Password Reset Emails and Invitation Emails
Residents must activate their accounts before they can sign in to the app. The invitation email includes an activation link. The link appears as a blue button that says Activate your account here. During activation, residents create the password they will use to sign in.
Password reset emails are used when a resident has forgotten their password or needs to change it. A resident cannot reset a password if the account has not been activated and no password exists.
Manually Added Users and Integrated Users
Manually added residents can self-register to create an account. They will need the community code, which you can find in the admin console under settings > communities.
You can also add residents manually in the admin console.
Integrated users do not need to self-register. Their information is imported from the integration partner platform. They only need to activate their account using the link in the invitation email. The link appears as a blue button that says activate your account here.
App Status Indicators
In the admin console under Residents > Users, you will see a table of all resident accounts. Next to each name is an app status indicator. This indicator shows the current access level of the account.
Not invited: The account exists, but no invitation email has been sent. The account is not activated.
Pending activation: The invitation email has been sent, but the account has not been activated.
Activation expired: The activation link has expired. A new invitation email must be sent. The account is not activated.
Live: The account has been activated. The resident can access the app.
Activation Link Expiry
The activation link in the invitation email will expire after seven days. This is a security measure. After expiration, the status changes from Pending activation to Activation expired. You must send a new invitation email.
Common Login Issues
Refer to the following information for common login problems.
Android 14 Compatibility
From August 2024, Google requires all new apps on the Google Play Store to target SDK level 34 or higher (Android 14 and above). The app is not compatible with devices running Android 13 or lower. This requirement ensures compliance with Google’s terms and policies.
Residents who cannot update their device to Android 14 can access the app through any browser via the online portal. The online portal includes the same functionality as the mobile app.
To check device compatibility or update Android, residents can follow these instructions.
For more information about Google’s policies, see this article.
Not sure what your online portal link is? Contact us at [email protected]
Australian Region Only
The app is available only in the Australian app store regions. Residents cannot download the app if their app store region is set to another country. They can still access the online portal as described above.
Password Requirements
If residents cannot set a password, ensure the password meets all requirements:
At least 8 characters
At least 1 uppercase letter
At least 1 special character (such as @ * & $)
At least 1 number
Using Version 2 by Mistake (Migrated Customers Only)
Residents may sometimes use an incorrect app version. You can confirm the version on the login screen. The version number must show v25.0.0 or higher. If the version is lower, the resident is using Version 2, which is no longer supported.