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ShowingTime is a widely used scheduling tool throughout the industry — by using ShowingTime, Opendoor is making touring an Opendoor home much more similar to touring any other home on the market and meeting agents where they are.
How ShowingTime Works
How ShowingTime Works
Agents can schedule via ShowingTime and Opendoor automatically creates the appointment. The agent will see access codes and specific instructions about how to use the codes in ShowingTime Secure Access 1 hour before the appointment. ShowingTime Secure Access can be be used via the ShowingTime app and the ShowingTime website.
If an agent is able to do this successfully, they should be able to go through with their appointment without having to contact Opendoor Access.
Why an Agent would contact Opendoor Access
Why an Agent would contact Opendoor Access
The Appointment cannot be automatically created
The Appointment cannot be automatically created
What the agent sees
They receive a confirmation from ShowingTime and then immediately receive a cancellation.
The cancellation tells them to call Opendoor.
What you see
There is no appointment — the appointment was never made on Opendoor’s side
What you should do
Let the agent know: "I'm sorry that ShowingTime didn’t work for you, but I am happy to make the appointment"
Follow the appropriate verification process for the agent as usual
Verify that the listing is available and the agent is allowed to tour
Make the appointment for them if allowed
Otherwise, explain why this home is not available for touring
Why does this happen?
There are various reasons.
Sometimes this is intentional.
If the agent is blocked from touring in our system, we will not automatically make an appointment for them, we want them to call us so we can evaluate the situation.
The property may have just gone into contract so we are not allowing new showings, but MLS isn’t updated yet.
Sometimes this is unintentional. There might be a problem with the data. The engineering team monitors the unintentional errors and fixes them.
Confirmation Email (image below)
Agent does not understand Secure Access
Agent does not understand Secure Access
What the agent sees
The agent may be confused about how ShowingTime Secure Access works. What they should be doing is using either the ShowingTime App or the ShowingTime website.
Starting 1 hour before the appointment they press the “Tap to View Access Details” to see the instructions and relevant codes
We do not share access information earlier than 1 hour before (except in Charlotte & Asheville)
What you see
The agent has an appointment booked in the system
What you should do
If it’s more than 1 hour before the appointment:
Explain that the access information will be provided via ShowingTime 1 hour before the appointment.
Ask if they are familiar with using the ShowingTime Secure Access system
If not, explain that they can view their appointment either in the ShowingTime app OR the ShowingTime website.
If they got a confirmation email, the blue “More Details” button will take them to the correct page of the ShowingTime App or website (Note: They do not have to have the App installed, even though it says that they do).
If they got a confirmation text, there is a link in the text that takes them to the right place
If they are unable or unwilling to use ShowingTime AND it’s more than 1 hour before the appointment, cancel their appointment and book another one. The new appointment will text them the codes.
If it’s less than 1 hour before the appointment
Ask if they are familiar with using the ShowingTime Secure Access system. If not, explain that they can view their access information either in the ShowingTime app OR the ShowingTime website. They need to click the blue “More Details” from their confirmation email (see image) OR the link in their confirmation text
If they are unable or unwilling to view the access information in ShowingTime give them access as you normally would.
Why does this happen?
While many agents are very familiar with ShowingTime, not all are. And some may not have used Secure Access before. If this is new for them, help them through it.
Codes do not work
Codes do not work
What the agent sees
They are at the home and the information we provided them is not getting them into the house
What you see
The agent has an appointment booked in the system
What you should do
Troubleshoot “on-the-doorstep” issues as you normally would. (See troubleshooting section)
Why does this happen?
This is not related to ShowingTime specifically.
Keeping locks working in the real world with many rotating codes to ensure security is complex: Sometimes the locks jam or the system doesn’t work as intended
If there is something wrong with the keypad or lock, remember to submit visitor feedback (even if you're able to provide access via the lockbox)
Can’t find the agent’s appointment in the system
What the agent sees
They have an appointment booked via ShowingTime
What you see
You DON’T see the appointment on the agent’s profile
What you should do
Deal with the agent’s issue as you normally would. If you can’t find the appointment, that’s fine — you can book them a new one. You can try searching by other information (a different phone or email) which may bring up a different profile that the appointment is attached to. If the 2 profiles are actually the same person, escalate to T&S to have them merged.
You can also look at the Viewing Appointments on the address (see “Resale Offers” tab) (Image below). You may see that this agent is labeled as “ShowingTime Agent MLS XYZ” If you find this, edit the agent’s profile to include their correct name and contact info. Do NOT remove the email that ends in @st.opendoor.com, but add additional correct emails that the agent gives you.
Why does this happen?
We don’t always have the right data to link or create a complete customer profile. The “ShowingTime Agent MLS XYZ” profiles allow us to automatically book the appointment for the agent anyway and try to keep them on the “Happy Path”
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