Managing Residents

All of the steps and actions outlined below are taken to manage Residents. Actions taken to manage Staff and Visitors will be outlined in separate sections.

Read Keys for Information

If you are in possession of a key, and you don’t know anything about it, you can scan it quickly to get the details.

1. Navigate to the People screen.

2. Click Read Key for Info.

Open

3. On the pane appearing on the right-hand side, select your reader and click Next.

Open

4. Place the key on your reader and click Read Key.

5. When the key is successfully read, the details will display in the pane.

Viewing a Resident’s Information

This menu is useful to gain a quick overview of Resident information. Note that Resident management (e.g. move-in, move-out, creating smart keys, etc.) can also be done through the Places tile.

Click the arrow to the right of the word Residents to view the list of Residents.  A searchable list of Residents with unit numbers and a Mobile App indicator button will appear. Here, you can select the name of the Resident to view detailed Resident information.

Moving In a Resident

For properties with PMS integrations, your PMS will move your Resident in for you. If you have the Future Resident Syncing feature turned on, the Resident will populate in the future Residents menu in advance of their move-in date, then automatically move to the Residents menu. The Resident’s mobile access will be granted either automatically or manually at this time, based on the settings of the Property Integrations menu in STRATIS. Note: this setting is enabled by default and should not be turned off unless requested by Support.

Residents who have a sync error will be listed at the bottom of the People menu, along with a button allowing you to see sync error types. Property Administrators can use that information to diagnose and correct sync errors that originate within the PMS. The sync automatically takes place every four (4) hours in STRATIS, but can done on demand by pressing the Sync Residents button.

For non-PMS properties:

1. Select Places, followed by the correct Unit, group, or building. 

2. Select the floor, and the desired Unit. 

3. Select Move In and enter the Resident’s first and last name.

4. Choose if you wish to send mobile activation emails to your Resident.

a. If you’re sending an activation email, select the checkbox Send Mobile Activation.

b. If your property has amenities and uses Brivo for its access point solution, select +Add Amenities, then +Add Resident.

c. If you’re choosing not to send activation emails, and your property doesn’t have Amenities, select +Add Resident. If you’re choosing not to send activation emails and you do have Amenities to add to this Resident, select +Add Amenities, then +Add Resident.

Granting Mobile Access

Granting initial mobile access with a mobile key typically happens during the move-in process for a Resident. If you need to grant or remove a mobile key after you’ve moved a Resident in, follow the these steps.

1. Select Places, followed by the correct unit, group, or building. 

2. Select a Resident, and their user profile window will appear.

3. Confirm the Resident’s email address.

4. Select Grant Mobile Access.

5. Select Save.

6. Select Confirm. STRATIS will send an activation email to your Resident.

a. The next time that you enter this unit and select this Resident’s profile, options will appear for resending the activation email and resetting their password. 

b. STRATIS only allows one phone on each Resident’s profile at one time. If the Resident purchases a new phone or chooses to log in via another device like a tablet, you need to select the option Reset Account Device before the Resident can log in on the new device or phone. 

Resident Keys

Assigning Resident Keys

1. Click on the Resident’s record, and the user aside will appear on the right.

2. Click Manually Input.

3. Ensure the USB scanning device radio button is selected.

4. With your USB enrollment device plugged into the PC, click into the text box and then place your smart fob / card on the enrollment reader.

5. Once the value has been entered, click Create Key, then click Close.

Returning or Canceling a Key

This option allows you to return a key (if you have it in your possession so that you can re-assign it to another resident) or cancel a key (if you do not have possession of the key to prevent unauthorized access).

1. Navigate to the People Menu or the Places Menu (then select the building and unit), click Return or Cancel a Key, and the side pane appears with two options:

• Click I have the key if you possess the key:

  • Click Next.

  • Select your reader from the list.

  • Click Next.

  • After you receive the confirmation, click Return Key.

  • Place the credential on the reader and wait for the three (3) beeps. Click the Close button to complete the process.

• Click I do not have the key if you don't have possession of the key:

  • Select a key from the list. The name of the key holder is listed below the key identifier. You can enter a full or partial search string in the Search Key Owner... field to locate a particular key.

  • The Cancel Key? pane appears. Make note of the warning message indicating that you will need to connect to the lock after the process is complete to ensure that the lost fob will no longer work.

