Requests for Access: Troubleshooting
The problems that actually come up, and what to do about each one.
Last updated
A unit never answered and the work is tomorrow
First check the unit has a reachable occupant, meaning an email address on file or the app installed. If the reminder action reports that no occupants are set up to receive email or push, the original notice never arrived either, and no amount of resending will fix it. Contact them another way and record their answer. Then fix the occupant record so the next notice reaches them.
A recipient says their link expired
Access links do not expire on a timer. The page does stop accepting answers once the scheduled access time has passed, and that is almost always what they hit. If the date has passed, send a fresh request for the new date rather than trying to revive the old one.
Someone says they cannot decline
They received a Mandatory notice, which only offers acknowledgement. That is by design. Explain why entry is required. If it turns out entry was not actually required, that is a signal the wrong type was chosen, and the honest fix is a new Request type notice plus a direct conversation.
Someone wants a different date but has no option to ask
Rescheduling was not enabled on that request. It cannot be switched on afterwards for requests already sent. Either handle the new date directly with them, or send a fresh request with the option enabled.
A request has sat at Pending for days
Pending means the recipient proposed another date and is waiting on your team. Nobody is going to be reminded about it, because it is not their turn. Decide, then tell them. See Reschedule Requests.
The count of units reached is lower than expected
Your Selection step filtered people out. The usual causes are an occupant type filter narrower than intended, a unit search that did not match the units you assumed, or units with no occupants recorded. Send a second request to the missing units rather than assuming the first covered them.
I changed the date and now people are confused
The details and window belong to the ticket and are shared by every request sent from it. Editing them silently changes what every recipient sees, including those who already approved, and nobody is notified. After any material change, send a fresh notice and say explicitly that the date has moved.
Access was approved but the technician still could not get in
The status records the answer, not the visit. Note what happened on the ticket in comments so the history is honest, then arrange a new attempt. The card will keep reading Accepted, which is why the note matters.