If you’ve recently made a change directly in Brivo OnAir recently, such as entering a smart key number, you may have made a mistake during manual entry. If the numbers in STRATIS don’t exactly match the numbers in Brivo, the flow of information between STRATIS and Brivo will break. Check your recently entered information to make sure that it’s correct.

Support Contact Information

Please read through the following before you contact Support, as the fastest way to resolve your issue varies depending on the type of problem you are having:

When to contact your Brivo Integrator

• To order Brivo Mobile Passes

• To order Brivo Parts (readers/fobs)

• To schedule a repair for Brivo electrical/mechanical components

• For assistance on the Brivo Access platform

• For assistance with any Braxos elevator destination dispatch configurations

When to contact STRATIS / RealPage

• To troubleshoot data sync issues (users in STRATIS not appearing in Brivo)

• To troubleshoot issues encountered with the STRATIS Mobile App

• To troubleshoot issues encountered with the STRATIS Management App

How to verify that your Brivo integration is working

• Add/move-in a user in the STRATIS Management App and check to see if they were added to the Brivo Access platform

• Remove/move-out a user in the STRATIS Management App and check to see if they were removed from the Brivo Access platform

For general information on contacting STRATIS Support, please see our Support article.