Canopy MLS Member Participants and Subscribers

Canopy MLS Knowledge Base • Staff Maintenance • Publishing Reference

How to Use This Playbook

This playbook is written as a controlled knowledge source for ARDI and as a practical reference for Canopy MLS staff. ARDI answers should use the Canopy MLS workflow and terminology in this document when Canopy guidance is more specific than general Supra terminology.

Source of Truth Hierarchy

• Canopy MLS Rules, policies, approved support articles, and current operational decisions for local requirements and workflows.
• Supra/Honeywell current product pages, FAQs, quick guides, and support resources for product behavior and technical functionality.
• Approved Canopy MLS training materials for practical pro tips and preferred teaching language.

Terminology ARDI Must Recognize

Term	Canopy MLS / ARDI meaning
Supra® eKEY	The personal mobile key/app used by an authorized keyholder.
iBox BT LE	The current Supra lockbox type used by Canopy MLS.
SupraWEB	Web-based account, lockbox, reporting, code, and administrative tools.
Grant Managed Access	Canopy MLS temporary-access workflow. Members may also call this Single Access or a One Day Code.
Single Access	Supra also uses this term for a separate paid-access product. Canopy MLS does not use the pay-for-access Single Access product.
Cooperating key	A Supra key activated for access in another organization under a cooperating agreement.
Shackle code	Code used to release/program the lockbox shackle; it is not the eKEY PIN.
PIN	Personal eKEY PIN used by the keyholder; Supra Field Support does not provide lost PINs.

1. Supra® at Canopy MLS

What Supra products does Canopy MLS currently use?

Canopy MLS currently uses the Supra® eKEY app with Supra iBox BT LE lockboxes. The eKEY app communicates with the iBox BT LE through Bluetooth Low Energy.

Does every Canopy MLS listing have to have a Supra lockbox?

No. If a lockbox is authorized by the seller and occupant and placed on a listed property, Canopy MLS requires an approved lockbox. The purpose is to ensure cooperating Participants and Subscribers have timely access to listed properties.

What is the difference between eKEY and SupraWEB?

The Supra® eKEY app is the keyholder’s personal mobile access credential and lockbox-management app. SupraWEB provides additional web-based account, reporting, lockbox, code, and administrative functions.

ARDI note: The eKEY app is personal and may not be shared. A trusted office administrator or colleague may assist with approved SupraWEB administrative tasks.

2. Getting Started and Account Basics

Where can I find my eKEY serial number?

The eKEY serial number is displayed near the top of the eKEY Home page.

How does Supra identify Canopy MLS?

Look under North Carolina for “Carolina MLS dba Canopy MLS.”

I forgot my PIN. What should I do?

Use the Forgot PIN option in the eKEY app. One path is Obtain Key → Enter Your PIN → Forgot PIN?. A second path may be available under More → About eKEY App → Reset PIN → Forgot PIN?. Follow the prompts to reset the PIN.

ARDI note: Supra Field Support will never provide a lost PIN. Do not tell a member to call Supra to obtain the PIN.

Can Supra Field Support give me my shackle code?

No. Supra Field Support should not be called to recover a lost PIN or shackle code. Office administrators may be able to review shackle codes in SupraWEB, and Canopy MLS staff may review them in SupraNET.

Can I set eKEY so I only have to enter my PIN once a day?

Yes. If your phone has an active locking mechanism, you may use More → Settings → Require PIN Only Once Per Day.

What should I do before changing phones?

Reset your Supra authorization before turning in, erasing, or replacing the old phone when possible. Complete authorization on the new device using the authorization process provided by Supra/Canopy MLS.

I work in more than one MLS area. Can I have another key?

Yes, depending on the other organization and its access arrangement. For a separate Supra key, use More → My Keys → Add Key when applicable. If a cooperating agreement exists, contact the other Association/MLS to cooperate your existing Canopy MLS key instead.

