Help Centre

How do I create a maintenance request?

ForLandlordsProperty managers

Who can do this

Landlord; Organization users with Create Maintenance Requests. GATED: a manager needs an active subscription. Without one, Add request opens the plan dialog instead (dismiss with Maybe later). Tenants are never asked to subscribe.

Where to find it

Maintenance Request → Add request. Also: Property → Actions → Add maintenance request (shown when the property has no requests yet). On a phone: the Add Request quick action.

Steps

  1. Select Add request. A full-page form, New maintenance request, opens with a series of steps.
  2. Where's the problem?: choose Property / Unit. For a multi-unit property, pick a unit, or pick the property itself for a building-wide problem (such as the roof). Select Continue.
  3. What's not working?: enter In a few words (the subject) and Describe the issue. Select Continue.
  4. What kind of issue, and how urgent?: choose a Category (Plumbing, Electrical, Hvac, Appliances, Structural, Pest control, General maintenance) and an Urgency: Emergency ("Flooding, no heat, no power"), High priority ("Getting worse") or Routine ("When someone can"). Select Continue.
  5. Any photos? (optional): drag in PNG or JPEG images up to 5 MB each. Select Continue, or Skip if you have none.
  6. Select Send request (on the last step or in the header). The header button is enabled once the first three steps are answered.

What happens next

The toast "Maintenance request created" appears and the request is added to the list as Pending. The property's notification recipient gets the "[Action required] New Maintenance Request" email and an in-app notification. Each answered step folds to a one-line summary with an Edit button.

Good to know

  • A condo or house (single-unit property) is listed as one option; there's no separate unit to pick.
  • Picking a unit shows "<Property> · <Unit>".
  • Starting from a property page fills in Where's the problem? for you.
  • The Can someone come in? step appears only for tenants. Managers never see it.

Limits

Videos can't be added while creating a request. Add them afterwards with Add photos/videos (see below).

Troubleshooting

  • "Property is required", "Subject is required" or "Description is required" under a field means that step isn't answered.
  • A file larger than 5 MB isn't added; a message under the drop zone says so. Valid files in the same selection are kept.
  • "Couldn't create maintenance request": nothing was saved and your answers are kept. Select Send request again.
  • Closing the form with answers entered asks "The information you provided will be lost, are you sure you want to continue". Select Close to discard.
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