What your tenants see
A tour of the tenant portal from the manager's side: leases, invoices, maintenance requests, announcements and chats.
Before you start
Every tenant of your organization gets a portal: their own space in OneView, built from what you set up on your side. It shows only their own records. You can't open a tenant's portal from your account, so this article describes what they find there.
A tenant sees nothing of your organization until it is live. In draft, they are not contacted and your leases, invoices and announcements stay hidden from them. After you go live, everything below appears as you create it.
1. The dashboard
The Dashboard is the first page after sign-in. It greets the tenant and shows three figures: Active Leases, Open Requests and Outstanding Balance. Below them are their next unpaid invoices under Due Invoices, their open maintenance requests and your latest announcements.
A tenant who isn't linked to any lease yet sees "You're not linked to a property yet" and only the dashboard and their account page.
2. Leases
Under My Leases, the tenant sees each of their leases with its status, monthly rent, property, unit, start date and end date. Opening a lease lets them view the contract, sign it, and see the invoices for that lease.
When you send a lease for signing, the tenant signs it on this page. If they signed on paper and you recorded it, the lease simply shows as signed.
3. Invoices and payments
Under Invoices, the tenant sees every invoice you issue for their leases, searchable by number. Each invoice shows its charges, the amount still outstanding and the payments made so far.
- To pay, the tenant selects Record payment and follows the steps. The pay an invoice article covers them. A payment made outside the app waits for your approval before it counts.
- Query this invoice opens a chat with the team member in charge of the lease, with a draft message about that invoice. Nothing is sent until the tenant sends it.
4. Maintenance requests
Under Maintenance Requests, a tenant reports a problem in their unit with Report request. They give a title, a description, a severity, and the property and unit, chosen from their own leases.
Their request then appears on your side, under Maintenance Requests too. The tenant sees its status as you update it: Open, In Progress, Done, Resolved or Not Resolved. A tenant can edit or delete a request only while it is still Open. Tenants only see the requests they submitted themselves.
5. Announcements
Under Announcements, the tenant reads what you post. They see an announcement only when it is published and its audience is Tenants and Personnel or Tenants only. Drafts and announcements set to Personnel only stay on your side.
6. Chats
Under Chats, the tenant can message your team members and read the conversations they are part of. To start one, they select New Chat and pick someone from your active team.
What tenants cannot see
- Other tenants: their names, leases, invoices, payments or requests.
- Your management screens: properties, units, reports, payment methods and settings.
- Personnel-only announcements and announcements that are still drafts.
- Anything from an organization that is still in draft.
A person who is both on your team and a tenant switches between the two views with Switch to Tenant View and Switch to Personnel View in the menu.
Common problems
My tenant sees an empty portal
Three things cause it. Your organization is still in draft. The tenant has no lease with you yet, and you can give them one from their page with Add lease. Or they signed in with a different account than the one on their lease, so ask which email or number they used.
My tenant can't see an invoice
An invoice shows up once your team has issued it. A draft lease bills nothing, so it has no invoices. Check the lease status on your side.
My tenant can't see my announcement
Check that it is published, not a draft, and that its audience is Tenants and Personnel or Tenants only.
My tenant can't edit their maintenance request
Only a request that is still Open can be changed or deleted. After you move it on, the tenant can read it but not change it.