3. Before You Leave for a Property

Will eKEY work if I do not have cell service at the property?

Yes, if the eKEY is updated for the day. If you are going to an area with spotty or intermittent cellular service, manually update the app while you still have Wi-Fi or cellular data. At the property, the eKEY communicates with the iBox BT LE through Bluetooth.

What should a listing agent do if the property has poor cell service?

Add a note in Agent Remarks reminding buyer agents to update their Supra® eKEY app before traveling to the property.

What should I check if eKEY is not communicating with the lockbox?

Verify Bluetooth is enabled and that the Supra® eKEY app has Bluetooth permission. If needed, turn Bluetooth off for approximately 30 seconds and turn it back on. Temporarily disconnect other Bluetooth devices if they may be interfering, reopen eKEY, and try again.

4. Opening and Handling an iBox BT LE

How do I open the key container?

Open eKEY, select Obtain Key, enter your PIN, and push up on the key container to activate the lockbox. When communication is successful, push up on the key container to release it.

How should I remove and replace the key container?

Wait until the key container is fully released before pulling it out. Pulling too soon may cause it to bind or jam. When returning it, line up the key container and gently guide it into place until it is fully seated. Do not force or slam it.

How long does the BT LE battery last?

Treat the BT LE battery as a long-life battery with a minimum expected life of approximately six years. Canopy MLS practical experience has commonly been longer. Check the battery level before placing a lockbox on a listing; Canopy training recommends more than 20%.

ARDI note: Do not instruct members to replace the BT LE battery themselves.

Can I get a new lockbox if the battery gets low?

Yes. If the BT LE lockbox battery level is lower than 15%, the lockbox may be traded in one-to-one for a replacement.

What are the default Canopy lockbox access hours?

Canopy lockbox hours are based on Standard Time and do not automatically adjust for Daylight Saving Time. The practical local clock hours are generally 8 a.m.–10 p.m. during “spring forward” and 7 a.m.–9 p.m. during “fall back.”

My key container will not open. What should I check?

Confirm the eKEY is updated, the PIN is correct, Supra fees are current, and the attempt is within Timed Access hours. If a Call Before Showing (CBS) code is required, confirm it. Try the eKEY on another lockbox to help determine whether the issue is the key or the lockbox.

What if the key container appears jammed?

If the lockbox is yours, gently try to loosen the key container and retry. If a key appears lodged and you cannot safely clear it, remove your lockbox from the listing and contact Canopy MLS for instructions. If the lockbox is not yours, contact the listing agent and do not attempt anything that could damage another person’s lockbox.

5. Put the Lockbox in Your Inventory and Assign the Listing

Why should I add a lockbox to My Lockboxes Inventory?

Adding the lockbox to your inventory makes important management features available. Grant Managed Access and notifications depend on the lockbox being associated with your inventory, and inventory also makes the lockbox easier to identify and manage.

When should I add the lockbox to inventory?

When opening the shackle to place the lockbox on a listing, toggle on Add to My Lockbox Inventory. You can then confirm it appears in My Lockboxes. If you forget to add it at that time, open My Lockboxes → Add Lockbox, enter the Shackle Code, then press up on the bottom of the lockbox to connect to Bluetooth.

Should I use the house number or MLS number when assigning a listing?

Canopy MLS recommends using the MLS number. A listing receives an MLS number even while it is incomplete. Using the MLS number creates a cleaner association between the lockbox, listing activity, and management features.

ARDI note: Supra may technically allow an address number or MLS number. ARDI should present the MLS number as the Canopy MLS best practice.

What should I verify after assigning the lockbox?

Confirm the correct MLS number is assigned and the lockbox appears in My Lockboxes. This helps ensure showing activity and management functions are tied to the correct listing.

6. Grant Managed Access

What is Grant Managed Access?

