Everything you need to know before you go live.

No. Residents sign in with an email magic link, a phone SMS one-time code, or — for Fresh Start and other collection campaigns — a unique access code. There is no account creation, no password, and no app to download. The portal works from any browser on any device.

On the Entraris home page, open the Access Code tab and enter the code from the campaign email. If they don’t have it, choose “I need a code” and enter the numeric portion of their street address plus the first four letters of the street name (for example, 1234 Schrider Drive → 1234 and Schr). That recovery works for open Fresh Start and other collection campaigns that issued access codes.

Residents on Standard or Fresh Start communities can update household members (names, phones, emails), vehicles (plate, make, model, year, color), and flag existing credentials for removal. They cannot add new credentials through the household change form — those are provisioned by your vendor team. When a community enables credential ordering, residents can also purchase credentials online with secure payment; your team fulfills and issues them from the Request Dashboard. Basic community residents can update their callbox directory name and phone number, and can purchase credentials when the vendor enables ordering for that site.

Yes. On Basic, Standard, and converting Fresh Start communities, vendors can enable credential ordering with a sellable catalog. Residents pay list price through Stripe; Entraris collects payment and your team fulfills from the dashboard. Vendor net proceeds go toward your Entraris invoice as credit, or as a monthly check — your choice per community.

Residents receive an email with a cancellation link immediately after submitting. They can cancel their own request at any time before a vendor processor applies it. Once applied, the change is live and would require a new request.

No — one open request per household at a time. If a request is already in progress or under review, the resident’s portal will show it as pending and block a new submission until the current one is complete or canceled.

Community admins can look up records in their community and submit changes into the vendor request queue — they do not apply those changes themselves. On Standard they can look up households, submit changes on a resident’s behalf, and use property maintenance to suspend a home or start a transfer. Fresh Start community admins get household lookup and property maintenance during the campaign, plus the campaign dashboard. They do not edit addresses. On Basic licenses, admins can look up the callbox directory and directly add or remove listings (those writes are not change requests).

Yes for submit-on-behalf on Standard and Fresh Start: those create change requests the vendor team reviews and applies. Basic directory add/delete by community admins writes the live callbox listings directly (resident Basic listing updates still go through the request queue).

Each admin signs in with their email and their own password. New accounts are provisioned via a secure invite link — there are no shared passwords.

Yes. Entraris accepts any CSV with a flexible column-mapping step — you match export columns from major brands such as LiftMaster / MyQ, CellGate, and DoorKing to Entraris fields on upload. Unmatched rows go to a reconcile queue where you can manually associate them to a property rather than losing them.

For Standard communities, addresses can be re-uploaded (this clears resident data; a confirmation step is required). Resident, vehicle, and credential CSVs can be re-imported or supplemented. Fresh Start submissions can be reset per property before the campaign closes.

Residents mode tracks individual people in a household — each person has their own phones, email, and directory name. Property mode focuses on the primary homeowner with home-level vehicles and credentials. Choose Residents mode for per-person tracking, or Property mode for simpler household-as-a-unit management.

Basic is for flat telephone-style callbox directories such as DoorKing systems — a name, phone, unit, and code per listing, metered per record. Standard adds full household management with CSV import and the resident self-service portal, billed per property. Fresh Start is resident onboarding and migration: Standard plus a campaign portal where homeowners verify their own data before go-live — it converts to Standard billing after the campaign closes (exporting campaign data starts Standard immediately). Fresh Start Only is one-time resident information collection: residents complete their household, you export a clean file, and there is no monthly unless you opt into Standard at the end. See the full comparison.

Yes. Each community under your vendor account claims its own license independently. You can run Basic, Standard, Fresh Start, and Fresh Start Only communities simultaneously under the same vendor login.

You request a site first — the license stays unpaid. After you upload and commit the directory (Basic) or property addresses (Standard, Fresh Start, Fresh Start Only), Entraris prices from the actual imported count. You confirm that amount and pay with a card on file or Stripe Checkout. Payment unlocks go-live. Unpaid imports are removed after 48 hours; an open custom quote for 1,501+ properties holds that timer.

Your company’s first successful paid purchase sets the monthly billing day (1–28, America/New_York). Sites added later in the cycle are prorated through the day before the next billing day. Invoices are emailed on the billing day and charged the next day by autopay. A failed charge has a 15-day grace period while the account stays active, with a past-due banner on the vendor site. After 15 days, vendor access is limited to billing, and community and resident portals are deactivated until past-due invoices are paid.

Basic is metered by directory record count. Standard is billed by property band. Fresh Start charges the campaign fee at that first payment and has no monthly until the campaign converts to Standard — exporting campaign data starts Standard immediately. Fresh Start Only is a one-time collection fee with no monthly unless you purchase Standard during the 30-day export window.

Cancel from the vendor billing portal by the calendar day before your company’s monthly billing day. You keep using the rest of the prepaid period; after that the license is inactivated and is no longer billed. Cancellations are not accepted on the billing day itself because that day’s invoice is already being processed. Prepaid time is not refunded. You can undo a scheduled cancellation until the license is inactivated. See the Terms.

Scheduling is an optional company-level field-dispatch add-on for access vendors. It covers the office calendar and exception board, technician Today run sheets, community work orders, and magic-link service portals for address-book clients. It does not replace the change-request dashboard — household and directory updates still go through that queue. See the Scheduling page.

Enable it during company get-started, or later from Account → Scheduling or Billing. The first period is prorated through the current billing cycle, then Scheduling appears as a line on the monthly company invoice. Cancel from Billing at period-end; you keep prepaid access through the cycle. Undo a scheduled cancellation until it takes effect. Setup is company work hours and the technician roster — calendar, parts, leads, and available work stay locked until that is done.

No. When the vendor has Scheduling enabled, community admins submit categorized work orders from the community portal and track status (received, scheduled window, on the way, on site, completed notes, and shared photos when the technician opts in). They cannot pick dates or cancel. Emails and optional SMS follow the visit. Household changes still go through Admin Modifications or the resident portal, not Scheduling.

Vendors add non-community clients to the Scheduling address book and send a magic-link service portal. Clients can also start from the Entraris home page → Service Requests using the email on file. They stay signed in and track work orders without a full Entraris login.

No. Billing prep packets inside Scheduling are for the vendor’s own books (hours, PO, billable class). Entraris bills the Scheduling SaaS add-on separately as a company invoice line and does not invoice the site for the visit.

Household data is isolated at the application level — every data lookup is tied to a single community. Residents, vendors, and community admins can only see data belonging to their own community or company scope. That isolation is an application control, not an absolute guarantee.

No. Resident emails and phone numbers are used only for authentication (magic links, SMS OTP) and change request notifications. No resident can see another resident’s contact details through any portal.

Yes. Community admin, vendor, and platform admin actions are recorded with identity and time. Vendor admins and managers open Audit log from the vendor board; platform admins have the same review page for all companies.

The request is soft-locked for approximately 30 minutes to that processor. Other logged-in processors see a concurrent viewer indicator so they know someone is already working it. The lock can be taken over when needed, preventing silent conflicts or duplicate work.