FREQUENTLY ASKED QUESTIONS
Welcome to the Cedar Rapids Area Association of REALTORS® general questions and answers section. We will update these periodically to reflect any upgrades and technological advances. Use the Quick Links bar to narrow your question search. The questions came from members like you. We hope you find them helpful and informative.
Please let us know if you encounter any problems or have any suggestions [email protected]
Who do I call for assistance…Supra or the Association Office?
Call the Association for…
- PIN Codes
- Shackle Codes – agents should take advantage of the SupraWEB service to track keyboxes, shackle codes and showing activity. To learn how click here.
- Authorization Codes – If you do not remember your secret question and answer you may visit or call the Association
- Replacing Lost/Stolen Keys – Must have insurance on your key for it to be replaced free of charge
- Replacing Defective Keys – Must call Supra first to obtain a Reference Number for the replacement
- First Time ActiveKEY and eKEY – Walk-ins accepted Between 8AM & 4:30PM
- Upgrades to eKEY and Downgrades to ActiveKEY
Call Supra Support for…
- Technical Assistance
- Trouble Shooting Key Errors & Malfunctions – If Supra determines that your key is defective you will be given a Reference Number for which you will need to exchange your key at the Association office
- Billing Questions
- Update Codes – Call KIMvoice (there’s a limited number of times you can use this option per week)
- Authorization Codes – Be prepared with your secret question and answer
- Making Payments
- Where do I find information on continuing education?
- Where do I go to find online forms?
- I would like a roster of members. Where can I get one?
- How do I obtain my NRDS number and password?
GE Supra FAQ’s
- What is the cost of the ActiveKEY?
- What is the cost of the eKEY service?
- What are the advantages of having an eKEY?
- What are the advantages of using eKEY professional vs. basic?
- What Smartphones are compatible with the eKEY?
- Who do I call if my Key is not working?
- What do I do if my key is lost or stolen?
- What is a CBS code?
- How do I keep track of my KeyBoxes?
- What are the keybox access hours?
- My ActiveKEY is not working. What do I do?
- My ActiveKEY is locked up. What do I do?
- My ActiveKEY shut down. What do I do?
- What are error codes?
- Can I leave my ActiveKEY plugged in?
- Can I use my cell phone charger for my ActiveKEY?
- My ActiveKEY asks me to ‘Assign KeyBox’ after I put in a shackle code. What does this mean?
- What does RADIO OFF mean and why would I ever turn it off?
- How do I update my key if the Radio is off?
- Does the ActiveKEY have GPS tracking?
- My key has alerted that I have showings. How do I identify who it was in my listing?
- When does an ActiveKEY expire and what do I do if it does?
- What happens if I go to an area with no cell phone coverage?
- Does the ActiveKEY need to be within cell phone coverage to open KeyBoxes?
- How long do I have to get to a KeyBox?
- How do I turn on the flashlight/backlight?
- What do I do if my key container won’t close or open?
- How do I access MLXchange?
- What is the time frame for listings, changes & sold information to hit the hotsheet?
- How do I submit changes and corrections to the board?
- How does the MLS Services Office document our listings?
- What is ‘Report Data Error’?
- What is allowed in the Remarks?
- What is allowed in Agent Remarks?
- Is there a limit to the number of images I can submit to the Association for a listing?
- How do I upload images for my listing?
- How do I edit the open fields for my listing? NEW!
- How do I correct the location of my listing on the map?
- Who do I contact with technical issues with MLXchange?
- How do I change my personal contact information in MLXchange?
- How do I get help with MLXchange?
- How do I modify the Automatic Notification Settings if I want to only send the client the property and not my MLXchange website?
- What do I do if addresses are not showing up when your client sees the property lists in the Client Gateway?
Where do I find information on continuing education?
Go to www.iowarealtors.com
Where do I go to get online forms?
There is a link on the CRAAR homepage to online forms which will direct you to www.iowarealtors.com. For the direct link to online forms click here.
