Overview
A resident can only have one active stay associated with their account at a time. WiFi services are tied to the resident's active stay and unit assignment.
Granting a resident access to an additional unit does not transfer their WiFi service.
Common Scenario
A resident is moving from Unit A to Unit B.
If the resident is simply granted access to Unit B while their active stay remains in Unit A:
Their WiFi service will remain associated with Unit A.
The resident may be unable to connect to WiFi in Unit B.
The resident's WiFi service will not automatically transfer to the new unit.
This can create confusion because the resident may be able to unlock and access Unit B, but their internet service is still associated with their original stay.
How to Transfer WiFi Service to a New Unit
To properly move a resident's WiFi service to a new unit:
Complete the resident's unit transfer in Homebase.
Move the resident out of their original stay.
Move the resident into the new stay/unit assignment.
Once the transfer has been completed, the resident's WiFi services will be associated with their new active stay.
Important Notes
Residents can only have one active stay at a time.
WiFi services follow the resident's active stay, not individual access permissions.
Granting temporary access to another unit does not move WiFi service.
Depending on the property's network configuration, residents may experience connectivity issues if their stay has not been updated to reflect their new unit assignment.
Troubleshooting
If a resident reports that they can access their new unit but cannot connect to WiFi:
Verify that the resident's unit transfer has been completed in Homebase.
Confirm that the resident's active stay reflects the new unit assignment.
Ask the resident to reconnect to their WiFi service after the transfer is complete.
If issues persist, contact Support for additional assistance.
Frequently Asked Question
Can a resident have WiFi service active in two units at the same time?
No. WiFi services are tied to the resident's active stay. Because a resident can only have one active stay associated with their account at a time, WiFi service can only be associated with one unit at a time.