To Do Before Day of Onboard
- On the customer account page
- Check the following on the Service Profile tab
- Turn profile has ALL services
- Addon Approval Method: Customer Performs Approval
- Backup Notification Phone Number: mobile phone number for main approver
Format: +1XXXXXXXXXX - Main Customer Approver: contact who will receive notifications
- Check the pricing configuration and master pricelist contain data (on Administration tab)
- Set “activate portal access” to yes
- Add your contact to the “All Contacts” subgrid
- Create preferences for pros on the property page in Stella
- Check the following on the Service Profile tab
- On each contact who wants portal access (+ your contact)
- Make sure they have “main property” as the correct property we are onboarding (or the management company if linked to multiple)
- Copy their email and go to the “details” tab
- Paste their email under portal access area in the portal email field
- Change “portal access” to yes
- Save the record
- Wait for the portal reset to populate
- Then save and close contact record
**You can send the password reset at this time if you want
- Login to portal to check the following
- Setup Services tab
- Checking that the services are correct and in the right order for the right vendors (ie Rent Ready, In-House, Other Vendor)
- Floorplans + Pricelist
- Checking the floorplans are all listed correctly
- Checking the pricelist is showing the standard services + addons
- Checking the price of standard services is showing correctly
- Start creating a turn to make sure services/addons are showing – DO NOT SAVE TURN
- Setup Services tab
Day of Onboard (usually about 30 minutes before)
- Open each contact record and select “trigger password reset” on the details tab
- Make sure you are still associated to the property and login to portal to have it ready to share
Common Troubleshooting Steps
- Floorplans or Addons Not Showing
- Check the pricelist is created for the account on the administration tab
- Set account status to current
- Deactivate then reactivate portal access on the account
- Password Reset Issue
- Check the email on the contact record is correct
- Ask customer to check their junk/spam folder
- Ask customer if management company needs to approve the email sender
- Deactivate then reactivate their access on the contact and trigger a password reset again
- Error warning at the top of the portal page
- Reach out to Tech