Why am I receiving “Unmatched Lockbox” emails from ShowingSuite.com?

If you have received an email from Showing Suite.com stating you have unmatched lockboxes, it is because the Showing Suite system was not able to match a lockbox number from a notification email we may receive from SUPRA to a listing inside our system.

The email will state your lockbox number, and since the showing was not synced, you will need to manually enter the showing if you have an active Showing Suite account. You may need to add the listing inside your Showing Suite account to complete this step.

Please visit this article to add a new listing to your account, if you are unsure of how to complete this step.

If you receive these emails and do not have an active Showing Suite account, you may still receive these emails automatically, because SUPRA is sending this lockbox access notification to the connection email address through your SUPRA account.

To stop receiving these “Unmatched Lockbox”, you must remove this email address from your SUPRA account and you will not receive these emails. Please follow the steps below to remove the e-mail address from your SUPRA account.


1. Login to your SUPRA account: SupraKim

2. Select Settings.

3. Under Showing Settings, click General Email.

4. Under Showing Emails:

  1. Uncheck the 'Send me an email when another agent shows my listings' option.
  2. Remove the email address under Also send a copy to (CC:)

5. Press Save at the bottom of the page.


These are automated emails from our system and will continue to be sent if we are notified via SUPRA’s email notification. If the above steps are taken, you will not receive these emails any further, and the Showing Sync process will not function.

My Account

  1. Cancel My Subscription
  2. Can my seller reset their password?
  3. I can't remember my password/username
  4. How do I set my browser to remember my user login?
  5. Having trouble uploading your images?
  6. Can I view an overall showings or statistic report?
  7. How do I change my account password?
  8. How do I add lockboxes onto my listings in Showing Suite
  9. Why am I receiving “Unmatched Lockbox” emails from ShowingSuite.com?
  10. How do I manually add my listing into Showing Suite?
  11. How do I add a seller login page to my website?
  12. Can listings be imported from the MLS?
  13. How do I update my listing information?
  14. How do I update account information (name, address, etc)?
  15. How do I change my current listings' feedback questions to match my global settings?
  16. How does an agent cancel their account?
  17. What are the default emails and when are they sent?
  18. How do I update my account information?
  19. Upgrading My Plan
  20. How do I view my billing history?
  21. How do I see if any of my emails got through?
  22. How do I update my credit card information?
  23. How do I know if Showing Suite Mobile is included in my plan?
  24. How do I set the time zone on my account?
  25. Why am I taken to a missing seller details page when I login?
  26. I accidentally deleted one of my listings, how can I retrieve it?
  27. What can I do if I'm experiencing trouble logging into my account?
  28. How do I add my photo/signature to my emails?
  29. What forms of payment do you accept?
  30. Why has my account been downgraded/canceled?
  31. Why am I having trouble loading the pages on Showing Suite?
  32. How do I access Showing Suite Mobile?
  33. What are the computer requirements for Showing Suite?
  34. Why do my listings have a yellow "!" icon?
  35. How do I change my account password?
  36. Do I need an email account to use the system?
  37. Do I need to download any software to use this service?
  38. Downgrade My Plan

Feedback and Knowledge Base

Our support team is available from:

Monday–Friday, 8am–9pm CST
Saturday–Sunday, 8am–5pm CST

Phone: 800-379-0057
Email: support@showingtime.com

We’re ready to help via call, email or