Report Incorrect Account Information

Section: Account, Login & ProfileCategory: Account TroubleshootingHow-to1 min read

Summary

Use this article if your name, contact details, building, unit, or other profile information looks wrong in the Grata app. Common scenarios include your building or unit showing incorrectly, your name or email being wrong and not editable, or access features missing because your profile looks incorrect.
Some profile information is editable by residents, such as phone number or email, while other information is controlled by property management. Property management manages resident records, building assignments, unit information, access permissions, and building-specific account setup. If you cannot edit the information directly, report it to your building team so they can correct the source record.
Incorrect account information may affect access, notifications, deliveries, bookings, or support routing. Do not PINs, passwords, or delivery codes in support messages.

Step-by-Step Instructions

1Step 1: Confirm what is wrong

  • Check Profile for your name, contact details, building, and unit.
  • Note what should be correct.

2Step 2: Decide who can fix it

  • Contact details may sometimes be editable in Profile.
  • Building, unit, resident role, lease, or access-related details usually need building support to update.

3Step 3: Contact your building team

  • Reach out to your property manager, concierge, or building support.
  • Include your name, building, unit, what is wrong, and what it should be.
  • Add a screenshot if helpful—do not include passwords or access codes.

If your information looks wrong

  • Your building or unit is wrong.
  • Your name is wrong.
  • Your email or phone number is wrong and cannot be edited.
  • Your profile is connected to the wrong unit.
  • Your access features are missing because your profile looks incorrect.

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