCard® into the lockbox. The lockbox will make a series of beeps.
  Insert the shackle into the lockbox at the listing.
  
  NOTE: Do not insert the shackle until you place the lockbox on the listing. Releasing the shackle after customizing the lockbox could cause you to lose your settings. If you need assistance, contact SentriLock® support at 877-736-8745 .

• Do You Want to Keep DC Settings on?

  
  Right now when you release the shackle on a lockbox that you have set for another jurisdiction, the settings on the lockbox reset to Northern VA. If you want to keep some of your boxes for a particular jurisdiction, follow the instructions below.
  
  

  1. Remove the shackle from the lockbox
  2. Insert your SentriCard® into card reader. Type in password and click Login.
  3. On the Main Menu go into Default Lockbox Setting's on the lockbox Web site.
  4. Uncheck the Option Auto Reset to Defaults After Shackle Release (You will only have to Complete this step one time).
  5. Click Save Changes.
  6. Go Back to Main Menu.
  7. Click Customize a Lockbox.
  8. From the Select Lockbox window, select the lockbox you want to assign to another Region/Association.
  9. Click the serial number of the lockbox
  10. On the Customize a Lockbox window, you'll see a Region drop-down list. Click the drop-down list and select a Region/Association.
  11. Uncheck the option Auto Reset to Defaults After Shackle Release in the edit customization page.
  12. Click Finish.

  
  The Card Utility will update your SentriCard®. When finished, remove your SentriCard® from the card reader.
  
  Insert your SentriCard(r) into the lockbox. The lockbox will make a series of beeps.
  Insert the shackle into the lockbox at the listing.
  
  Renew Sentricard®.
  
  NOTE: Do not insert the shackle until you place the lockbox on the listing. If you need assistance, contact SentriLock support at 877-736-8745 (Sentrilock). The lockbox will stay customized to that region until you customize it otherwise. If you'd like to make a lockbox permanently programmed for Maryland this is the way to do it.

• How do I transfer ownership of a Lockbox?

  How Agents can Transfer Ownership of a Lockbox 
  
  If you are an Agent, you can transfer one or all of your lockboxes to no owner or to another Agent in your Association. You can use the instructions below to transfer your lockbox. 
  
  Note: if you're transferring ownership of a lockbox that someone assigned to a listing or has custom settings, the SentriLock® Server will remove this information from the lockbox during the transfer.
  
  

  1. Use the SentriLock® Card Utility to log in to the REALTOR® Lockbox Web Site. Insert your SentriCard® into the card reader attached to your PC or your Broker's office PC.
  2. The SentriLock® Card Utility will display the Login window. If the SentriLock® Card Utility does not display the Login window, click Start | Programs | SentriLock® Card Utility | SentriLock® Card Utility.
  3. The SentriLock® Card 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 Web Site directly. To access the Web site directly, use your Web browser to access https://lockbox.sentrilock.com/lbs. You will need your SentriLock® ID and password to log in to the Web site.
  4. Click My Lockboxes. Click the serial number of the lockbox you'd like to transfer. You can use the Search bar to search for a specific lockbox.
  5. On the Edit Lockbox window, click Transfer Ownership.
  6. On the Transfer Ownership window, you can select Transfer Ownership to No One or Select an Agent.
     Note: To transfer all of your lockboxes, check the Transfer All My Lockboxes check box. If you check this box, you will transfer all of your lockbox to another Agent or to no one.
  
  

  Transfer ownership to no one 
  

  1. Click Submit Transfer Request. The SentriLock® Server will display the Lockboxes window. After you transfer the lockbox, you need to renew your SentriCard®.
  2. If you used SentriLock® Card Utility to transfer a lockbox, click Main Menu. On the Card Functions pane, click Renew SentriCard®. If you used the REALTOR® Lockbox Web Site to transfer the lockbox, log out and use the SentriLock® Card Utility to renew your SentriCard®.
  3. Remove your SentriCard® from the card reader.
  4. Insert your SentriCard® into the lockbox you are transferring.
  5. When lockbox displays the READY light, it has no owner.
  6. Now that the lockbox has no owner, any Agent can insert their SentriCard® into the lockbox to take ownership of it.
  7. Select an Agent
  8. Click the Select button at the end of the Select an Agent field.
  9. On the Select Agent window select the Agent you want to transfer your lockbox to and click OK.
  10. Click Submit Transfer Request.The Lockboxes window displays Pending Transfer next to the serial number.
  11. Remove your SentriCard® from the card reader. The Agent you selected from the Select Agent window must renew their SentriCard® and insert it into the transferred lockbox within the specific time frame, or the transfer request will expire and you will still own the lockbox. If the Agent completes the transfer process within the specific time frame, the lockbox will make a series of beeps when they insert their card into it, then it will display the CODE light to signal success. The specified time frame varies from Association to Association. Generally, the Agent you selected must complete the transfer with in 72 hours, or your Association's SentriCard® renewal period, whichever is greater. For example, if the Association requires Agents to renew their SentriCards® every 7 days, Agents will have 7 days to complete the transfer. If the renewal period is 1 day, Agents have 72 hours to complete the transfer.
  12. After the Agent takes ownership of the lockbox, they should renew their SentriCard®. Once the Agent renews their card, they can use the SentriLock Card Utility or REALTOR® Lockbox Web Site to view information about the lockbox.
  13. As you request, below are the instructions that the agent must perform in order to set a lockbox from permanently custom settings back to default:

  
  ANSWER:
  

  1. Have Agent Insert Card in Lockbox
  2. Type In PIN + ENT
  3. Press Func + 65 + Ent
  4. Ready will Illuminate when process is complete
  5. Renew Sentricard

• What Do I Do If I Lose My Sentricard?

  *Please note that beginning in January 2022 the SentriCard will no longer be in use. The SentriKey Real Estate App should now be your primary way of accessing lockboxes. Want to know how to access properties in poor/no cell service? Click Here
  
  In-person: Visit our Membership office at either of our two centers. Our Membership assistants will help you with a new Sentricard®. The fee for a replacement card is $25.
  
  Online: Download this form and email once completed to membership@nvar.com for processing. NVAR will mail you the SentriLock replacement to your home address on file. 

• Shouldn’t NVAR pay for my upgrade to a new Bluetooth lockbox?

  The inventory of non-Bluetooth NXT lockboxes has been in the marketplace for more than 6 years and they have exceeded their technology shelf life and warranty. Members have gotten 6 plus year usage out of the boxes and they no longer have any monetary value. Think of this as upgrading to the latest version of the iPhone – Apple does not pay for your upgrade to the latest iPhone even though they no longer service, warrant or provide software updates to previous versions of the iPhone. As Apple offers periodic incentives to upgrade when a new iPhone version is released, NVAR will be periodically offer special pricing promotions this year to incentivize Realtors to upgrade to the current Bluetooth lockboxes.

• Is there a way to recycle my old non-Bluetooth NXT lockboxes?

  NVAR is compiling resources of recycling companies where non-Bluetooth NXT lockboxes can be recycled and will share that information as part of the education and awareness campaign.