This guide is for property managers using Codebox lockboxes with LetHub self-showings. It covers the most common lockbox issues we help with: what the status icon colors mean, the "not compatible" error when adding a box, transfers that never arrive, code-generation errors on new boxes, and where to add custom lockbox-location instructions.
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What the lockbox status icons mean (orange vs. blue)
Once a unit is set to self-showing, all future appointments require ID verification before the tour is confirmed. The lockbox icon on the appointment shows where that verification stands:
Orange lockbox icon — we're waiting for the lead to complete the ID-verification process, so their tour is still pending.
Blue lockbox icon — the lead has completed verification and their tour is confirmed.
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Adding a lockbox says "not compatible"
If you try to add a Codebox lockbox in LetHub and get a "not compatible" error, it means that box's serial number is not yet registered in LetHub's system - it needs to be transferred in from Codebox first.
To transfer the box to LetHub:
Register the lockbox on Codebox.
Submit a Transfer Request with Codebox -mand in the "new service provider" field, enter LetHub. (This step is critical - see the next section.)
Wait for the transfer date.
Add the lockbox in LetHub again.
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My transferred lockboxes never showed up in LetHub
If your transfer date has passed and the boxes still won't add, a known cause is the transfer form itself: if the "to" (new service provider) field was left blank, the transfer never routes to LetHub at all - and it fails silently.
What to do:
Contact LetHub support. We can check whether your lockbox serial is registered in our system, and we can call Codebox directly on your behalf.
If the form was submitted without the provider field filled in, resubmit the Codebox transfer request with "LetHub" entered as the new service provider. Codebox can expedite the transfer on a corrected resubmission.
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Code-generation error on a brand-new lockbox
If a recently purchased lockbox keeps returning an error when you generate a one-time code - even though it's powered on, in control, and correctly assigned to a property - the box likely wasn't activated correctly in LetHub's backend. This was a known issue affecting recently purchased boxes.
The fix happens in LetHub's backend:
Contact LetHub support with the lockbox serial number(s).
Support will activate the box(es) manually in the backend.
Try generating a code again - in a reported case, the customer confirmed code generation worked after support's backend fix.
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Adding custom lockbox-location instructions (the gate access code field)
Want to tell renters where the lockbox actually is (for example, on the hose bib to the left of the garage rather than the front door)? Use the gate access code field on the property:
Go to the Properties tab and click the property.
Scroll down to the bottom of the property detail page.
The gate access code is the last field before the property photo.
Delete the placeholder "Gate Access Code:" text and replace it with your custom lockbox-location instructions.
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Still stuck?
Reach out to us at [email protected] with your lockbox serial number(s) and the property involved - we can check your boxes directly in our system.
How one-time codes behave
Every one-time code is unique to the lead it was issued for, expires 2 hours after its showing window, and can never be reused. If a prospect needs to come back later, they simply book again and receive a fresh code.