If a resident contacts Homebase support because they are locked out of their unit, the Homebase Support Team will follow the protocol outlined below:

  1. Confirm that the resident is in an active stay in Homebase. Homebase will not assist a resident in gaining access to a unit if they are not currently in an active stay. The resident will be instructed to contact the Property Management to request that their stay be activated.

  2. 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 the Property Management for assistance.

  3. Assist the resident in standard troubleshooting steps. If the resident's fob or Homebase Resident App are not working properly, the Homebase Support Team will walk them through routine troubleshooting steps to resolve the issue.

  4. 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 lock out. 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.

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Related Articles:

Lock Troubleshooting Basics

How to Factory Reset a Lock

How to Replace a Lock

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