Access Troubleshooting

There are several ways for Opendoor operators to unlock a home for a customer that is interested in touring an Opendoor-listed home. Though many teams have the capability of doing this through Admin, it is vital for Opendoor operators to follow a consistent protocol to unlock homes in order to prevent unauthorized access to the home. This standard operating procedure will outline the order to unlock a home for a customer.

All unlocks in Admin will be done using the Customer tab. The door codes, lockbox code and remote unlock button under the Inventory and Listing tabs in Admin should not be used or given to visitors.

Providing access to Opendoor Homes

There will be calls that come through where the individual visiting the property is having difficulty gaining access to the home. In the event that they are having difficulties, you are empowered to assist them with gaining access by following the procedures below.

(Lockbox codes should only be provided to licensed agents, vendors, appraisers and inspectors. NEVER buyers)

Remote Unlock

Try First

Always try this first for verified:

Direct Buyers
Agents
Buyer’s Appraiser
Buyer’s Inspector

Always attempt to remote unlock even if the customer is saying that it is not working as the first step. Confirm the customer is in front of the front door and listen for the door unlocking or beeping.

Send Code Function

Try Second

If remote unlock fails, then use the send code functionality within Admin for verified:

Direct Buyers
Agents
Buyer’s Appraiser
Buyer’s Inspector

The send code functionality will by default send the rotating/flex code, and only resort to sending a static code if there are no flex codes available.

Notate on the profile “sent code via Admin and verbally provided rotating/flex code.”

Flex/Rotating Code

Try Third

Only verbally provide the flex/rotating code if the customer confirms that they did not receive the code. This can be provided to verified:

Direct Buyers
Agents
Buyer’s Appraiser
Buyer’s Inspector

The rotating code needs to be manually retrieved in the tooling by clicking on the get code.

Notate on the profile “provided rotating code XXXX verbally due to send code feature failing”

Static Code

Try Fourth

Only verbally provide the static code if the customer confirms they did not receive the code AND the flex/rotating cannot be retrieved. This can be provided to verified:

Direct buyers
Agents
Buyer’s Appraiser
Buyer’s Inspector

Notate on the profile “ provided static code XXXX verbally due to failure to retrieve rotating code”

Troubleshooting

While rare, occasionally, we will receive a call because the keypad will not stop locking and unlocking itself also we might receive a call due to a lock not engaging automatically after exiting the property, for this follow the process outlined below if you encounter any of this challenges:

Customers Time Out The Lock
Customers Are Unable To Enter Home
Keypad may be on the fritz
Door will not automatically lock

If the caller runs into any of these issues or any additional access-related issues, we want to file the feedback using Visitor Feedback function in Admin.

Visitor Feedback

All access issues and general feedback about the property should be reported in the visitor feedback section located in dmin. To view the visitor feedback section you must do the following:

Pull up the customer profile using customer admin
Scroll down on the right-hand side to the "homes" section, and click "visits"
you will see the option to submit visitor feedback on the right-hand side under "VF"

Feedback we should capture:

What went wrong?
What action was taken to resolve the issue?
What was the outcome?

Viewing Visitor Feedback

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