Who to contact for help
Section: About GrataCategory: Support & PrivacySupport2 min read
Summary
For most building-specific issues, contact your building or property management team first. They can confirm your resident record, access permissions, unit details, and building-specific settings. If the issue is technical and requires Grata involvement, your building team can escalate it to Grata with the right context.
You should not need to diagnose whether your issue is a building policy problem or a Grata technical problem. Start with your property team — they know your building setup and can point you in the right direction.
Where to start and how escalation works▾
- Contact your building or property management team first for: Access permissions (who can enter which areas and what access methods are enabled); guest or co-resident approvals; resident record issues (your name, contact information, unit, or building is wrong); lease or policy questions; amenity rules; work request handling and timelines; package or delivery process questions; unit or building corrections in the app; and feature availability questions (whether a specific Grata feature is enabled at your property).
- Issues that may be escalated to Grata: App sign-in problems that cannot be resolved by checking contact information; app bugs, crashes, or unexpected behaviour; digital key technical issues (not an access permission issue); PIN sync or smart lock technical problems (not a lock hardware or building policy issue); missing app features that property management has confirmed should be enabled; and connected device integration issues (smart thermostat, leak sensor, etc.).
- How to contact support: When contacting support, include your building name and unit number, the phone number or email address on your Grata account, a short description of the issue, and screenshots if the problem is happening in the app. For Grata app support, use the Find Software Support or Open Rudy AI Support options inside the Grata app — these help route your request to the right team with your building context already attached.
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