I would like a current roster of members. Where can I get one?
On the CRAAR homepage located on the navigation bar hover over ‘Contact’ with your mouse. A dropdown menu will appear. Click on ‘Directory of Members’. This will take you to the most updated Membership Roster PDF file
How do I obtain my NRDS number and NAR password? ▲
When registering for classes on the Iowa Association of Realtors website, you will need to know your NRDS number. Instructions for logging in are found on their website. Click here to go directly to the web page.
GE Supra FAQ’s
What is the cost of the ActiveKEY? ▲
Key deposit (one time refundable fee) $65.00
Annual lease fee (year begins in June & prorated monthly) $169.10
Issuance Fee (one time) $60.00
Replacement Insurance (optional & annually) $25.00
What is the cost of the eKEY service? ▲
eKEY basic Monthly lease fee $16.92
Issuance fee (one time) $60.00
eKEY professional monthly lease fee $28.11
Issuance fee (one time) $60.00
What are the advantages of having an eKEY? ▲
An eKEY gives you the luxury of using one device for all of your needs. With a PDA you are consolidating your calendar and your KeyBox key. With a smart phone you are able to consolidate your calendar, KeyBox key, email, internet access, camera, calculator, voice memo, etc. Bluetooth enabled smartphones require the purchase of a “fob” which converts Bluetooth signal to infrared. Fobs may be ordered directly from Supra. Click here for the order form.
What are the advantages of using eKEY professional vs. basic? ▲
eKEY basic allows you to open and program your own KeyBoxes. eKEY professional adds MLS listing information, maps agent roster and showing details to your device. With eKEY professional you can do business anytime, anywhere.
What Smartphones are compatible with the eKEY? ▲
Current Smartphone Devices:
Click here for a list of current smartphone devices. (For bluetooth enabled smartphones you must purchase a “fob” that converts Bluetooth to infrared. Click here for the order form)
Current PDA Devices:
The Tungsten E2 and Tungsten T/X Palm OS PDA devices are certified for eKEY service. For details, visit your local electronics retailer, or log on to www.palm.com.
Older PDA Devices:
Palm Tungsten T, T2, T5, C, E
Palm Zire 31, 71, 72
Palm m505, m515
Palm LifeDrive (Does not support Mapopolis)
Who do I call if my key is not working? ▲
Supra Support has specially trained technical assistance available free of charge, 7 days a week from 5am to 7pm. The toll free number is located on the back of your ActiveKEY 1-877-699-6787. If your key is not working call supra support first. They are trained specialists that will be able to better assist you with technical issues. Should they determine your key is defective they will give you reference #. With this you can obtain a replacement key from your association office.
What do I do if my Key is lost or stolen? ▲
Due to the cellular technology, if your key is lost or stolen, it can be quickly deactivated. Please report it immediately to either your Association office or Supra support.
What is a CBS code? ▲
Every KeyBox contains a call before showing (CBS) code the association can activate. The CBS code allows the listing agent to control KeyBox access by requiring the showing agent to call for authorization before opening the KeyBox. If the CBS code is active, the showing agent must enter that code into their active key before accessing it. Once you have entered the CBS code, follow the standard procedure for releasing the key container.
How do I keep track of my KeyBoxes? ▲
Go to www.supraekey.com and Log onto SupraWEB. Click ‘Listings’ and then click on ‘Keyboxes’. The Association office keeps electronic file (SupraNET) and a hard copy file of your KeyBoxes. If you have a question, lost your shackle code or believe that there is a mistake in your inventory, please call the association office. NOTE! Upon returning a KeyBox to the association office you must remove that KeyBox in SupraWEB to no longer receive showing notifications from that KeyBox.
What are the KeyBox access hours? ▲
Standard Time: 6:00am – 9:30pm/Daylight Time: 7:00am – 10:30pm
Where do I go to pay my Supra bill online or for customer support? ▲
Click here for the link to the GE Security Real Estate Customer Support Webpage. Here you will find links to Agent Webpay, SupraWEB and Technical Support for your ActiveKEY or eKEY.
