Frequently Asked Questions

Need a quick answer? Check our FAQs below to see if we can help.

Click the questions below to reveal the answer.

A: Download the following document for an illustrated set of directions on how to activate your searches.



A: Lock boxes must be unassigned in your account at suprakey.com. You need to log into their site using your login and password, view your lock box inventory, and DELETE all lock boxes no longer assigned to your listings.


A: Click the button below for more information about how to open the device with your smartphone.



A: This is not a Supra issue. This is an indication that the previous agent has not removed the lock box from their listing within the WPML operating system. The only time a lock box is removed “automatically” is when a listing status is changed to “X” or “S.” A “W” status does not change the SHOW field. The office AA can run an inventory of lock boxes to determine where the problem lies.


A: Lock boxes operate on timed entry (in most cases). Make sure that you are attempting entry during the proper show times. Standard Time: November-March 7 a.m. to 8 p.m. and Daylight Time: April-October 8 a.m. to 9 p.m. If the box fails to open or you receive a screen display that says “searching,” contact Supra for assistance at 1-877-699-6787.If they determine the lock box is malfunctioning, ask for a REFERENCE #. You may then cut the box off the listing and send it to WPML with the REFERENCE #, a memo citing the issue, and the Office ID#. If you send the box in without the REFERENCE #, a replacement fee will be levied.


A: Your key is Supra equipment, so Supra should be called: 1-877-699-6787. If the key is defective, they will provide you with a REFERENCE #. You then call West Penn Multi- List, Inc., 412-367-5860, and we will issue a replacement key.* Call the office prior to stopping for your replacement key.


*Terms and conditions apply. Replacement for a defective key will be made as long as the key was not defaced or damaged.


A: Email addresses need to be updated in Matrix. To change your email, log in to Matrix at wpn.mlsmatrix.com


  • Go to Input > Roster > Edit existing .
  • Enter your User ID in the field Agent Username to Modify and click modify.
  • Select Agent Edit.
  • Update your information.


A: You will need to clear your temporary internet files in order for the new picture to show.


  • On your browser, in the top right corner of the screen, click the tab that says Tools or the Gear icon.
  • Next, click on Internet Options. Under Browsing History, click the Delete tab.
  • On the menu that appears, UNCHECK the boxes labeled Preserve Favorites website data, Passwords, and Tracking Protection. Everything else should have a check mark in the box. Click DELETE.
  • Log out of MLXChange and close down all internet windows.
  • Reopen MLXChange and pull up the listing. The new front image will appear.


A: Training classes for Matrix are held every Wednesday from 9 to 11 a.m. at the West Penn Multi-List office. To reserve a seat in a session, please contact Megan LaScola at 412-367-5860 or register from the Technology page of this site. 



A: Users can access WPML information by opening the internet browser on their device and go to wpn.mlsmatrix.com. You can also download the GoMLS app from the app or google play store.

Still Need Help?

Please call us at 412-367-5860.

Or email us at inbox@westpennmls.com


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