--- title: How does the ElevateOS & Entrata integration work? description: Learn about the Entrata & Elevated Living integration --- [Skip to content](https://help.elevateos.com/how-does-the-elevated-living-entrata-integration-work#main-content) English Show submenu for translations ![Elevate OS Logo (2)](https://help.elevateos.com/hs-fs/hubfs/REBRAND/Elevate%20OS%20Logo%20(2).png?width=200&height=133&name=Elevate%20OS%20Logo%20(2).png) - [Default HubSpot Blog](http://blog.elevatedliving.com/blog) Open main navigation Close main navigation - [Default HubSpot Blog](http://blog.elevatedliving.com/blog) - English Show submenu for translations - Go to app.elevatedliving.com Go to app.elevatedliving.com Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Customer Success Portal](https://help.elevateos.com/?hsLang=en) 2. [Integrations](https://help.elevateos.com/integrations?hsLang=en) 3. [PMS - Entrata](https://help.elevateos.com/integrations?hsLang=en#pms-entrata) # How does the ElevateOS & Entrata integration work? ## Learn about the ElevateOS & Entrata Integration *How ElevateOS works with Entrata: what syncs, how to connect a building, how to use it day to day, and what to check when something does not look right.* **Last updated:** October 2026 **For:** property management teams, on-site staff, Entrata administrators and IT Using another system? See the [Yardi Integration User Guide](https://claude.ai/artifact/DGUee6MCPaNc3nZNL5Eetg) or the [RealPage Integration User Guide](https://claude.ai/artifact/F3XAweZQ99ciwCiFT97CT2). | If you are… | Start here | | --- | --- | | An Entrata admin or IT | [Requirements](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#requirements), [Initial setup](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#setup), [Changing your connection](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#changes) | | On-site staff | [Sync schedule](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#sync), [Residents and accounts](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#residents), [Maintenance and work orders](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#work-orders) | | Seeing something wrong | [Troubleshooting](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#troubleshooting) and [what to send ElevateOS Support](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#support-checklist) | ### In this article 1. [Overview](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#overview) 2. [Requirements](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#requirements) 3. [Initial setup](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#setup) 4. [Sync schedule](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#sync) 5. [Residents and accounts](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#residents) 6. [Maintenance and work orders](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#work-orders) 7. [Units, leases, vehicles and inspections](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#data) 8. [Message records in Entrata](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#messages) 9. [Rent payments](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#payments) 10. [Changing your connection](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#changes) 11. [Troubleshooting](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#troubleshooting) 12. [FAQ](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#faq) 13. [What Entrata does and does not do](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#limits) 14. [Quick reference](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#reference) Overview ElevateOS connects each building to Entrata. Entrata stays the place where residents, units and leases are maintained. ElevateOS reads that information on a schedule. Maintenance requests flow both ways. Vehicles on resident records are read from Entrata. ElevateOS needs two things from you to connect a building: the **domain prefix** of your Entrata account and the **property** that matches the building. Your Entrata administrator or IT team also has to give ElevateOS access to the Entrata API for your properties. Your ElevateOS onboarding contact tells you how. ### At a glance | Function | Direction | How often | What it does | | --- | --- | --- | --- | | **Residents and households** | Entrata → ElevateOS | 6 AM, 9 AM, 12 PM, 3 PM and 6 PM Central Time | Creates and updates accounts for people on Future, Current or Notice leases. Deactivates people who no longer come back from Entrata. Read-only: nothing is sent back. | | **Units and unit types** | Entrata → ElevateOS | Same schedule | Keeps units in step with Entrata and links residents to their units. | | **Leases** | Entrata → ElevateOS | Same schedule | Keeps lease dates and status in step with Entrata. Rent, deposit and balance carry through as read-only data. | | **Work orders** | Both ways ⇄ | Sent to Entrata when submitted. Changes made in Entrata are checked every 15 minutes. | Requests created in ElevateOS are sent to Entrata first. Requests created in Entrata appear in ElevateOS. Status and closing comment sync in both directions. | | **Vehicles** | Entrata → ElevateOS | Once a day | Adds vehicles found on resident records in Entrata. New vehicles only. See [Units, leases, vehicles and inspections](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#data). | | **Chat, text and email records** | ElevateOS → Entrata | As messages are sent and received | Optional. Records message text as lease activity in Entrata, for communities where ElevateOS has enabled it. See [Message records in Entrata](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#messages). | | **Resident deactivation** | Entrata → ElevateOS | With each sync | Accounts of people whose lease becomes Past, or who are no longer returned by Entrata, are deactivated. They are not deleted. | | **Rent payments** | Not supported | n/a | Pay Rent opens a payment page you choose. See [Rent payments](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#payments). | *Rent payments, ledgers and inspection results stay outside this connection.