Frequently asked questions about tenants and tenant users within the Property & Facility App.
1. Can I enter people as both staff users and tenant users?
No, users cannot be entered as both staff and tenant, only one or the other. Tenant users are restricted to viewing and accessing only certain features and data related to their tenant companies. There is no need to enter a staff member as a tenant user, as staff users have much more access to the contents of WorkSpace than a tenant will have. Please make sure you consider which type of user it is before you enter it into the system.
2. I'm trying to update a user's email address, but after clicking Save, the email address is unchanged. How do I edit a user's email address?
User email addresses cannot be edited once entered in WorkSpace. If you need to edit a user's email address, please disable the erroneous user account, then add a new user account with the correct email address. For further information on adding and disabling tenant users, see Overview: Tenants.
3. Why can't my tenant user log in even when they have been setup correctly?
Follow the below steps:
- Ensure that the user's email address is correct on their contact details page and that there are no spaces before or after the email address.
- If the tenant hasn't logged into WorkSpace before, ensure that they are entering their email address and the password 'temp'.
- Occasionally a user's browser contains outdated cookies that may prevent a successful login. Cookies are used by websites so that when a user leaves and then returns to the website, that they will stay logged in. The following links will help users to clear out their cookies, which should help them login successfully.
- Click here for Microsoft's guide to deleting cookies from Internet Explorer.
- Click here for Google's guide to deleting cookies from Google Chrome.
4. How can I limit a tenant user's access to WorkSpace?
You will need to change the tenant user Feature Access by clicking into the tenant user contact details page, selecting the appropriate Feature Access for the tenant user, and then clicking save. To assist in the process, see Adding a Tenant User.
5. If I have tenant user who is no longer with a company, can I edit their existing user profile with the new user's name, email address, etc.?
No, each user entry is unique and the system stores the initial entry as the permanent record. For clarification, if you edited an existing user with new information, the old user's name will appear on notifications for Service Requests, Resource Reservations, etc. The old user is required to be disabled (see Disabling and Removing a Tenant User) or removed first and then the new user can be added.
6. If I have previously entered someone as a tenant user, can I remove him/her and add as a staff user?
No, the system will mark the email address as a duplicate by placing 'DUPE' in front of it and the user will no longer be able to log in. Please issue a support ticket for our Engineering Team to transfer the tenant user to a staff user.
7. One of my tenants is moving to a different suite in the building. How do I move a tenant from one space to another?
In order to move a tenant into another suite, first you must move them out of their current space (see Moving a Tenant Out of a Space). Then you can move them into the new space (see Moving an Existing Tenant into a Vacant Space). Keep in mind that a space must be Vacant before a tenant can be moved into it.
8. How do I correctly enter multiple leases for a tenant?
Tenants should only be added once into WorkSpace if they occupy multiple spaces. After initially adding the tenant to the property, go to the Leases tab of the tenant record from the Tenants page and click the Add Lease button to add additional leases, if needed (see Adding or Updating Tenant Leases). Then you can go to the Properties feature to select the appropriate lease for each space the tenant occupies (see Moving an Existing Tenant Into a Vacant Space).
9. I have moved a tenant into a space and it appears correctly on the stacking plan, but when I go to the Tenants page, the tenant is appearing on the Disabled tab. Why?
First, check to see that the tenant's lease is active, and check the lease start and end dates. If the end date is in the past, that could be the reason the tenant appears as disabled. If the tenant has multiple leases, make sure that past leases are disabled, and that the active lease has an end date that is further out than any disabled lease.