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FAQ

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How to get started

  • How do I download the RentCafe Resident App?
    • You can download the RentCafe Resident App on both the Apple App Store or the Google Play Store or select one of the following links:
  • How do I sign in to the Resident App?
    • Your property management office can help you troubleshoot any issues signing in to the Resident App.
  • How do I start using the smart home features in the Resident App?
    • When you open the Resident App, the app recognizes your apartment unit. Tap the Smart Home tile to start controlling the smart home devices in your apartment. 
  • I have the Resident App but I do not see a Smart Home tile.
    • This can occur when you have not been granted a PIN code for your unit. Please speak with your property management office to confirm.
  • How many residents can access the Resident App?
    • All residents (18 years and older) assigned to a unit have the ability to access the Resident App. Please contact your property management office if you have any issues signing in.
  • How can I reset my password on the Resident App?
    • Click on Forgot Password on the login page and follow the instructions to reset your password.

Compatible devices

  • What is the Smart Home Hub?
    • The Smart Home Hub is the central device that controls all the Smart Home devices through the Resident App.
  • Can I change the location of the Hub?
    • It is not advised to change the location of the Hub.
  • What smart devices are supported in the Resident App?  
    • Smart Lock - locks and unlocks the front door of your apartment. You and your guest can open the lock with a PIN code or, if available, a physical key.
    • Thermostat - Climate control for your apartment. You can change the thermostat settings, including heat, A/C, temperature, and fan settings from the Resident App. You can also set thermostat schedules and copy a schedule to other days.
    • Light switch and dimmer - Light switch in your apartment with a dimmer setting. You can dim or brighten the light, or turn the light on and off from the Resident App.
    • Door sensor - Detects whether the front door is open or closed.
    • Leak sensor - Detects leaks under faucets and near plumbing, wherever the sensor is installed.
  • Can I add more smart devices to the Resident App (i.e., smart light, water sensor, etc.)?
    • The Resident App works with devices paired through the RentCafe Smart Home system which has been configured for your property by your property management. The system is compatible with specific devices and cannot be paired with devices purchased independently. Contact your property management office to confirm which smart devices are available for your apartment.
  • How long does the battery last on the locks and sensors?
    • It depends on your individual usage; however, the health of the batteries will be monitored by your property management office.

