Supra is pleased to announce a new time-saving, streamlined process for eKEY® app users to reinstate their account if they are in past-due or collections status. Keyholders who pay their key fees directly to Supra will have the ability to make a payment and reactivate their eKEY account through easy, self-serve steps. They no longer need to contact Supra support to get up and running!
When is this starting?
As early as the week of December 6, the Supra call center will direct keyholders to a self-serve payment process.
Why is the process changing?
Along with upcoming changes to our billing system, Supra continues to identify opportunities to simplify our processes, save time for agents and organizations, and protect users’ financial information.
How does it work?
When a keyholder is past due, they can use the payment management feature in the eKEY app to bring their account current and reinstate their eKEY account.
eKEY app users who are in arrears will see a red warning box over the Obtain Key button, which states that their payment is past due and that a late fee may apply, if applicable. Upon clicking either notice, the app will take the user to the payment management screen where they can pay their bill with the card on file or set up a new card. The system confirms payment and the eKEY account will automatically update so the keyholder can resume using it right away. There’s no need to contact Supra support.
Which eKEY app version do keyholders need?
Make sure your keyholders download the latest eKEY app from the App Store or Google Play to access this feature and keep their eKEY functioning optimally. The versions that include the new self-serve reinstatement process are:
- eKEY for iOS: 5.3.3.488
- eKEY for Android: 5.3.3.408
What is changing in SupraWEB?
SupraWEB will allow the keyholder to log in to the system when they are in arrears instead of referring them to Supra support. The Billing screen enables the keyholder to pay the account balance and update future payment information.
NOTE: we’ve removed the SupraWEB icon from the eKEY app home screen to allow room for coming features. Keyholders may still access SupraWEB in the app by clicking on More (…) in the lower right corner of the app.
How does this impact Supra administrators?
As an alternative to self-serve, you may want to assist keyholders with reactivating their eKEY account. Administrators now have two options to support reinstating keyholders:
1. Payment authorization code: Generate an authorization code in SupraNET which allows a past-due keyholder to update their payment information through the eKEY payment management screen. The keyholder’s access to open lockboxes will be restored only when the required payment is made.
What will admins see in SupraNET?
Instead of a system message about the keyholder not paid, Supra administrators will see the following message to reactivate the keyholder:
The keyholder’s Supra fees are past due. The authorization code below will allow the keyholder to reactivate their eKEY to make a payment in the eKEY Payment Management screen. The Keyholder’s access to open lockboxes will be restored only when past due fees are paid in full.
2. Manually process payment: In the Billing tab, select the link to “Remove Keyholder from Collections”, which enables administrators to process the payment and reinstate the keyholder without calling Supra.
What will admins see in SupraNET?
Instead of a system message to call Supra to reactivate the keyholder, Supra administrators will see the following message:
The keyholder’s Supra fees are past due. To reactivate, you can enter payment information on the Billing Tab, or the keyholder can make a payment in the eKEY app under Payment Management.
Commitment to our partnership
We expect this self-serve payment process will reduce billing-related phone calls to both your organization and Supra, ultimately improving member experience. It also helps protect keyholder personal and financial information, as they can enter their payment details directly. This change is another step in updating and automating our business systems to better support you and your members. We look forward to sharing more enhancements as our systems evolve to efficiently deliver expanded digital offerings.
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