How do I Troubleshoot a Malfunctioning Lockbox?

Kate with Hemlane
  • Updated

Codebox offers high-quality lockboxes but occasionally the lockboxes may need some troubleshooting. Below are some general tips, as well as Codebox's Customer Support information, to help with any lockbox issues. 

 

Reminder: Make sure the key(s) stored in the lockbox unlock all necessary entry points. These include locks on the door handle, deadbolt locks, additional locking doors such as screen doors or secondary doors etc.) 


What Happens If My Lockbox Is Completely Malfunctioning?

Codebox offers a one-year warranty on all lockboxes. If your lockbox malfunctions within this period, please keep the old lockbox. Codebox will ship you a replacement, and provide a shipping label to return the defective unit at no cost, for their team to review for any defects.


Can I get reimbursement for a locksmith or additional costs associated with a malfunctioning lockbox?

Codebox typically only provides a replacement lockbox within the one-year warranty period. Other costs, such as locksmith fees, are the owner’s responsibility. This is why we recommend maintaining a backup set of keys in a non-digital lockbox onsite.

 

Who Can I Contact for a Malfunctioning Lockbox?

For issues with your Codebox lockbox, contact Codebox's Customer Support team directly:

  • Phone: (888) 507-8885
  • Email: support@codeboxinc.com
  • Hours: Monday–Friday, Central Time 

 

What should I do when my Codebox isn't working?

How to Change the Codebox Lockbox Battery

Most lockbox issues are due to a faulty battery. Please try to replace that first.

  1. Locate the external battery port at the bottom of the lockbox
  2. Insert a 9V battery, hold it firmly against the lockbox, and enter the vendor code
  3. Once the door opens, replace the internal battery

How to Power the Lockbox When the Battery Is Dead

  1. Insert a 9V battery into the external battery port at the bottom
  2. Enter the temporary or vendor code to access the lockbox

                                                             

How to Ensure the Showing Window Is Set Correctly

  1. Enter the 6-digit admin code
  2. Press 6 to access the Showing Window screen, which should display “ST:00A END:00A.”
  3. If adjustments are needed:
    • Press Back/NEXT (bottom left button) to navigate
    • On field 1, press 0 to set to 1
    • On field 2, press “**”

 

What is the Admin Code for? 

The "Admin/Agent Code" on a CodeBox lockbox is used to access the settings and configuration menu for the device. 
You would use the Admin Code for tasks like:
  • Changing Lockbox Settings: This is the primary function of the admin code, allowing you to modify various parameters of the lockbox itself, like setting the date and time, adjusting the showing access window, and changing other settings.
  • Changing Other Codes: You use the Admin Code to change the "Vendor/Door Code" (used to open the lockbox door) and the "Shackle Code" (used to release the shackle).
  • Reviewing History: The Admin Code allows you to access the lockbox's history feature, which records the date and time when codes were entered to access the lockbox. 
In essence, the Admin/Agent Code acts as the master key to manage your CodeBox lockbox settings and secure it properly. It's important to keep this code private, as sharing it could lead to unauthorized parameter changes and compromise the lockbox's functionality. 

 

 

How to Enter the Date and Time Initially

Your Admin code will allow you to change things like date, time, shackle code, vendor code, etc. Here's a summary of how date and time are used in a Codebox:
  • Initial Setup: When you first set up a Codebox or need to change its settings, you'll likely need to enter a pre-set or administrator code (often a 6-digit agent/admin code) to access the menu where you can set the date and time.
  • Setting the Date: Once in the setup menu, you'll be prompted to set the date, usually in MM/DD/YY format. You might need to press a specific key (like the "1" button or "Enter") to proceed to the date setting option.
  • Setting the Time: After setting the date, you'll set the time (HH/MM), using a specific key (like the "3" key) to toggle between AM and PM. Press "Enter" to confirm the time.
  • Daylight Savings Time (DST): Some Codeboxes may also have a setting for DST. You might need to ensure this is set correctly (e.g., "1" for on, "0" for off, especially if you live in an area like Arizona that doesn't observe DST).
  • Access Times: Codeboxes can be programmed with access schedules, so the date and time settings are crucial to ensure access is granted only during the designated window.
  • History Logs: The Codebox can often store a history of access codes used along with the date and time of each entry, which can be reviewed by accessing the appropriate option in the setup menu (like by pressing "9" or "Enter"). 
In essence, setting the correct date and time on the Codebox is essential for it to function correctly, particularly when it comes to granting access at the appropriate times and accurately logging usage history. 
 
 

 

 

 

 

For further information on lockboxes, please view our article: "What can I Expect with Codebox Lockboxes with the Tenant Placement service?"

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