User Help Centre FAQ
What you can do
Access, doors & Digital Key
Door Access FAQ for offline unlock, intercom and common door questions, Bluetooth range, and app-side troubleshooting.
Guest access
Guest Access FAQ for Guest PIN vs Guest App, guest limits, and fixing access that was not received.
PINs & keypad
PIN Code FAQ for keypad PIN issues, PIN reset, intercom PIN, and PIN-related access failures.
Work requests & service
Work Request FAQ for submission errors, ticket status questions, and missing Work Requests in the app.
Thermostats
Thermostat FAQ for controls, model differences, offline troubleshooting, and what to do when settings are missing.
Leak detection
Leak Alert FAQ for what to do when a sensor triggers, how sensors work, and who to contact.
Amenities booking
Amenity Booking FAQ for booking errors, availability questions, and cancellation help.
Account & profile help
Profile Overview for account settings, password changes, notifications, and sign-in recovery.
Details and helpful notes
Details and helpful notes
Good next articles
Start with these guides for common tasks, setup, and troubleshooting in this area.
Access, doors & Digital Key
Access & Doors Overview
Digital Key, Common Areas, Manage Access, PINs, guests, offline unlock, and door troubleshooting—start here for any acce...
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Door Access FAQ
Digital Key, offline unlock, PINs, intercom/common doors, Bluetooth issues, lock battery, and access recovery FAQs.
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Manage Access Overview
Manage Access is home for My PIN, Intercom PIN, co-residents, and guest invites—open the linked article for each task.
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Lock or Unlock a Door with the Grata App
Use this guide to lock or unlock doors and confirm access status.
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Use Digital Key Offline
Use this guide to unlock with Digital Key when your phone loses internet in the Grata Smart Living app. Digital Key may...
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Unlock Intercom and Common Area Doors with the Grata App
Unlock lobby, intercom, elevator, and other shared doors from Common Areas—review LIVE entry screens when shown, then ta...
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What If My App Is Not Unlocking My Door?
If the Grata Smart Living app is not unlocking your door, work through Bluetooth, permissions, connectivity, proximity,...
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Bluetooth / Range Troubleshooting
If mobile unlock is inconsistent, the issue is often Bluetooth, phone permissions, distance from the lock or reader, or...
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PINs & lock troubleshooting
PIN Troubleshooting in the Grata App
Fix common PIN issues—wrong codes, unresponsive keypads, missing My PIN, expired guest PINs, sync delays, and temporary...
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My PIN Is Not Working
When your PIN won't open the door, confirm the correct code in Manage Access, wake the keypad, check for lockouts or exp...
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What Happens If the Lock Battery Dies?
If your smart lock battery dies, app unlock and PIN access may stop working—use a physical key or mechanical backup if y...
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What Happens During a Power Outage?
During a power outage, suite locks, PINs, app unlocks, intercoms, and elevators may behave differently depending on your...
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Can I Access My Unit If My Phone Dies?
Yes, if PIN access is enabled and you know your current PIN, you can unlock your door from the keypad without using your...
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View or Find Your PIN Code
Check your current door PIN from Manage Access — and create a new one if you've forgotten the old.
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PIN Code Security
Keep PIN access secure—keep your resident PIN private, use guest PINs for visitors, change your PIN when needed, and rem...
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Access Permission Error
If you see an access permission error, your account may not have the right building, unit, role, or access permissions e...
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Guests & visitor access
Guest Access Overview
Give visitors their own Guest PIN or Guest App access instead of sharing your personal PIN.
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Guest Access FAQ
Guest PIN vs Guest App, limits, building reach, removing access, and fixing invites that never arrive.
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Guest Limit Reached in the Grata App
Some buildings cap active guests, guest PINs, or temporary access entries. Remove inactive guests under Manage Guests, t...
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Can Guests Access the Building or Just My Home?
Use this guide to send, manage, or troubleshoot guest access.
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Guest Did Not Receive Access
Your guest didn't get their invite or PIN? Here's how to resend it, double-check the dates, and confirm they're set up c...
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Bookings & amenities
Bookings & Amenities Overview
View building amenities from the Amenities section. Some amenities can be reserved, some are drop-in, and some only disp...
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Book an Amenity
Book an amenity in the Grata app when your building enables reservations — choose a Reserve amenity, pick a time, and co...
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View Your Amenity Bookings in the Grata App
View upcoming amenity bookings from the My Bookings tab. Only amenities you have reserved appear here — drop-in and hour...
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I Cannot Book an Amenity
If you cannot book an amenity, it may be because the amenity is drop-in, hours-only, fully booked, restricted by buildin...
