We're happy to hear from parents and property staff. Here's how to get a resident's problem fixed as quickly as possible.
The fastest route: the resident contacts us
Most fixes need details only the resident has, such as the device's MAC address or whether something works after a restart. When the resident submits the request or uses the chat on this page, we can troubleshoot with them directly and skip the back-and-forth.
Reporting on a resident's behalf
If you're submitting the request yourself, please include:
- The resident's full name and the email address they use with us
- Property, building and unit number
- What's happening, when it started and which devices are affected
- Whether roommates or neighbors have the same problem
- The ticket number, if the resident already contacted us
For property staff
- Several units or a whole building down? Say so in your request. We'll treat it as a possible outage, which gets handled first. See Is there an outage at my property?
- Locked network panels: if units have locked network panels, let us know who can open them, since we often ask residents for a photo of the equipment inside.
- Wi-Fi logins: you can look up or create a resident's Wi-Fi login yourself, or point them to Just moved in? Get your Wi-Fi login.
- Not internet-related? TV replacement, amenity access and maintenance requests stay with the property team.