Unlock issues are rare but stressful when they happen. Most are fixed in under a minute by double-checking the obvious. If they're not, message us in chat — or for urgent help right at the trailer, call (615) 850-3751.
First, double-check the basics
Most "can't unlock" situations come down to a small thing:
Right trailer? Look at the trailer's identification (Stock ID or VIN visible near the keybox) and compare to what's shown in your booking app. If there are multiple trailers at the pickup location, you may be at the wrong one.
Right keybox? The keybox is on the driver side of the trailer, near the front, mounted low on the main beam. Not on the tongue, not on the side rails.
Right code? Look at the access code in your booking app exactly — sometimes it's easy to misread an 8 for a 6 or a 0 for an O.
Tap each digit firmly. The keybox's PIN keypad needs a deliberate press; partial presses don't register.
Tap the unlock symbol after entering the code. The keybox needs the "OK"/unlock tap to confirm.
If the keybox displayed a "wrong code" indication, try the code again. Three or four wrong attempts in a row may temporarily lock the keypad for a minute — wait, then try again.
If still locked
In the booking app, look for a "Generate new code" or "Get a new code" option. Sometimes a fresh code regenerates and the old one stops working. If that's an option, try a new code first.
If you still can't get in, it's time to reach us.
Contact us — chat or phone
Chat (fastest for non-urgent): start a chat at midtntrailerrentals.com or help.midtntrailerrentals.com. Tell us your booking number and what's happening.
Phone (urgent at the trailer): call (615) 850-3751. We'll work through it with you on the line.
We can:
Confirm your code is right and re-issue if needed
Walk you through any keybox quirks (rare but real)
Manually unlock the keybox remotely or in person if needed
If pickup is delayed more than 30 minutes
If the unlock issue takes longer than 30 minutes to resolve and you're not on the road by then, we'll work out a fair remediation — usually a prorated refund of the lost time, a reschedule of the pickup window, or both. We won't charge you for time the trailer wasn't accessible.
The goal is to get you working as fast as possible. Unlock issues are infrequent, but when they happen, we handle them quickly.