Resident Code Issue - Troubleshooting
A resident may call the property manager stating their code no longer works. A resident's code could fail for the following reasons:
- An invitation lease date has expired.
- The hub is offline/needs rebooting (Contact support)
- The lock stopped communicating to the hub (repair) (Contact Support)
Follow the steps below to identify why a resident code does not function.
Step 1: In the left-hand navigation bar, click on "Assets"
The "Assets" tab will open.
Step 2: Locate the Asset the resident lives in and click on the Address to open the Asset details page.
The Asset details page will display.
Step 3: Click on the "Residents" box.
The "Residents" box will open up. Look at the summary; if a red key icon displays under "Code," click on the "Edit" icon, which will populate the details and allow you to edit.
Step 4: Check the dates of the invitation. If the dates are empty, click the "x" in the top right corner of the Codes box and proceed to the next step.
If dates have expired, validate if the resident has moved out or renewed their lease. If the lease is being renewed, edit the dates and then click "Update."
Step 5: If there were no dates and you closed the screen, look at the Hub box.
If the hub shows that it is "Offline," someone will need to be at the property to troubleshoot. Contact Rently Support.
Note: If the hub shows online, look at the "Lock" box; if the Z-Wave shows a Red "Z," contact Rently Support.
If you need any additional assistance, please contact Rently support at 888-340-6340.