My ActiveKEY is not working. What do I do? ▲
There some preliminary things you may trouble shoot on your own before contacting Supra:
Check the battery life of your key and make sure it has charge. If it has charge, proceed to reset your key by inserting a paperclip into the reset hole with gentle pressure. Do not insert anything with a sharp point as you may damage the ActiveKEY. Wait 10 seconds. Attempt to turn the key on. If it comes on and says RADIO IS OFF you may manually update it by calling KIMvoice or PC sync it with your USB cable. If this also fails then you may have a defective key. Please call Supra Support at 1-877-699-6787. Should they determine that the Key is defective, you will receive reference # to take to the association office to exchange your Key.
My ActiveKEY is locked up. What do I do? ▲
Insert one end of a paperclip into the reset hole located on the back of the ActiveKEY in the bottom right corner and apply gentle pressure. Do not insert anything with a sharp point as you may damage the ActiveKEY. Wait 10 seconds. A successful reset occurs when the Key displays GE SECURITY ACTIVEKEY. If this does not work, call Supra Support at 1-888-699-6787.
My ActiveKEY shut down. What do I do? ▲
If you enter 10 incorrect codes within a 10 minute period, your ActiveKEY emits a buzz tone and times out for 10 minutes. To avoid bad code timeout, verify that you have entered the correct pin or shackle code before repeating the procedure.
What are error codes? ▲
Viewing Error Codes is a selection on your ActiveKEY that helps Tech support to identify the problem when trouble shooting your key. Your active key stores the 5 most recent errors that have occurred.
Can I leave my ActiveKEY plugged in? ▲
Yes. You cannot overcharge the battery in your ActiveKEY, so it is a good idea to leave it charging when not in use. You may want to also purchase a car charger. Car chargers are available for purchase at the Association office. Car chargers and additional accessories are available through Supra.
Can I use my cell phone charger for my ActiveKEY? ▲
Use only the GE car or wall charger with your ActiveKEY to avoid potential damage. Using an unapproved charger may result in damage to your ActiveKEY and will void the ActiveKEY warranty.
Why does my ActiveKEY say ‘Assign KeyBox’ after I put in a shackle code? ▲
After you enter a shackle code and press enter you are prompted to “Assign KeyBox.” If you select yes, the system will send you an email reminding you to assign the KeyBox to a listing on SupraWEB. The email contains a link taking you directly to SupraWEB.
What does RADIO OFF mean and why would I ever turn it off? ▲
RADIO OFF means that the ActiveKEY is not communicating with a cellular network. You can turn the radio off by pressing and holding the on/off button when the key is on. If you are going on an airplane you may want to turn your key completely off. You could also turn it off to conserve the battery or to prevent receiving showing notifications.
How do I update my key if the Radio is off? ▲
If you turned the Radio off, the next time you turn on your key you will see “RADIO OFF, 1- TURN ON RADIO” in the window. Press 1 to turn it back on. If you left cell coverage for 24 hours plus you may manually update the key with your USB cable via internet. You may also call KIMvoice for an update code but remember you may only use KIMvoice a limited number of times per week. If your key has lost charge, you must charge it before doing any of the above.
Does the ActiveKEY have GPS tracking? ▲
No. Supra is not able to track where you and your key are.
My key has alerted that I have showings. How do I identify who it was in my listing? ▲
Go to www.supraekey.com and log onto SupraWEB. Click on ‘Reports’. Click on ‘Create Showing Report’.
When does an ActiveKEY expire and what do I do if it does? ▲
An ActiveKEY only expires if it is out of cell coverage for more than 24 hours. It can be updated via internet connection using your USB cable or by getting an update code through KIMvoice, SupraWEB or Supra Support.
