On rare occasion, a prospect or someone on your team might report that the access code for a VaultLOCKS eLockbox unlocked the shackle instead of opening the lockbox. 

To the best of our knowledge, this can only happen one way: the shackle code was mistakenly given to the prospect by someone with access to your account (likely they meant to give out an access code instead).

To confirm this is what happened:

1. Go to the Digital Access History Report.
2. Find the eLockbox by serial number.
3. Look for the date the incident occurred.
4. Confirm there was a code pulled with the description 1 day shackle.

If you are still concerned there might have been an issue, please Submit a Ticket with All the Requested Information.