Dear Supra Customer,
We have seen an increase in calls to our call center about the new eKEY app due to a couple of issues that we want to let you know about.
It has been reported some users are being asked to reauthorize their eKEY app and the app is not accepting the authorization code and giving an Authorization Invalid error. We are working on a fix for this issue but in the meantime the following steps can be done:
- Delete the eKEY app
- Re-install the eKEY app from the app store
- Generate and enter a new authorization code
We are also seeing some instances of keys requiring update codes during the day when the keys are already updated. We have identified a fix for this and will be releasing new versions to the Android and Apple app stores this week. In the meantime, users can generate an update code by logging into SupraWEB at www.supraekey.com or navigating to supraweb.suprakim.com on their smartphone or by calling KIM voice at 1-888-968-4032.
Locked Out Message
We are seeing a few rare instances where a user whose keyholder record is deactivated due to the keyholder being inactive, on hold, or unpaid and their key is locking up. This is caused by repeatedly tapping the Update icon 10 times in a row and results in a Locked Out message. To fix this issue, the keyholder needs to resolve the reason for the key being in a disabled status, then either wait the 60 minutes for the key to unlock or they can reset the authorization by selecting More, About eKEY App, and Reset Authorization, and then enter a new authorization code.
Roster for eKEY Pro
In addition, a new version of the Android app was released to the app store yesterday that fixed an issue with searching on the roster for eKEY Professional users.
We will provide you with further updates over the next few days. We apologize for the inconvenience and appreciate your patience while we work through these issues.
If your agents have any questions, please direct them to call our support line at 1-877-699-6787 or email us at firstname.lastname@example.org.