  • Click Cancel Key to complete the key cancelation in the Management app. The pane will close, and you will see a Key has been successfully canceled message appear briefly at the top of the page.

Updating Resident Emails

Non-PMS Synced Residents

If you update the Resident’s email address in STRATIS when that Resident has already moved in, you’ll need to first revoke mobile access. Then, after editing their email address in STRATIS, grant mobile access to that new email address, and have the Resident log in to the STRATIS Mobile App on their phone with their new email address.

PMS-Synced Residents

Email addresses for Residents who have already been added to STRATIS must be updated in your PMS directly. Doing so will automatically update the email in STRATIS as well, as STRATIS and your PMS are synced. This will happen regardless of whether your Resident’s account has been activated or was invited. This Resident won’t be kicked out of their STRATIS Mobile App at the time of switch, but would need to log in with their new email address the next time that they naturally had to log in to the app.

Moving Out a Resident From a Unit

For PMS-integrated-properties, any Resident who has been synced over from your PMS will be listed in the People menu with the beginning two letters of your PMS system - for example, RE for RealPage, YA for Yardi, or EN for Entrata. Manually-created Residents will have an X next to their listed name and can be moved out manually. These Non-PMS synced Residents will also have a move-out option listed for their profile in the Places menu. If you attempt to move a synced PMS-integrated Resident out via the Management App, an error message will appear at the top of the screen.

When a Resident on a PMS-integrated property is automatically moved out, the STRATIS Mobile Key is automatically revoked. If the Resident had setup a PIN with the STRATIS mobile app, upon move-out of that Resident, a turnover lock reset ticket will be generated within the Tickets section of the Chirp admin panel. This ticket serves as a reminder for Staff to visit the lock and perform a sync with the STRATIS mobile app. The ticket will be marked as resolved once a Staff member has performed the sync and the former Resident’s PIN has been invalidated. Make it a part of your property’s workflow to visit the unit’s smart lock and perform a sync after every move-out.

To move out a Resident who is NOT synced with your PMS

1. Select Places.

2. Select the Resident’s building and unit, followed by their name.

3. In the right-side menu that appears, select Move Out.

4. Select Move Out again in the new screen that appears.

5. If the move-out is successful, you’ll see a blue confirmation banner in the middle of your screen.

To move out a Resident who is synced with your PMS

1. In your PMS, move out your Resident.

2. If a PMS sync was run automatically, the former Resident will be absent from the People list.

• If the former Resident still appears, you can press the Sync Residents button to expedite the process and notice they subsequently disappear from the people list.

Update Resident Information

Resident information can only be updated for Residents not synced with a PMS. Residents synced with a PMS must have their information updated in the PMS.

1. Select Places.

2. Select the correct unit group or building.

3. Select the floor, then the desired unit.

4. Select the Resident’s name. 

5. Edit the name or contact information.

6. Click Save.

Resident Parking and Garage Access

Your Residents might have garage/parking access, which will require a physical access credential and not a mobile key. This credential could be a parking tag, sticker, etc., depending on your property’s setup.

Manually add this credential to your Resident’s profile in the STRATIS Management App once they’ve been successfully moved in.

When your Resident is moved out, their parking credential access is revoked and will no longer grant access.

To manually add the parking credential:

1. Select Places.

2. Select the Resident’s relevant building, floor, and unit.

3. Select the Resident’s name from the drop-down menu. In the Resident menu that appears on the right-hand side of your screen, scroll down and select Manually Input Credentials.

4. In the New Resident Credential menu, you’ll have the option to choose amenities if your Resident is entitled to these amenities. If no amenities apply, select Confirm. Or, once amenities are selected, Confirm.

5. You’ll be prompted to enter the following information into the red-bordered fields in the new menu screen:

a. Enter Facility Code: This number should appear on the box of your parking tags or stickers and is the same for each badge or sticker in that box. If you do not know this, please contact the supplier.

b. Confirm Facility Code: Reenter the information to confirm.

c. Enter Badge ID: This number is on the individual blank badge or sticker. Each item in the box will have a different badge ID.

d. Confirm Badge ID: Reenter the information to confirm.

6. Select Create Key.

7. Select Make Key.

Wait several seconds and you’ll see a confirmation message that the parking credential has been successfully created.