Error Message in the App

Section: TroubleshootingCategory: App IssuesGuide1 min read

Summary

If you see an error message in the Grata app, read the message first, try the action again, and check whether the issue is tied to a specific feature like access, requests, amenities, notifications, or your account.
An error message usually means the app could not complete the action you were trying to take. The issue may be temporary, or it may be related to your account, building setup, internet connection, app session, or the feature you were using. Some errors go away after retrying. Others need help from your property team, especially if the error affects access, account setup, service requests, amenities, or building information.
Some features depend on your building setup and may not appear for every resident. If a feature is missing, it may not be enabled for your building or account.

Route 1: Read the error and check the basics

  • You are signed into the Grata account connected to your building and unit.
  • Your building and unit information look correct.
  • Your phone has an internet connection.
  • You are using the correct feature area for the task.
  • The error appears more than once, not just one time.
  • The error is not caused by missing required information in a form.
  • The feature you are using is enabled for your building.

Route 2: Try the action again

  • Read the full error message.
  • Stay on the screen long enough to understand what the app is asking you to do.
  • Try the action again once.
  • If you are filling out a form, check for missing required fields.
  • Close and reopen the Grata app.
  • Sign out and sign back in if the app still does not work.
  • Try the action again.
  • If the error keeps appearing, take a screenshot or write down the exact message before contacting support.

Route 3: If the error is about a specific feature

  • Access or doors: check the Access & Doors, PIN, Bluetooth/range, or My PIN troubleshooting articles.
  • Service requests: check that all required request information is filled in before submitting.
  • Amenities: check that the amenity, date, start time, and end time are available.
  • Notifications: check the notification category and notification type you are trying to update.
  • Account or profile: confirm your building, unit, name, email, and account details look correct.

When to contact property management

  • The same error appears repeatedly.
  • The app blocks you from signing in.
  • Your building or unit information looks wrong.
  • You cannot submit a service request.
  • You cannot access a feature your property says should be available.
  • The error affects door access, PINs, guest access, or another access-sensitive feature.

Important Notes

  • The error affects door access, PINs, guest access, or another access-sensitive feature.

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