Please Note: This article is written for property management. If you are a resident currently experiencing a lockout, please contact your property management or maintenance team to assist. If you have questions about your fob or the Homebase Resident app, contact the Homebase Support team at support@homebase.ai, or via the live chat in your app.
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Homebase Will Never Unlock A Door for a Resident
The Homebase Support team will do their best to assist residents and visitors who may be experiencing difficulties unlocking a door, but for purposes of security, we will never directly provide access to an individual. If a true lockout is taking place, the resident or visitor is directed to contact local/onsite staff to assist.
If a resident contacts Homebase Support because they are locked out of their unit, the Homebase Support Team will follow the protocol outlined below:
Confirm that the resident is in an active stay in Homebase.
Homebase will not assist or advise an individual if they are not currently in an active stay. The individual will be instructed to contact Property Management to request help or request that their stay be activated.
Confirm that the resident has their fob and/or mobile device on their person.
If the resident has lost or forgotten their fob and/or mobile device, Homebase Support will instruct them to contact Property Management for assistance.
Assist the resident in standard troubleshooting steps.
If the resident is encountering issues with either their fob or the Homebase Resident app, the Homebase Support Team will walk them through routine troubleshooting steps to resolve the issue.
Instruct the resident to contact Management or Maintenance if the standard troubleshooting steps do not resolve the issue.
In cases where the lock must be reset or replaced, the Property Management or Maintenance staff will be responsible for responding to the resident lockout. Training and support documents for troubleshooting and/or replacing a lock is provided to all Property Staff. Homebase Support is also available to walk staff through the Maintenance troubleshooting steps.
Let us know if you have any questions, we're here and happy to help!