What happens if I go to an area with no cell phone coverage? ▲
Since the ActiveKEY is not within cell coverage it won’t receive showing notifications. However, as long as it’s been within cell range in the last 24 hours it will remain active so that you can open KeyBoxes.
Does the ActiveKEY need to be within cell phone coverage to open KeyBoxes? ▲
It does not need to be within cell service to open a KeyBox. But if you have been outside of cell coverage for more than 24 hours it will need to be updated.
How long do I have to get to a KeyBox? ▲
When you start to open a key container or release a shackle, you still have 5 minutes from the time you press enter to get to a KeyBox before the key will shut itself off.
How do I turn on the flashlight/backlight? ▲
All operations start with the on/off button. Press the on/off button then the flashlight (flashlight symbol above enter button) button or the backlight (light bulb symbol) button.
What do I do if my key container won’t close or open? ▲
The key may be jammed inside of the key container. Please release the shackle and bring the KeyBox into the association office. To avoid key jams, do not place ID tags, key rings, or loose objects in the key container. Use the chain inside the key container to attach the listing key. The chain will hold up to 3 keys. Before closing the container, verify that all items are well inside. Note! If you are the listing agent, please make sure that you have a spare set of keys before you close the key container. If the key jam cannot be released your key will be lost. This will also result in a $100 fee to replace the jammed KeyBox.
How do I access MLXchange? ▲
Just like a residential or business address has its own place on a map; MLXchange is a web address that has its own place on the World Wide Web. As long as you know the web address you can access MLXchange wherever there is internet. The web address is http://cdr.mlxchange.com.
What is the time frame for listings, changes & sold information to hit the Hotsheet? ▲
New listings are first priority. Listings should hit the Hotsheet within 24 hours of the time submitted. This means that if the listing was submitted at noon, it will hit the Hotsheet by noon the following business day. If you do not see your listing on the Hotsheet within that time frame, please contact the Associations MLS Office. Next, listing changes and corrections are done in the order they are received. Lastly, sold information should hit the Hotsheet within 1 business week. Again, if the information is not updated within this timeframe please contact the Associations MLS Office. The MLS Staff asks that you note the timeframes given above and limit calling the MLS Office for fax and email confirmations.
How do I submit changes and corrections to the board? ▲
This depends on the type and nature of the correction. All changes/corrections that require documentation or signatures must be submitted via “pink sheet”. This includes changes to listing status, address, expiration date, CCB (SOC) and price. Changes/corrections that do not require documentation or signatures are open for agents to edit on their own. (See ‘How do I edit the open fields for my listing?’) Remember, “pink slips” must be filled out completely. Emails must contain the address and ML# in the subject line and the email signature must show that you are the listing agent or the licensed assistant to the agent with the listing.
How does the MLS Services Office document our listings? ▲
The Associations MLS Office Staff consists of an Office Assistant/Data Entry Specialist who is assigned to new listings/emails and the MLS Office Manager that oversees all MLS Office procedures in addition to processing status changes, price changes & extensions. New listings are first priority and are inputted in the order that we receive them. Once inputted and assigned a ML #, new listings are set aside to be filed at the end of the day. Before processing a status change, price change or extension, the listing must be pulled from the filing system. After processing, they are stamped with the date completed and set aside to be re-filed. Listing hours are from 8am – 4pm. At 4pm listing input and maintenance stops and the Hotsheet for the day is complete. The in-town listings are filed away first by quadrant, then street name, and lastly street number. Out-of-town listings are filed away alphabetically by city/town and then by street number. ‘Solds’ are filed away by the date processed and purged from the file system after 3 months. Cancelations are also kept on file this way. Expired listings are typically purged one week after the expiration date.
What is ‘Report Data Error’? ▲
If you find a data error with a particular listing on the Hotsheet report or you would like to make a correction that does not require a signature or documentation, MLXchange provides a way to capture the problem details and e-mail the information to the Association MLS Services Office. From the Hotsheet Details page, click the Report Data Error link from the Quick Link button bar (sidebar). The Send E-mail message dialog box opens. The ‘To’ field already shows the e-mail address for the MLS Services Office. The Subject line shows the ML number and property address, and the Message box has captured information that the MLS Office Staff requires to process the correction. Click the Send button.
