Problem 1:
The property manager has done New Resident Move-in from the web admin portal and sent an invitation to a new user, and that user has created their new account in the system, but the mobile app does not show any eKeys for them.
This problem will happen if the user creates an account using a different email address than the one used in the invitation sent by the property manager. This will always happen if:
1. User selects Continue with Apple and chooses to Hide My Email.
2. User selects Continue with Email and creates and verifies an account using a different email address than the one that they provided to the property manager.
3. User selects Continue with Email and does Sign up to create an account but there’s a typo in the email address. When this happens, the user will not receive an account verification email.
Solution 1:
When a new user creates their account using the same email address that was provided to the property manager, their account will be auto-populated with their eKeys. In the problem stated here, the new user’s account is something like xyz12345@privaterelay.appleid.com because they chose to hide their email address.
Simply instruct the user to return to the email invitation and tap on the ACCEPT YOUR EKEYS button. After doing that, the user’s eKeys should be visible in the mobile app.
In the case where the user created a new account but does not receive an account verification email, have them start over with Sign up again and be more careful when typing the email address.
Problem 2:
The property manager has done Invite New User from the web admin portal and sent an invitation to a new user. That user has created their new account in the system, but the mobile app does not show any keys for them.
Solution 2:
This problem will happen if the property manager does not select a residential unit when going through the invitation process. The end result is a user account with everything being correct, but no eKeys visible. In the web admin portal, check the user details to see if the user has Direct Access to any unit in Secured Areas. If not, in the User Profile page, add Direct Access to the desired unit.
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