Grant Managed Access allows an agent to provide controlled, temporary access to an authorized person who needs to enter a listing but does not have Canopy MLS Supra® access. Examples include photographers, contractors, home inspectors, appraisers, other authorized service providers, and a real estate agent from a neighboring MLS who does not have Canopy MLS Supra® access.

Is Grant Managed Access the same as Single Access or a One Day Code?

Members may use “Single Access” or “One Day Code” when they mean Canopy MLS Grant Managed Access. ARDI should recognize those phrases and explain the Canopy workflow. Canopy MLS does not use Supra’s separate pay-for-access Single Access product.

ARDI note: This terminology distinction is important because Supra uses Single Access for a separate product offering.

What must I do before granting access?

Before scheduling access for an individual who does not participate in or subscribe to Canopy MLS, check your office policy to ensure it is allowed and communicate with the seller in writing with the appointment specifications.

How do I grant Managed Access?

Update eKEY, open My Lockboxes, select the lockbox assigned to the property, select Grant Managed Access, enter the recipient’s mobile phone number, choose the access date/time window, add any appropriate instructions, and send the invitation. The lockbox must be in your inventory for this feature to work.

How should the appointment be handled in ShowingTime?

When applicable, schedule the appointment in ShowingTime under the agent’s name and note who will actually be accessing the property. The agent could be the listing agent or buyer agent, depending on the situation.

Can I share my eKEY with an office administrator?

No. Your Supra® eKEY app is personal and may not be shared. However, a trusted office administrator or colleague may assist with approved SupraWEB administrative tasks, such as assigning lockboxes to listings and granting access, using the office’s established security practices.

7. Cooperating Keys and Listing Accessibility

What is a cooperating key?

A cooperating agreement allows eligible Supra key holders from one organization to have their key activated for reciprocal access in another participating organization’s service area. The agreement does not by itself authorize real estate activity outside the state(s) where the licensee is properly licensed.

How do I cooperate my Canopy MLS Supra key with another organization?

If the organization has a current cooperating agreement with Canopy MLS, contact that Association/MLS directly using the current contact information. They will advise you of activation requirements, membership requirements, and applicable fees. After cooperation is completed, update the eKEY app.

How does someone from a cooperating Association/MLS get access in Canopy MLS?

Key holders from a listed cooperating Association/MLS should complete and submit the Canopy Key Cooperation Agreement and follow Canopy MLS instructions. Membership with Canopy MLS may be required, as well as applicable fees.

Current Cooperating Agreements

State	Association / MLS	Contact
North Carolina	Brunswick County Association of Realtors® / North Carolina Regional MLS	910-754-5700
North Carolina	Cape Fear Realtors® / North Carolina Regional MLS	910-762-7400
North Carolina	Greensboro Regional Realtor® Association / TRIAD MLS	336-854-5868
North Carolina	High Point Regional Association of Realtors® / TRIAD MLS	336-889-8181
North Carolina	Lexington-Davidson County Association of Realtors® / TRIAD MLS	336-249-1742
North Carolina	Longleaf Pine Realtors® / Longleaf Pine MLS (IntraMatrix Agreement)	910-323-1421
North Carolina	Mid Carolina Regional Association of Realtors® / Mid-Carolinas Regional Association of Realtors® MLS	910-692-8988
North Carolina	Winston-Salem Regional Association of Realtors® / TRIAD MLS	336-768-5560
South Carolina	Cherokee County Board of Realtors®	864-489-0408
South Carolina	Coastal Carolinas Association of Realtors® / Coastal Carolinas MLS	843-626-3638
South Carolina	Greater Greenville Association of Realtors®	864-672-4427
South Carolina	Hilton Head Area Realtors®	843-842-2421
South Carolina	Spartanburg Association of Realtors®	864-583-3679
Florida	Pinellas Suncoast Association of Realtors® (Clearwater, FL)	727-347-7655
Florida	Greater Tampa Association of Realtors®	813-879-7010
Pennsylvania	Bucks County Association of Realtors® (near Philadelphia)	215-956-9176

8. SupraWEB

What can I use SupraWEB for?