What is allowed in the Remarks? ▲
Remarks cannot have any forms of self-promotion including website references, phone numbers, tag lines, slogans, etc. Remarks are intended for the description of the property.
What is allowed in Agent Remarks? ▲
Agent Remarks can include selling bonus information, agent phone numbers, co-list information, and virtual tour information. This is not allowed in the remarks.
Is there a limit to the number of images I can submit to the Association for a listing? ▲
The Association offers a photo service that will add one image per listing. In the data entry portion of the listing there is an area for ‘take photo’. By marking ‘yes’ one exterior photo will be taken for you and uploaded free of charge. Note! Photos are only taken for listings in the Cedar Rapids photo area. A Polaroid may also be submitted for scanning but be sure to include the Listing Address, ML# and a return address if you would like the photo returned. All other images must be taken and added on your own.
How do I upload images for my listing? ▲
From the Tools page, click on ‘Images’ to expand the section, then click ‘Listing Images’. The Listing Inventory > Listing Summary page opens.
Search for a listing: click on the Search for a listing link and perform a search. Enter the MLS number in the Find a listing by ML # field, then click the arrow button.
From the Search Results page, select one property then click the List Images with Selected Record button. The images (if any) are loaded in the Images section of the Listing Summary page. The Property type Address ML# and Status of the listing are displayed in the top left corner of the page. NOTE! You may find the Images are locked, which means you do not have sufficient administration rights to edit them.
Click on a frame to highlight it. A blue outline appears around the selected frame.
Do one of the following:
• click the Add New Image link in the selected frame to browse for a new image, add comments and select an image name.
• click the Edit link in the selected frame to change the image, comments, image name, etc.
• click the Delete link to delete the selected image from the listing. The image is deleted from MLXchange, but NOT from your computer.
• click the Reorder Image arrow buttons to rearrange the position of the selected frame in the series.
NOTE! If you can’t view the image, you may need to add the web site’s URL to the trusted sites zone in Internet Explorer. Click the ‘Can’t see the image’ link and follow the instructions for assigning a web site to a security zone.
NEW! How do I edit the open fields for my listing? ▲
FIRST, PLEASE VIEW THE MLS LISTING REFERENCE GUIDE LOCATED ON THE ‘MEMBERS ONLY’ SECTION OF THE CRAAR WEBSITE FOR THE OPEN FIELDS GUIDELINES AND MLS VIOLATIONS THAT WILL BE CITED FINES.
1) Click on ‘Tools’
2) Click on ‘Listing Manager’
3) Click on ‘Listing Maintenance’
4) Locate your listing by searching or enter the ML#
5) When the listing pulls up, click on ‘Edit’
6) This will open the listing and the open fields will be available to edit. The fields that are not open are grey and only editable by the MLS Office Staff.
7) Edit the data. (Note! The Open Fields Rules Below)
8) Down in the bottom right hand corner. Click on ‘Submit’
9) You’re done!
Open Fields Rules
The open fields have rules for the type of information that may be entered. They also have character limits. For example, the remarks section will only allow 936 characters including spaces. The types of fields include drop-down, numeric-only, buttons, and alpha-numeric fields. (Note! When copying/pasting remarks from other programs such as Word, occasionally the system does not recognize or translate character symbols such as commas, apostrophes, dashes, etc., specifically if they were typed in unrecognized fonts. Before completing the entry and closing the remarks field you must go through individually to delete and re-type these characters.)
