Lock/Key Issues

If you are having issues with the lock or key on the property, we may have a solution for you here.

Issue Categories

Frequently Asked Questions

  • I can’t find the serial number

    The serial number should be displayed clearly at the top of the lockbox. (Please see picture below)
    A set of Rently Lockboxes with shackle and keypad

    If the lockbox resembles the picture above but the serial number is not clearly displayed, the numbers may have rubbed off.

    Please check the back of the box. If you do not see the serial number on the back of the box either, it’s likely not a Rently lockbox. Rently only uses lockboxes with a keypad and the boxes are usually dark blue, black, orange, or light beige in color. We do not use lockboxes that have a number wheel. Often times property managers put 2 lockboxes on the property, 1 for renters and 1 for maintenance workers or realtors.

    Unfortunately, if you do not see a Rently lockbox on the property, you will not be able to complete the showing through Rently at this time. Try contacting the property manager to discuss other showing options or submit a ticket below and someone from our team will reach out to the property manager.

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  • The key doesn’t work

    Look around the property to see if there are any other locks. The key may not be for the door you expect it to be.

    If the key doesn’t work for any of the locks, the property manager may have put the wrong key inside the lockbox. Unfortunately, this means you cannot complete the showing at this time.

    Please contact the property manager to let them know that the key doesn’t work or submit a ticket below and we will alert the property manager for you.

  • There’s no key

    Someone must have forgotten to put the key back in the Lockbox or the property manager has not stopped by to put the key in the box yet.

    Unfortunately, this means you cannot complete the showing at this time. Please contact the property manager to alert them that the key is missing. For immediate assistance, you can click the Chat Now button below or submit a ticket below and we will alert the property manager for you.

    Chat Now

  • Lockbox won’t open

    Do the numbers light up on the keypad? If not, it means the battery is dead and unfortunately you cannot complete the showing at this time.

    If the numbers do light up, it may mean that the motor is jammed. Try pushing down on the top of the box and up from the bottom. By pushing the box together in this manner, it should un-lodge the motor.

    If this does not work, it may mean that the box is not synced properly, and unfortunately, you cannot view the property at this time. Please contact the property manager and let them know so that they can come to replace the box.

    You can click the Chat Now button for immediate assistance or submit a ticket below and someone from our support team will reach out to the property manager for you.

    Chat Now

  • I can’t find the lockbox

    A Rently lockbox looks like the picture below (the color may vary) and is typically on the front door, but in some instances, the property manager may put it in a more discreet location.

    A set of Rently Lockboxes with shackle and keypad

    Please check the listing to see if the property manager left any notes. If not, check the other doors around the property (garage, back door, side door). If you still cannot locate the lockbox, the property may no longer be available for rent, but the property manager did not get a chance to notify us yet.

    Please contact the property manager directly to check the status. You can find their contact info on the Rently listing.

  • The code didn’t work

    First, make sure you put the code in correctly.

    1. For a lockbox, press enter, input the code (numbers only) and then press enter again.
    2. For a Bluetooth lock, press #, input the code (numbers only) and press # again.

    If multiple attempts do not work, this lock must not be synced properly. This means you cannot complete the showing at this time.

    Contact the property manager to let them know the codes did not work. Click on the Chat Now button below to speak with a live Rently agent. You can also submit a ticket below and someone from our team will reach out to you with an update.

    Chat Now