* **GOOD TO KNOW** Entrata is the source of truth for resident details. Change names, emails, units and move-out dates in Entrata. The next sync brings the change into ElevateOS. Edits made to those fields in ElevateOS are overwritten. Requirements **BEFORE YOU START** Your Entrata administrator or IT team must give ElevateOS access to the Entrata API for your properties. ElevateOS cannot see or change settings inside your Entrata account. Follow the Entrata integration instructions your ElevateOS onboarding contact provides, and submit a support ticket for PMS integration. ### On the Entrata side - **Your domain prefix.** This identifies your management company in Entrata. It is the same for every property your company manages. - **The property for each building.** Each Entrata property has a numeric property ID. In ElevateOS you pick the property from a list, so you do not type the number yourself. Keep the ID at hand in case Support asks for it. - **API access for ElevateOS,** arranged by your Entrata administrator or IT team using the instructions from your ElevateOS contact. ElevateOS Support does not have exact Entrata permission steps to give you, so rely on those instructions. - **Maintenance lists set up in Entrata:** locations, categories and problems. ElevateOS shows only locations and problems that are enabled for the resident portal in Entrata. Each problem must be linked to the locations and categories where it applies. If a problem is not linked, the Problem list in the request form is empty and the request cannot be finished. - **Work order status names in Entrata** that ElevateOS can use when it sends a status change: New or Web, Open, Awaiting Parts, Completed or Work Completed, and Cancelled. See [Maintenance and work orders](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#work-orders). - **Any field your Entrata setup requires on a new work order** must be one the ElevateOS form can fill in. If Entrata rejects a request, the request is not created. ### On the ElevateOS side - **ElevateOS Support can help with the connection.** Tell your onboarding contact your domain prefix and which Entrata property belongs to each building. - To connect a building yourself, **Organisation** appears in the **Dashboard** menu for Administrator and Manager roles. Other roles do not see it. - Adding a new Property Management Company record needs an Administrator account. - The building must already exist in ElevateOS. - A building can be connected to one property management system at a time. If you cannot see Organisation or a step is unavailable to your account, contact your ElevateOS representative. ### Resident data in Entrata ElevateOS identifies each resident by email. These data rules decide whether a person gets an account. | Rule | Detail | | --- | --- | | **Lease status** | Only people on a Future, Current or Notice lease get active accounts. Applicants, and anyone whose lease has not reached Future status in Entrata, are not synced. Past and cancelled leases are not synced. | | **Who is synced** | Residents and household members who have their own Entrata profile and their own email. Guarantors and Minors are not synced. | | **Email** | Required. A person without an email in Entrata is skipped. | | **Names** | First name and last name must both be present. A missing last name stops the account from being created. | | **One person, one email** | Each email maps to one building and one role. A duplicate email in Entrata, or an email that already belongs to a staff or manager account, can block or mislink an account. | | **Phone** | A phone number from Entrata is filled in only when the ElevateOS profile has none. Existing numbers are never overwritten. | | **Preferred Name** | Not synced. ElevateOS uses the first name. | Initial setup Setup has three parts. Gather what you need, connect the building, then wait for the first sync and check the result. ### Gather your information | You need | Used for | | --- | --- | | **A name for your own reference** | The **Name (Internal)** field | | **Your Entrata domain prefix** | The **Management company domain prefix** field | | **User name and password** | The **User name** and **Password** fields. The form requires both. Your ElevateOS contact will tell you exactly what to enter. | | **The property for each building** | Chosen from the **Property** list. The list is fetched from Entrata. | ### Connect the building ElevateOS Support can help with this. To do it yourself as an Administrator or Manager: 1. **Confirm the Entrata side is ready.** Your Entrata administrator or IT team has given ElevateOS API access, using the instructions from your ElevateOS contact. 2. **Open the building.** Go to **Dashboard › Organisation › Places**, then select the building. 3. **Open the Integration tab.** Find the **Property Management System** section. 4. **Choose the integration type.** Set **Integration Type** to **Entrata**. 5. **Choose or add the management company.** If your company is already listed, pick it in **Property Management Company**. Otherwise click **Add New Property Management Company** (requires an Administrator account) and fill in the fields below. | Field | What to enter | | --- | --- | | **Name (Internal)** | A name for your own reference. | | **Management company domain prefix** | Your Entrata domain prefix. | | **User name** | Your ElevateOS contact will tell you exactly what to enter. | | **Password** | Your ElevateOS contact will tell you exactly what to enter. | All four fields are required. The **Add New Company** button stays unavailable until each one is filled in. On success you see *New Property Management Company was successfully added.*, the company is selected for you and the property list loads. 1. **Choose the property.** Pick the building's property in the **Property** list. ElevateOS fetches the list from Entrata. Properties that are already connected to another building are not listed. If the list stays empty or shows an error, stop and contact ElevateOS Support. Do not keep adding company records, because they cannot be edited or deleted afterwards. 2. **Save.** Click **Save**, then reload the page. The button should now read **Connected with Entrata**. The message *Changes saved successfully.