SupraWEB provides web-based tools for account and lockbox management, listing assignment, reports, authorization/update functions, and settings such as Supra Alert. Office administrators may also use authorized SupraWEB functions to support agents.

Can someone else help manage my Supra information?

A trusted office administrator or colleague may assist with appropriate SupraWEB administrative tasks under your office’s security practices. Your personal eKEY app and PIN must remain safeguarded.

9. Safety and Apple Watch

How do I set up Supra Alert?

Activate Supra Alert in SupraWEB, configure the requested emergency-contact information, save the setup, and update your eKEY app. Practice using the feature before you need it so it becomes part of your safety routine.

Pro Tip: Use a regular email address for Supra Alert notifications. Do not use a text-to-email address; many mobile providers no longer configure or support mobile-to-email delivery.

Can Supra eKEY work with an Apple Watch?

Yes. The eKEY app supports Apple Watch functionality. Agents may use the watch for added convenience and, when Supra Alert has been activated, may use the Alert feature discreetly from the watch in a concerning situation.

ARDI note: Safety tools supplement, rather than replace, the agent’s normal safety procedures.

10. Updates, Authorization, and Emergency Update Codes

How should I update the eKEY app itself?

Use the normal app-update process through the Apple App Store or Google Play. Do not delete the existing eKEY app simply to install an update; uninstalling can require a new authorization code.

What is the difference between an app update, authorization code, and Emergency Update Code?

An app update installs the current eKEY software from the app store. An authorization code activates/re-authorizes the eKEY credential on a device. An Emergency Update Code is used to update the key when the normal network update is unavailable or the key needs a manual update.

How do I enter an Emergency Update Code?

Use the eKEY update/emergency-update function and enter the code provided through the approved Supra/Canopy process. Menu wording can change by app version, so follow the current eKEY prompts.

11. Troubleshooting and Support Routing

Who should I call for Supra technical support?

Supra Real Estate Agent Support: 877-699-6787. Supra’s current support site lists agent support hours as 5 a.m.–7 p.m. Pacific Time. The support number is also available in the eKEY app under About Key App / support information.

When should I contact Canopy MLS instead of Supra?

Contact Canopy Member Services or the Realtor® Store for local support involving Canopy procedures, cooperating-key setup, billing questions, PIN/shackle-code routing, or when Canopy-specific assistance is needed. Supra Field Support may not assist with recovering PINs, setting up a cooperating key, or local billing matters.

What local support numbers should ARDI provide?

Canopy Member Services: 704-940-3110. Realtor® Store: 704-940-3126. Supra Real Estate Agent Support: 877-699-6787.

Quick Troubleshooting Checklist

• Confirm eKEY is updated for the day.
• Confirm Bluetooth is enabled and the app has Bluetooth permission.
• Confirm the correct PIN is being used.
• Confirm Supra fees are current.
• Check Timed Access hours and any Call Before Showing (CBS) requirement.
• Try another lockbox when possible to isolate whether the issue is the eKEY or the lockbox.
• If a lockbox is not yours, do not attempt a repair that could damage it; contact the listing agent.
• For shackle issues, confirm you are using the shackle code, activate the lockbox by pushing up on the key container, and remember the shackle must be compressed and then pulled up.

12. Compliance and Safeguarding

Keyholders must safeguard their key, lockbox codes, and property access. Suspected violations should be reported promptly to Canopy MLS Compliance at [email protected]. The current Canopy troubleshooting resource lists the following penalties:

Violation	Penalty/Fine
Failure to safeguard Key or Lockbox code	$500
Unauthorized removal of keys from Lockbox	$500
Unauthorized access of property	$500
Unauthorized use of electronic lockbox key	$1,000

For controlling requirements, refer to the current Canopy MLS Rules and Regulations, including the sections governing keys/lockboxes and handling showings, negotiations, offers, and sales.

