If a resident isn't visible in the dashboard, follow these steps to diagnose and resolve the issue:
1. Verify Resident Approval in the Property Management System (PMS):
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Check PMS Status:
- The most common reason a resident doesn't appear is that their application or lease hasn't been fully approved in the Property Management System (PMS).
- Log into the relevant PMS (e.g., Yardi, RealPage, etc.) and confirm the resident's status.
- Ensure the resident's lease is marked as "Approved" or "Active."
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Action:
- If the resident is not approved, inform the property staff that they need to finalize the approval process in the PMS. Once approved, the system should synchronize and display the resident.
2. Manual Import of New Resident (If Applicable):
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When to Use:
- If the resident is confirmed as approved in the PMS, but still isn't showing up, a manual import might be necessary.
- If a new resident has just been approved, there might be a delay in synchronization.
- If you wish to send the Welcome Letter Invite immediately after approval (before the standard two-hour synchronization) a manual import will help expedite the process.
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How to Import:
- Navigate to the "Residents" page within the dashboard.
- Click the "Import new residents" button located at the bottom of the page.
- The system will then import any newly approved residents from the PMS.
3. Check Lease Start Date:
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Lease Start Date:
- Verify the resident's lease start date in the PMS.
- If the lease start date is in the past, residents will only appear under "Lease Started" or "All" sections of the dashboard.
4. Deleted/Canceled Residents:
- If a resident is deleted/canceled, the invite is canceled. If this was done in error, please contact our support team at support@updater.com or by going here.
- Please note: it may take a few days to restore a resident. Please make sure you are 100% sure before deleting a resident.
5. Application Approval Time Limit:
- Residents no longer display once it's passed 5 months after their application approval date.
- If you need to locate a resident that previously displayed and was not canceled, please contact our support team at support@updater.com or by going here.