The lockbox won't stay closed. What should I do?

 Whoever is closing the door must make sure they see a blue light and hear a click after holding the door shut. If not, here are some troubleshooting tips:

1. Check the prong connection. If the prongs on the door have touched the body but not been fully inserted, sometimes the inner lock mechanism registers the box as being closed and will engage auto-relock. To fix this, make sure the prongs are not touching the body of the box, wake up the lockbox, unlock via your app, and attempt to close the front door again. 

If this lockbox is registered to your Vault account, you can use your Vault app to unlock. 

If you are the Showing Agent in this situation, use the Access MasterLock Bluetooth Electronic Lockbox button stored with your showing instructions in the BrokerBay app.

2. Check to be sure the key inside is away from the door. Depending on the knob, try adjusting the box so the key stays away from the door as you attempt to close it. This may require unlocking the box again using the steps listed above.

3. Still not working? MasterLock suggests these additional tips:

1. Look at the bottom plastic piece on the inside of the lockbox. If the pin on the right is bent or missing it will not push the sensor letting the lock know the door is closed. I'm attaching pictures of what to look for.
2. Changing the battery is a good idea since this could be a power issue. The battery type is CR123A.
3. Take the lock off what it is attached to and put it on a flat surface laying it first on the left side and then the right side (if the lock has a shackle, turn it to the left or right while it is still on the doorknob). If the door locks and will not open on one side but opens freely with no code on the other side, the lockbox needs to be replaced.

If you are the lockbox owner, please call the MIBOR HelpDesk at 317-956-1912 for immediate assistance or escalation to MasterLock, if necessary. 

If you are the Showing Agent, communicate with the List Agent to inform them of the situation and to make arrangements for what to do with the key. You can easily contact the List Agent through BrokerBay's in-app messaging system.

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