You may only choose from the selections provided in the drop-down menus. This includes:
· Association Fee Frequency
· Master Bedroom Level
You may only enter numbers into these fields. These fields have a character limit which displays when entering data. This includes:
· Street Number
· Zip Code
· Owner phone (must enter dashes)
· AGF sq ft
· LL sq ft
· Association Fee
· Year Built
· Taxable Value
Buttons are selection fields. You must choose one option. These include:
· New Construction (y/n)
· Bath off Master Bedroom (y/n/don’t know)
· Basement (y/n)
In these fields you may enter both numbers and letters. These fields also have a character limit that displays as you enter data. This includes:
· Street Name
· Unit #
· Parcel #
· Legal Description
· Lot Size
· Agent Remarks
· Garage Size
· House Size
· Special Instructions
· Virtual Tour Link
How do I correct the location of my listing on the map? ▲
Go to Tools> Listing Manager> Click on Listing Maintenance
Locate the listing and click on ‘Edit’. Click on the ‘Map Property’ button at the bottom of the screen. On the map, click the correct spot where the listing should be located. The pin will move to that spot. Click ‘OK’. Click ‘Save’.
Who do I contact with technical issues with MLXchange? ▲
Any technical issues should be reported to MLXchange support. Support is available Mon-Fri from 7:30am – 7:30pm and Sat-Sun 7:30am – 2:30pm. The toll free number is 888-825-5472.
How do I change my personal contact information in MLXchange? ▲
Click on ‘Settings’ in the upper right hand corner of the MLXchange Home Page. There are several customizable options in your personal settings. For corrections to your information in the MLXchange listing database, you must contact the association office.
How do I get help with MLXchange? ▲
The Association offers MLXchange workshops and training. Check the Online Reservations, CRAAR Calendar or the Realtor® Technology Training web page for the next available class.
There is also a ‘Help’ feature on MLXchange. By clicking on ‘Help’ in the upper right hand corner, you may access Marketlinx Support Central. It contains online training, tutorials and a searchable ‘Help’ database.
You may also call MLXchange Support at 888-825-5472. The support hours are Mon-Fri 7:30am-7:30pm and Sat-Sun 7:30am-2:30pm.
How do I modify the Automatic Notification Settings if I want to only send the client the property and not my MLXchange website? ▲
Determine how you want your clients to view e-mails that contain properties
From the “home page” on MLXChange go to “settings” located in the top right hand corner
Click “Emailed Reports”
Select how you want to send your clients listings – here are your options: Within Agent Web Pages (which is now being called “Client Gateway”) -or- Send link to selected property report(s)
Any new properties sent to your clients will be sent in the manner you have selected. If you still want them to see your agent webpage (Client Gateway) you’ve set up for that client, just send them the link, you can find that in the client record.
What do I do if addresses are not showing up when your client sees the property lists in the Client Gateway? ▲
Go to Settings from the home page
Click on Personal
Click on Agent Web Page Setup
Then on the left side of the screen, the third selection down is “View the site rules” click that link
Towards the bottom are “Settings that you can override”
You will find the option to “Show Property Address” right at the top. If the box is checked your client will see the address on your webpage.
Support Contact Information ▲
Support Line 1-877-699-6787
Email [email protected]
Support Line 1-888-825-5472
GeoJet Support Email
Cedar Rapids Area Association of REALTORS®
1860 1st Ave NE
Cedar Rapids, IA 52402
Phone (319) 363-9604
Fax (319) 363-0892
VP of Operations – Melissa Olson
Accounting/Billing, Education, Member Transfers, Database Management, Affinity Programs, Coordinates New Member & MLXchange Product Training, Membertalk/Unplugged
MLS Office Manager – Joan Holmes
Listing Management & Maintenance, MLS Policies & Procedures
MLS Office Assistant – Raychel Ellwood
Listing Input & Maintenance
Administrative Assistant – Wannette Smith
Supra KEY/KeyBox Management, CRAAR Website Maintenance, Calendar and Online Reservation Maintenance, MLS Office/MLXchange Assistance, Forms, General Office & Committee Correspondence
Association Executive – Kevin Platz