FAQ

What is a property template?

The rooms in a property and what gets checked in each one. Build it once and every turnover at that address starts from it. A template can be tied to an address, or made reusable so one floor plan covers many units.

If I edit a template, what happens to turnovers already running?

A walkthrough that has already been uploaded keeps the structure it was recorded with. The report is a record of what was actually answered, and rewriting it to match a checklist edited afterwards would change history rather than fix it.

A turnover with nothing recorded yet picks up the template as it stands when the walkthrough is opened, because there is nothing to preserve.

Watch out: this means two walkthroughs of the same unit can have different rooms in them if you edited the template in between. That is usually what you want, but it is worth knowing before you go looking for a room that is not there.

Can I add a room to one turnover without changing the template?

Yes. A room added to a single turnover stays there. You can also narrow a turnover to a subset of the template's rooms, and set a different checklist for one particular walkthrough — the move-out tenant walkthrough, say — without touching the other three.

Can I leave a note on a room or an item for whoever inspects it?

Yes, at two levels. A note on a template item travels with the template. A note on the unit, a room or a single item stays with that address across every future turnover.

Unit notes can be marked staff only, which keeps them out of a tenant's walkthrough.

Watch out: staff-only is decided when the walkthrough is sent, not when it is read. A note you mark staff-only after a tenant has already opened their walkthrough was already delivered. And a note typed into a checklist template is never staff-only — templates are shared with whoever is inspecting, whichever side they are on.

Does it work without signal?

Yes. The walkthrough is recorded on the phone. Photographs, ratings, notes and signatures are all written locally and uploaded when there is a connection. A basement or a concrete stairwell changes nothing.

How do photo requirements work?

You can say how many photographs an item needs — either for one item on a template, or as a standing rule for every item with that label. Until they are taken, the item is not answered and the walkthrough cannot be signed.

A per-item number beats the standing rule. Setting it to zero means none are wanted; leaving it unset means the app's ordinary rule for that kind of item applies. The ceiling is 50 photographs and 5 videos per item.

Watch out: the requirement is enforced by the app and the browser walkthrough, which is where people actually work — but it is a rule about finishing, not a lock. Marking an item photos later deliberately steps past it, which is the point of that button.

What does “photos later” actually do?

It lets the walkthrough be signed and sent with the pictures outstanding, and then chases them. The person who signed is reminded one day, four days and ten days afterwards, by email and by text where the code was texted. Their code keeps working the whole time, so they add the photographs without starting anything again.

After the tenth day it stops asking and emails you instead, so an outstanding photograph becomes your decision rather than a silence. Reminders are held outside waking hours in the company's time zone.

Watch out: one photograph settles an item even if two were asked for. The chase is for "nothing arrived", not for "not enough arrived".

Can photographs be added after a report is signed?

Yes, and they are labelled. A photograph that arrives after signing is shown separately, under "Added after signing", so a reader can see what was in the room at the time and what turned up later. The signed report itself is not reopened or rewritten.

How are keys, remotes and openers handled?

As counts rather than conditions, because "three given, two returned" is a different fact from "the door is scratched". A move-out walkthrough is shown what was handed over at move-in, and a shortfall is marked missing.

Watch out: an item can read Good at both ends and still be short. The count is reported beside the condition, not folded into it — so read both lines.

Does the tenant need an account?

No. They get a code by text or email, open it in any browser, walk the unit, photograph it and sign. Nothing to install, nothing to remember.

How long is a walkthrough code good for?

It depends on the slot, and you set the rules. By default a move-out tenant walkthrough expires at the end of the move-out day, a move-out representative gets two extra days, and a move-in tenant gets eight days after moving in. Where no date can be worked out, a tenant code lasts a week and a staff code a month.

A code can be opened as many times as needed until it is completed. After that it will not reopen the walkthrough, but it still works for adding the photographs that were promised.

Watch out: issuing a new code for the same walkthrough revokes the old one. If somebody says their link stopped working, the usual reason is that a second link was sent.

What does the move-out get compared against?

The move-in for the same turnover. Where there isn't one — a tenant already in place when you started using this — it looks for an earlier turnover at the same address and borrows its move-in record, preferring one with the same tenant's name or email on it.

You can set that link by hand, or turn it off so nothing is borrowed.

Watch out: the baseline decides every verdict on the page. If it is pointing at the wrong stay, every "pre-existing" and every "new damage" is wrong with it. Check it before you price anything — especially on the first turnover after you started using the app, which is exactly when there is no proper move-in to compare against.

What happens when the tenant and I rate the same thing differently?

It says so. The comparison holds all four walkthroughs and shows a disagreement as a disagreement rather than resolving it quietly in either direction. Where a move-in rating is needed as the baseline, the worse of the two is used — the record should not get better because one party was generous.

Where do deduction amounts come from?

A repair price list you keep in the app. A deduction is then a line item at a price you set in advance, which is a much easier thing to defend than a number produced on the day.

Can a tenant respond to a deduction?

Yes. The statement they receive is itemised, carries the photographs, and has a page where they can dispute a line and attach their own pictures. A disagreement is better had on a page that records it than over the phone.

What counts as one turnover?

One changeover — a move-out and the move-in that follows it. All four walkthroughs belong to that one turnover, not four of them.

What exactly is free?

Two turnovers in any twelve months — not two a month, and not two ever. That is enough to walk a unit out and the next tenant in, which is the whole loop this is for.

Twelve months rolling, rather than a calendar year: each turnover counts against the allowance for a year from the day it was recorded and then stops. So there is no reset date to wait for, and somebody who used both last March has one back this March without anything happening.

Watch out: deleting a turnover does not hand the allowance back. If it did, the limit would never bite — delete the one you finished, start another, forever. What you have already recorded stays readable for good either way; the limit is only on adding another.

Can I record video?

On any paid plan, yes. The free plan stores photographs only, and a video upload is refused rather than silently dropped.

What happens if I go over my plan's turnovers?

On a paid plan the extra ones are billed at that plan's per-turnover rate rather than stopped. A busy month costs a little more; it does not lock you out in the middle of a move-out.

If I cancel, what happens to everything I recorded?

You keep being able to export it for 60 days after the subscription ends — reports, photographs and all. Cancelling is not the same as deleting, and it should not cost you the record of a deposit you may still have to defend.

Watch out: an account that is not paying and has done nothing at all for twelve months gets one warning email and is deleted thirty days later. The warning reopens export for long enough to get your records out, but it is sent to the address on the account — so keep that one current.

How do I delete my account?

In the app under Cloud, or on this site under Settings. It cancels the subscription, removes the stored files and deletes the records. Export first if you want any of it.