How to use Smart Home features

  • How do I give someone access to my unit?
    1. Open the Resident App.
    2. On the Home screen, tap the Smart Home tile.
    3. On the Smart Home screen, tap the Smart Lock tile.
    4. In the top-right part of the Smart Lock screen, tap the Keyholders button .
    5. On the bottom-right part of the Keyholders screen, tap the Add button. The options for adding a guest appears at the bottom of the screen.
    6. To add a guest from your device's contact list:
      1. Tap Import from Contacts.
      2. Select the guest's name from your device's contact list. The contact's name, email address, and phone number are populated.
    7. To enter the guest's information manually:
      1. Tap Enter Info Manually.
      2. On the Keyholder screen, add the guest's name, email address, and phone number.
    8. Tap the Start Date field. New fields appear. Enter the date and time when you want the guest's access to begin.
    9. Tap the End Date field. New fields appear. Enter the date and time when you want the guest's access to end.
    10. Tap Save Guest. A confirmation screen appears.
    11. Tap Done.
  • How do I remove access to my unit?
    1. Open the Resident App.
    2. On the Home screen, tap the Smart Home tile.
    3. On the Smart Home screen, tap the Smart Lock tile.
    4. In the top-right part of the Smart Lock screen, tap the Keyholders button . 
    5. Select the name of the guest for whom you wish to revoke access.
    6. Tap Revoke Access. A confirmation screen appears. 
    7. Confirm that you would like to revoke access for this guest.
  • How can I see who accessed my unit?
    1. Open the Resident App.
    2. On the Home screen, tap the Smart Home tile.
    3. On the Smart Home screen, tap the Smart Lock tile.
    4. In the top-right part of the Smart Lock screen, tap the Lock Settings button .
    5. On the Lock Settings screen, tap Lock Activity.
  • How can I see who currently has an active PIN code?
    1. Open the Resident App.
    2. On the Home screen, tap the Smart Home tile.
    3. On the Smart Home screen, tap the Smart Lock tile.
    4. In the top-right part of the Smart Lock screen, tap the Keyholders button .
  • How do I change the thermostat settings?
    1. Open the Resident App.
    2. On the Home screen, tap the Smart Home tile. 
    3. On the Smart Home screen, tap the Thermostat tile.
    4. On the Thermostat screen, tap either the Plus or Minus button to increase or decrease the thermostat's set points.
    5. To change the HVAC mode, tap the HVAC Mode button and select either Cool , Heat , Auto , or Off.
    6. To change the fan mode, tap the Fan Mode button  and select either On, Auto, or Circulate.
    7. To change the units in which the temperature is measured, tap the Thermostat Settings button , then tap Display Unit and select either Celsius or Fahrenheit.
  • How do I set a schedule for my thermostat?
    1. Open the Resident App.
    2. On the Home screen,  tap the Smart Home tile. 
    3. On the Smart Home screen, tap the Thermostat tile.
    4. On the Thermostat screen, tap the Schedule button .
    5. On the top-part of the Thermostat Schedule screen, tap the day of the week.
    6. Select Edit.
    7. Tap the time interval: Wake, Leave, Return, or Sleep. The Schedule Detail screen appears for the selected time interval.
    8. Set Start Time and Desired Temperatures for heating and cooling.
    9. Tap Save to save the settings or Clear to reset the settings.
    10. Select Active to make the thermostat schedule active.
    11. Tap Save.
  • How do I copy a thermostat schedule to other days?
    1. Open the Resident App.
    2. On the Home screen, tap the Smart Home tile. 
    3. On the Smart Home screen, tap the Thermostat tile.
    4. On the Thermostat screen, tap the Schedule button .
    5. On the top-part of the Thermostat Schedule screen, tap the day of the week.
    6. Select Edit.
    7. On the bottom-part of the screen, tap Copy. The Copy Schedule to Selected Days(s) screen appears.
    8. Tap the days of the week to which you want to copy the schedule.
    9. Tap Save at the bottom of the screen. A Confirm Copy message appears.
    10. Tap Continue to confirm the copy or Cancel to cancel the copy.
  • Can I manually change the thermostat settings without using the Resident App?
    • Yes.
  • How do I check to see if my front door was left open?
    1. Open the Resident App.
    2. On the Home screen, tap the Smart Home tile. 
    3. On the Smart Home screen, tap the Door tile.
    4. In the top-right part of the Door screen, tap the Refresh button . The door status refreshes.
  • How do I turn on, turn off, or dim the lights?
    1. Open the Resident App.
    2. On the Home screen, tap the Smart Home tile. 
    3. On the Smart Home screen, tap the Dimmer tile.
    4. To turn the lights on or off, tap the Power button  in the top-right part of the Dimmer screen.
    5. To change the brightness, drag your finger across the screen to the desired amount of brightness.
  • How do I check the motion sensor?
    1. Open the Resident App.
    2. On the Home screen, tap the Smart Home tile.
    3. On the Smart Home screen, tap the Motion Sensor tile.
    4. In the top-right part of the Motion Sensor screen, tap the Refresh  button. The motion sensor status refreshes.
  • How do I check the leak sensor?
    1. Open the Resident App.
    2. On the Home screen, tap the Smart Home tile. The Smart Home screen appears.
    3. On the Smart Home screen, tap the Leak Sensor tile.
    4. In the top-right part of the Leak Sensor screen, tap the Refresh  button. The leak sensor status refreshes.
  • Will the Hub work if my Wi-Fi is down?
    • The Hubs are equipped with cellular data connections and will continue working even if your Wi-Fi is down.
  • Will the smart lock PIN code still work if there is a power outage?
    • Existing keyholder PIN codes will still work in the event of a power outage.

Troubleshooting

  • My PIN code does not work on my lock/How do I change the keyholder PIN code on my Resident App?
    1. Open the Resident App.
    2. On the Home screen, tap the Smart Home tile. The Smart Home screen appears.
    3. On the Smart Home screen, tap the Smart Lock tile.
    4. On the top-right part of the Smart Lock screen, tap the Lock Settings button .
    5. On the Lock Settings screen, tap Reset PIN. The Reset PIN and Cancel buttons appear.
    6. Tap the Reset PIN button to confirm. A confirmation message appears and the resident receives a text message with the new PIN code.
  • My lock is saying "lockout mode" / I entered an incorrect keyholder PIN code 3 times.
    • Please contact your Property Management office for further assistance.
  • My lock is making too much noise.
    • Please contact your Property Management office for further assistance.
  • My lock will not lock.
    • Please contact your Property Management office for further assistance.
  • My lock is saying "low battery".
    • Please contact your Property Management office for further assistance.
  • My thermostat is not working.
    • Please contact your Property Management office for further assistance.
  • The PIN code for my guest is not generating.
    • First, make sure the email and mobile phone number are entered correctly for your guest. If the problem persists, please contact your Property Management office for further assistance.
  • How do I change my thermostat display to oC/oF through the Resident App?
    1. Open the Resident App.
    2. On the Home screen, tap the Smart Home tile. The Smart Home screen appears.
    3. On the Smart Home screen, tap the Thermostat tile.
    4. To change the units in which the temperature is measured, tap the Thermostat Settings button , then tap Display Unit and select either Celsius or Fahrenheit.
  • How do I change my thermostat display to oC/oF on the thermostat device?
    1. Remove the thermostat faceplate from the wall.
    2. Touch the center of the screen and scroll to the right until you see oC or oF.
    3. Touch 'up' or 'down' to change units.
    4. Touch the center of the screen to confirm.