Access Request Statuses Explained

Every unit's card on the Access Requests tab carries a status. There are four, and one of them is regularly misread.

Requested

The request has been sent and nobody has answered yet. This is the starting state for every request. It is also the state that a reminder is designed for.

Accepted

The recipient approved access for the scheduled window, or, for a Mandatory notice, acknowledged it. Either way, someone confirmed they have seen it and access can proceed as scheduled.

Rejected

The recipient denied access. The work cannot proceed at that unit on that date as things stand. Check whether they left a note, since the reason is often in it, and follow up directly.

Pending

This is the one that catches people out. Pending does not mean waiting for the recipient. It means waiting for you. The recipient has proposed a different date and it needs a decision from your team.

A request sitting at Pending is not a request that has gone quiet. It is a request where somebody answered promptly and is now waiting on the property manager. See Reschedule Requests: How They Work.

Reading the counters

Above the list, the tab summarises how many requests were sent along with how many have been accepted, rejected, and are still awaiting an answer. Use the total as a sanity check straight after sending: if it is lower than the number of units you meant to reach, your selection filtered someone out.

What the statuses do not tell you

A status reflects the answer, not the visit. Accepted means someone agreed, not that the technician got in. If access failed on the day despite an approval, record that on the ticket itself, in comments or activity, because the access request status will keep saying Accepted and will otherwise mislead whoever reads the ticket later.

Removing a request asks you to confirm

Removing an access request now opens a short confirmation naming the home being removed, with Cancel as the default. The request is only withdrawn once you confirm.