Report a Privacy or Access Concern

Section: Account, Login & ProfileCategory: Account TroubleshootingGuide3 min read

Summary

This article is for residents who are concerned about privacy, account security, access permissions, guest access, shared access, or possible misuse of their Grata account or building access.
Privacy or access concerns may include unexpected access, incorrect resident information, lost or stolen devices, shared PINs, unwanted guests, suspicious account activity, or incorrect permissions.
Some concerns can be checked or resolved in the Grata app — such as changing a password, removing guest access, or reviewing your profile information. Others must be reviewed by property management because they control resident records and building access permissions.
Urgent safety or emergency concerns should follow the building's emergency process or local emergency services, not only the Grata app.
If your account or phone may be compromised▾
  • Change your password if you can still access your account — see Change Your Password in the Grata App.
  • Remove saved login access on shared devices where possible.
  • Use the password reset flow if you cannot sign in — see Forgot my password.
  • Contact property management if the concern may affect building access or resident records.
If your PIN or access details were shared▾
  • Stop sharing your personal resident PIN or login details.
  • Use approved guest access instead — such as Guest PIN or Guest App invites — rather than sharing your resident credentials.
  • If your PIN may have been exposed, check whether it can be changed in Manage Access or contact property management to have it changed or disabled.
If a guest or co-resident should no longer have access▾
  • Review active guest and co-resident access in Manage Access and remove any entries that should no longer be active.
  • Delete guest PINs or guest app invites that are no longer needed.
  • For co-residents or household records, property management may need to update the resident record.
If your account, unit, or access permissions look wrong▾
  • Check your profile, building, and unit information in the app — see Report Incorrect Account Information.
  • Incorrect information may affect access, notifications, deliveries, bookings, or support routing.
  • Property management controls resident records and may need to correct the information.
If there is an urgent safety concern▾
  • Follow the building's urgent or emergency process.
  • Contact property management, building security, or local emergency services as appropriate.
  • Do not use the Grata app as the only channel for urgent safety issues.
  • Building access logs, cameras, and incident reports are usually handled by property management — not through the app.
  • Grata support can help with app, account, and product issues, but emergency access or building security concerns should follow the building's official process.
  • Do not include live PINs in any email — describe symptoms instead.
  • Follow local law enforcement guidance for crimes in progress.
If your building team needs to act▾
  • You need an incident report from property staff.
  • You believe someone else used your access without permission.
  • A guest invite or PIN was created without your knowledge.
  • Your account details or resident information look wrong.
  • You suspect an app security or privacy issue.
  • Access logs or camera requests must go through your building's process.

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