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Work requests
Work Requests Overview
Submit maintenance tickets, track My Tickets, and read status updates when your building uses Work Requests.
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Work Request FAQ
Submit and track Work Requests, read statuses, and fix tickets that will not submit.
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Create a Work Request
Create a work request in the Grata app—choose a category, describe the issue, add photos or access notes if needed, and...
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I Cannot Submit a Service Request
Request won't submit? Open Work Requests, tap Request A Service, fill required fields, check connectivity, restart the a...
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Devices & alerts
In-Suite Devices Overview
Thermostats, leak sensors, and other in-unit devices connected to Grata—when your building assigns them.
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Thermostats in the Grata App
Thermostats in Grata let you check temperature and humidity, change mode, set holds, and adjust fan settings when your b...
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Thermostat FAQ
Common thermostat questions—what you can control in Grata, why settings may be missing, and how holds work.
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Thermostat Is Not Connecting or Showing Data
Troubleshoot when your thermostat is missing, offline, or not showing data in the Grata app — refresh the app, confirm y...
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Leak Detection Overview
Water sensor alerts in your unit—what they mean and how to respond with your building.
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Leak Alert FAQ
Leak sensor alerts—what they mean, first response steps, and when to contact building maintenance.
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Account & app support
Grata App Overview
Orientation to the Grata Smart Living app—access, bookings, requests, notices, devices, and what your building enables.
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Feature Missing From the App
If a feature is missing from the Grata Smart Living app, it is usually because your building has not enabled that featur...
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Can I Change My Email?
You cannot change your sign-in email inside Grata Smart Living—it is tied to your building account. Contact your buildin...
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Keep Your Access Information Private
Treat your PIN, Digital Key, and guest credentials like house keys—use approved guest tools instead of sharing personal...
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Report a Privacy or Access Concern
If you notice suspicious access activity, an unexpected PIN or guest access issue, or a privacy concern in the Grata Sma...
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Contact Property Management or Support
Reach your property management team or Grata support straight from the app — Rudy AI, Email Support, or your building's...
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Contact Support from the Grata App
Open Profile > Software Support in Grata Smart Living to reach Meet Rudy or Email Support for app help.
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Account & app support
More FAQ
Can I Remove Guest Access Anytime?
Yes — you can revoke a guest's access from your phone the moment you need to, no notice required.
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Does Bluetooth Always Need to Be On?
Bluetooth does not need to be on for every app feature, but may need to be on for nearby door unlock — here's how it wor...
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How Do I Book Amenities?
Reserve gym, party room, and other amenities from Amenities—pick Reserve, choose date and time, confirm Booking Complete...
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How Do I Give Someone Access to My Unit?
Co-residents, guests, and PIN codes — three ways to let someone into your unit, depending on how long they're staying.
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How Do I Unlock My Door?
Your available unlock methods depend on your building setup. You may be able to unlock with the Grata Smart Living app,...
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Where Do I Find Building Notices?
Use this guide to find building notices and announcements in the Grata app.
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Who Controls My Access?
Property management controls your access permissions — Grata reflects the building setup; contact your building team if...
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More troubleshooting
App Shows the Wrong Building or Unit
If the Grata Smart Living app shows the wrong building, unit, or resident information, your account may be connected to...
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Bluetooth Not Working
Use this guide to complete resident tasks in the Grata app.
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Honeywell T9 Troubleshooting
When your Honeywell T9 isn't responding, here's what to check before contacting maintenance — Wi-Fi, sensor batteries, a...
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I Am Not Receiving Notifications
Notifications stopped coming through? Walk through your phone settings, Grata's notification preferences, and Do Not Dis...
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I Did Not Receive My Welcome Email
If your Grata invite never showed up or you still cannot finish setup, check spam and the email on file with your buildi...
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Passwords Do Not Match
If you see a "Passwords do not match" message, the New Password and Confirm Password fields do not exactly match.
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Report Incorrect Account Information
If building, unit, or resident details are wrong and cannot be edited, report them to your building team.
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What Permissions Do I Need Turned On?
Grata needs a few phone permissions to work — Bluetooth, notifications, and location — here's why each one matters.
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What to Do If You Receive a Leak Alert
If you get a leak alert, here's exactly what to do first — find the water, shut it off if you can, and tell your buildin...
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Why Can't I Connect To My Lock?
If the app cannot reach your lock, check Bluetooth, permissions, range, account access, and lock battery — these checks...
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Why Is My App Not Working?
App issues are usually a quick fix — check for an update, sign back in, or restart your phone.
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