FAQ & Troubleshooting

Find quick answers to the most common questions regarding the EstateTrack platform.

Tenants & Portals

Q: My tenant hasn't received their portal invite link. What should I do?

A: Invite links are sent via WhatsApp, SMS, or Email. If they did not receive it, you can easily generate a new one. Go to the tenant's profile, click Generate Invite Link, copy the link directly, and paste it into a WhatsApp chat with them. Note that generating a new link automatically invalidates the old one.

Q: Why can't I see my tenant's password?

A: For security reasons, passwords are encrypted (hashed) in our database. Neither you nor the EstateTrack support team can see a tenant's password. If they are locked out, tell them to use the Forgot Password link on the login page.

Billing & Invoices

Q: I added a tenant on the 29th. Why didn't they get an invoice for next month?

A: The automated invoice generator runs on the 28th of every month. If a tenant is added after the 28th, you must manually create their first invoice. Navigate to Rent → Invoices and click Create Manual Invoice. Starting the following month, the automated system will pick them up.

Q: My tenant moved out, but they keep getting rent invoices.

A: This happens if you did not officially close their lease. Go to the tenant's profile and click Move Out. This deactivates their lease, sets their unit to vacant, and stops all future automated billing.

Staff Access

Q: Can my caretaker see my financial reports?

A: No. Users with the Caretaker role have a severely restricted view. They can only see tenant names, unit numbers, and maintenance requests for the specific properties you assign to them. They cannot view rent amounts, invoices, or financial summaries.

Account & Subscriptions

Q: What happens if my EstateTrack subscription expires?

A: If your subscription expires, your account enters a read-only state. Automated rent invoices will stop generating, and you will not be able to add new tenants or properties. Your historical data is safe and will be fully unlocked as soon as you renew your subscription.

Q: How do I change my subscription plan?

A: Go to Settings → Billing. From there, you can upgrade or downgrade your plan. Note that you cannot downgrade to a plan whose unit limit is lower than your current active unit count.

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