MRI Property Connect - Frequently Asked Questions

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Access and Registering for the MRI Property Connect App

I have previously logged in to the Portal, how can I now get access to the MRI Property Connect App?

If you have already accepted an invitation previously and have logged in to the Portal, you will be able to simply download the App and click Login using your existing credentials provided that you are using the same email address.

I have logged into the Portal before however, I have a social media login. Can I use the MRI Property Connect App?

Social logins for the App is coming soon.

How do I get access to MRI Property Connect App if I’ve never had access to the Portal or the App before?

Your Property Manager needs to send you an invitation to Get on board. Contact your Property Manager so an invite can be sent to the Portal/App

How do I log in to the app once I’ve received an Invite from my Agent?

a) Existing Portal Users log in with existing login details by clicking Login
b) If you do not have an existing portal login, you will be required to create a new account as follows

• Step 1 – Click Get on board and enter the email address that the invite was sent to
• Step 2 – An email verification code number will be sent to the nominated email address; enter the 6 digit code
• Step 3 – Create and confirm a new password then log in

While registering for the App, I got the Invitation not found error, what does this mean?

This error appears when either you have not used the same email address where you received the initiation, or the invitation has expired. In the case of an expired invitation, contact your Property Manager so another invite can be sent.

I was able to login earlier, now I am getting Unauthorised error or 401 error, what does this mean?

You may need to clear the App’s cache and data from your phone device settings (steps on how to will vary depending on the device). Once done, you can try to log in again.

If I move from one property to another with the same Agency, how can I access the App for my new property?

Your Property Manager is required to add your same contact details from your previous property to the new property. If this is done correctly, you will automatically see the details of the new property in the App once your new tenancy is active. Speak to your Property Manager if there are any issues.

We have a new tenant that had previously accessed the Portal with a previous Agency. How can the tenant access the app for the property with our Agency?

If this scenario occurs, only the old property will display. We are improving this workflow very soon to enable the tenants to view both properties.

If I use the App, will I lose access to the Portal?

No. The App and Portal are linked, you can use one or both, the information displayed in the Portal will be displayed in the App. However, the App does have some additional features.

I have logged into the App but it comes up with an error Your Property Tree account is not active yet. Please try again later or contact your Property Manager for more details. What does this mean?

This error usually appears because:
a) Your lease start date is in the future. Once the lease start date has been reached, you should be able to log in to the App, OR
b) Your tenancy profile has since been archived

I am an existing owner and have been using owner portal. Now I am also a tenant, will I be able to use the tenant portal or app with the same login?

Yes you can. Here are two ways, you can get access to tenant app:
a) You will automatically get access to tenant app or portal if your property manager has added your existing details to your tenancy account
b) If you do not get automatic access, then your property manager needs to send you an invite for the tenant app or portal, you need to register using portals if you wish to use same login details. After registering, you can continue using app.

I received 2 invitations one for MRI property Connect and one says Maintenance Plus, which App should I download?

You may receive 2 different invites if your Agent uses the Maintenance Plus platform, however, you only need to download the MRI Property Connect App which includes the Maintenance Plus feature

When I attempt to submit a maintenance request via the MRI Property Connect App, I receive an error.

If you are not able to submit a maintenance request via the App, please note down the screen you were on when receiving the error and the error message and send this information to your Property Manager.

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General Questions about the MRI Property Connect App & Owner/Tenant Portals

Is the MRI Property Connect Tenant App different from the Tenant Portal?

The Tenant App has all the functionality of the Tenant Portal, plus some additional features such as: In-App notifications for arrears, inspections and invoices.

If my tenants are using the Tenant App, will they lose the access to the Property Tree Portal?

No. The App and Portal are linked, tenants can use one or both, the information displayed in the Portal will be displayed in the App. The App does have some additional features, however.

How can I check if my tenant or owner has signed up and/or used the Portal before?

Go to Managements > Contact Summary. This will show all Login methods on the right-hand side. To check individual contacts, you can go to Tenancy or Owner > Actions > Invite to Portal and this will show whether they have been invited, accepted and the method they used to log in.

Access and Registering to the MRI Property Connect App for Tenants

Is the MRI Property Connect App currently available for both Tenants and Owners?

No. At present, the App is only available for tenants. We hope to have this available for owners in the future.

How do I get my tenants access to the MRI Property Connect Tenant App? And is there a charge to use it?

Access to the MRI Property Connect Tenant App is included in your monthly Property Tree subscription. The tenant portal invitation email now includes instructions on how to download the App from the iOS or Play Store.
You can invite your tenants the same way you invited them to tenant portals by going to Tenancy > Actions > Invite to Portal. Or for a bulk invitation to all tenants you can go to Managements > Portal Invitations > Actions > Invite to Property Tree Owner/Tenant Portal.

Once the App is downloaded the tenant needs to Get on board (register for a new login) OR Login using any existing credentials (if they previously used either the Portal or the App in the past). Without either of these options, no information will be available.

How can my existing tenancy contacts who currently use the Portals been made aware about the App?

If required, you will need to send a bulk email informing the tenants about the App. Just let them know that they can download the App from the Play Store or App Store and sign in with their existing credentials and for any tenancies that have never used the App, you can send portal invitations in bulk.

How can I guide my tenants to register for the App once downloaded?

a.) Existing Portal Users log in with existing login details by clicking Login
b.) Tenants without an existing portal login will be required to create a new account as follows

• Step 1 – Click Get on board and enter the email address that the invite was sent to
• Step 2 – An email verification code number will be sent to the nominated email address; enter the 6 digit code
• Step 3 – Create and confirm a new password then login

My tenant uses a social account to log in to the Portal, however they are not able to use socials to log in to the App?

Social logins for the App is coming soon.

While registering for the App, my tenant receives an Invitation not found error.

This error appears when either your tenant is not using the same email address you sent the initiation to, or the invitation has expired. In the case of an expired invitation, you simply need to invite them again.

My tenant receives Unauthorised error or 401 error, what does this mean?

Your tenant may need to clear the App’s cache and data from the phone device settings (steps on how to will vary depending on the device). Once done, they can try to log in again.

If a tenant has multiple active tenancies for different properties, will they be able to see all property information in the one login?

Currently only the first property information will display. We are hoping to have this additional functionality to show all properties coming soon.

If a tenant is an existing owner portal user, will the tenant be able to use the app?

If you have added the tenant contact using “Select Existing” contact functionality, then the tenant will automatically get access to tenant app or portal provided the contact had access to Owner portal.
If you have created a new contact with same contact details while creating the tenancy, then you need to invite the tenant again to tenant portal. Ask the tenant to register through portal using existing login details. Once the tenant registers through portal, he will be able to use the app thereafter

We have a new tenant that had previously accessed the Portal with a previous Agency. How can the tenant access the App for the property with our Agency?

If this scenario occurs, only the old property will display. We are improving this workflow very soon to enable the tenants to view both properties.

A tenant is moving from one of our properties to another within our Agency, how can they use the Portal and App for the new property?

When adding the tenancy contact on the tenancy profile against the new property, you will need to click on Select Existing and select the same contact that was attached to the vacating tenancy profile. This will ensure that the tenant will be able to log in to the App using their existing credentials.

After Logging In

On logging in to the App, my tenant receives an Account not active error

This error usually appears when the lease start date is in the future or the tenancy profile has been archived

Maintenance

We use the Maintenance Plus feature in Property Tree and when I invited my tenant to use the App, they received 2 invitations, one was Maintenance Plus. Which one should they download?

Your tenants only need to download the MRI Property Connect App. Maintenance Plus is integrated within the MRI Property Connect App