13. ARDI Quick-Answer Guardrails

• Use “Canopy MLS” in answers. Use Supra® on first reference when practical.
• Always write Realtor® Store with the ® trademark.
• If a member asks for “Single Access” or a “One Day Code,” assume they mean Canopy MLS Grant Managed Access.
• Do not tell a member that Supra Field Support can provide a PIN or shackle code.
• Do not instruct a member to replace a BT LE lockbox battery.
• When an answer depends on local policy, Canopy MLS guidance controls over generic Supra instructions.
• When a member may be attempting access outside a state where they are licensed, remind them that showing real estate in a state where they are not licensed may violate the law and refer them to the appropriate licensing guidance.

14. Training and Resources

Where can members get Supra training?

Canopy MLS offers a Supra class each month. Members should register through the Canopy MLS training page. Visual quick tips are also available on the Canopy MLS YouTube channel; select Shorts for quick-tip videos. Official Supra technical resources, including Tips & Support, FAQs, quick guides, app resources, lockbox guidance, and SupraWEB guides, are available on the Supra/Honeywell website.

15. Happy Fox Maintenance Suggestions

What should be reviewed when this article is updated?

Review both Canopy MLS-specific procedures and current Supra product behavior before publishing changes. Preserve Canopy MLS terminology when local guidance is more specific than general Supra terminology.

• Confirm the current cooperating-agreement list and contact numbers with the Realtor® Store before publishing changes.
• Confirm current Canopy MLS support numbers, Supra support routing, and Supra support hours.
• Review eKEY menu paths after significant iOS, Android, or Supra app updates; menu labels may change.
• Recheck Grant Managed Access terminology and the Canopy MLS ShowingTime workflow.
• Verify current BT LE battery replacement/trade-in guidance, including the one-to-one replacement threshold.
• Review Timed Access hours, Call Before Showing (CBS) guidance, and lockbox troubleshooting steps.
• Recheck the current Canopy MLS Rules and Regulations before publishing penalty/fine amounts.
• Confirm current monthly Supra class information and Canopy MLS YouTube quick-tip resources.
• Keep Realtor® Store trademarked with the ® symbol in all published references.

16. Source Register

Canopy MLS controlling and operational sources

Use these first for Canopy-specific policy, local workflows, support routing, cooperating access, and publishing language.

• Listing Accessibility and Cooperating Agreements – Website Update – Final.
• Supra® Cooperating Agreements – Updated List – Contacts Verified.
• Guide for Troubleshooting Supra eKEYs and Lockboxes – Compliance Updated.
• CanopyRealtors.com Supra page – Formatted/Corrected.
• Canopy MLS Rules and Regulations – current published version.
• Canopy MLS Knowledge Base Article 97 – Listing Accessibility.
• Canopy MLS Knowledge Base Article 650 – Access for an individual who does not participate in or subscribe to Canopy MLS.
• Canopy MLS Knowledge Base Article 797 – Supra eKEY Forgot PIN.
• Canopy MLS Knowledge Base Article 920 – Safety Features in ShowingTime and Supra Explained.

Supra/Honeywell product sources

Use the current Supra/Honeywell site as the source of truth for product behavior and technical functionality. Confirm current content before publishing whenever app behavior, menus, support hours, or product features are involved.

• Supra/Honeywell – eKEY product information.
• Supra/Honeywell – iBox BT LE product information and current user guide.
• Supra/Honeywell – Tips & Support and current FAQs.
• SupraWEB current user guidance.
• Current Apple App Store / Google Play eKEY listing when platform compatibility is relevant.

Publishing note

The ARDI version is intended for ingestion and should remain focused on approved member-facing answers. The Happy Fox version may retain this maintenance and source register so staff can verify the article when procedures, contacts, fees, rules, or Supra functionality change.