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      F.A.Q. and Troubleshooting - Self-access showings

      This article answers frequently asked questions and troubleshooting techniques for self-access showings using the Codebox system.

      The website is not allowing me to schedule a showing (out of the geolocation threshold)

      In order to schedule a showing please make sure you have your location settings enabled on your desktop or mobile device. The ShowingHero platform uses a geolocation system and if you are not in the Charleston area, it will not allow you to schedule. For security purposes, you will need to wait until you are physically in Charleston to schedule your showing. Self-access showings are available every 30 minutes between the hours of 8AM and 8PM and same day appointments are always available.

      I did not receive confirmation for the showing


      Confirmation and Access Instructions:

      • Email Confirmation: You will receive an email from ShowingHero containing important information to confirm your property showing appointment. Please make sure to check your email and spam folders for this confirmation.
      • Read and respond to all notifications. You will receive a text message with instructions on how to access the property closer to your showing time.
      • Property Arrival: On the day of your showing appointment, arrive at the property at the scheduled time, not before or after.
      • Upon arriving at the property, please ensure that your device’s location settings are enabled as it is required to receive the code. 
      • Once you arrive at the property, send the serial number of the lockbox via a text message to the following number: 855-472-9564. While entering the serial number, please enter only numbers and not any letters or special characters, for example you would simply text 10004400.
      • Once you send the lock box serial number you will receive the code via text AND via email. If you do not receive it via TEXT, please check your email (including your spam folder.) 
      • Once you receive the code, please enter the code on the number pad of the lockbox and then press enter. Once you have pressed enter with the correct code, the lock box will display a message saying "Push and Release Door". At this time, you must press the section above the lockbox number-pad where you see a sticker with a logo (where it says press here to open). If done correctly, the front part of the lock box will release or swing open, so you can access the keys and enter the property.

      I put in my credit card, but the system rejected it. I still got a text from my bank confirming the transaction


      If within business hours (M-F, 9-5):
      • Send an email with the word “urgent” in the subject line to showings@charlestonpc.com. 
      • Send a text message to 843-438-6628 and we will assist you as soon as possible.
      • Try using an alternate card
      If outside of business hours:
      • Try using an alternate card. If this fails:
      • Send an email to showings@charlestonpc.com and we will respond to you within the next business day with a resolution.

      I am at the property and have not received a code to access

      • Ensure you have confirmed your showing by following the instructions sent to you by email. 
      • Ensure your location settings are enabled on your mobile device.
      • Ensure you are using the mobile device used to register your showing. You may not receive an access code using an alternate mobile number.
      • Ensure that you have arrived at the appropriate date/time. You cannot receive an access code outside of the designated showing time. If you are late to your showing and miss the scheduled time, you will need to confirm a new appointment.
      • Follow all instructions sent to you via email/text. To receive an access code, you must send the serial number of the lockbox via a text message to the following number: 855-472-9564.
      • If the steps above have not resolved your issue, please contact us at showings@charlestonpc.com and we will respond within 1 business day.

      The Codebox is not opening

      This video tutorial shows the steps required to open the Codebox

      The Codebox is jammed 

      Please contact us at showings@charlestonpc.com and we will respond within 1 business day.

      There is an error message on the screen of the Codebox

      Please contact us at showings@charlestonpc.com and we will respond within 1 business day.