* can appear even when the save failed, so use the reload to confirm the building is connected. **GOOD TO KNOW** - Once connected, the type, company and property fields are locked. The only way to change them is **Disconnect**. Read [Changing your connection](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#changes) first. - A company record cannot be edited or deleted in the dashboard after it is saved. If the domain prefix was entered wrongly, ask ElevateOS Support to correct it. - Several buildings that share a management company use the same company record. Each building has its own property. ### First sync Connecting a building does not start a sync. The building is included in the next scheduled sync (see [Sync schedule](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#sync)). If you need the first sync sooner, ask ElevateOS Support to run one. There is no sync button in the dashboard. ### Verify the setup 1. The building shows **Connected with Entrata** after a page reload. 2. After the next sync window, a resident you know is on a Future, Current or Notice lease in Entrata appears in **Clients**, and their profile shows an **Entrata ID**. 3. Create a test maintenance request for a test unit. Check that it appears in Entrata. Search Entrata by resident, unit and description. 4. Change the status of the test request in ElevateOS and confirm Entrata shows the new status. 5. If you use a Pay Rent link, open it as a resident and confirm it lands on the right page. Sync schedule | What | When | | --- | --- | | **Residents, units and leases** | 6 AM, 9 AM, 12 PM, 3 PM and 6 PM Central Time | | **Work orders created or changed in Entrata** | Checked every 15 minutes | | **Work orders created in ElevateOS** | Sent to Entrata when the request is submitted | | **Status changes made in ElevateOS** | Sent to Entrata when you save the change | | **Vehicles** | Once a day | | **Message records (optional)** | As chat, text and email messages are sent and received | **GOOD TO KNOW** - Resident sync is not real time. A move-in added in Entrata at 9:10 AM Central appears at the 12 PM sync. - If a sync fails for a building, the next scheduled run tries again. - The dashboard has no sync button, sync log or last-synced time. If you need a building synced sooner, or want to know how its last sync went, ask ElevateOS Support. Residents and accounts ### How residents get accounts You do not enter residents in ElevateOS. At each sync, a person who is valid in Entrata and has no ElevateOS account gets one. Household members with their own Entrata profile and email get their own accounts. Entrata profiles for vendors or staff that are set up as residents also get accounts. Only people found in Entrata stay active. A resident added by hand in the dashboard, or one who registers in the app, is deactivated at the next sync if there is no matching Entrata profile. If you need test or demo accounts, ask ElevateOS Support to mark them as Not Applicable (see below). ### What stays up to date Name, unit, status, move-in and move-out dates, lease dates and unit type are refreshed from Entrata at each sync. Manual edits to those fields in ElevateOS are overwritten. Phone number is the exception. It is filled in only when the ElevateOS profile has none. Each resident's profile shows a read-only **Entrata ID**. To change a resident's email, change it on their Entrata profile. A new ElevateOS account is created at the next sync. ### Move-outs and deactivation ElevateOS deactivates a person when their lease becomes Past or they no longer come back from Entrata. Deactivated accounts are not deleted. If the person comes back on a Future, Current or Notice lease, the next sync reactivates the account. - Make move-out and status changes in Entrata. Activating or deactivating only in ElevateOS does not hold, because the next sync follows Entrata. - Deleting a synced resident in ElevateOS does not remove them. They are created again at the next sync while they are still in Entrata. Remove them in Entrata instead, by moving them out or clearing their email. - Residents with an **Entrata ID** cannot delete their own account. They are asked to contact their administrator. - Support can mark a corporate, model, staff or test account as **Not Applicable** so sync leaves it alone. These accounts cannot submit maintenance requests. - A person who lived in another ElevateOS building has an account there. Support moves it to the new building. Sync does not. - Keyless access does not change with the resident sync. Review keyless access separately when residents move in or out. **BEFORE CHANGING A DOMAIN OR PROPERTY** If ElevateOS receives an empty resident list from Entrata, it deactivates every resident in that building. Changes in Entrata, such as a property that was removed and added again, a new domain or a new Entrata environment, can cause this at the next sync. Tell ElevateOS before you make those changes. Maintenance and work orders ### Lifecycle 1. **A resident or staff member submits a request.** In the app or in the dashboard. Roles that can create and view requests in the dashboard are Administrator, Manager, Property Manager, Staff and Shift Manager. Staff can also create common-area requests without choosing a resident. 2. **ElevateOS sends it to Entrata first.** The request is created in ElevateOS only if Entrata accepts it. If it does not, the dashboard shows *Cannot create a Maintenance Request. Please try again.* and the form closes. Entrata can be slow to answer. Before you submit the request again, wait a few minutes and check the request list, because the first one may still arrive. 3. **Status and closing comment come back.** Requests created in Entrata appear in ElevateOS. Entrata changes are picked up on the 15-minute check. Status changes and the closing comment saved in ElevateOS go to Entrata. ### The request form The Entrata form is different from the form for other systems. Lists come from your Entrata setup each time the form opens. ElevateOS does not store them. There is no priority, short description, photo upload or phase for Entrata requests. #### Dashboard Step 1 asks for the building, the **Request Type** (**Unit** or **Common Area**) and, for a unit request, the resident or unit. Step 2 has these fields. | Field | Required | Notes | | --- | --- | --- | | **Select Category** | Optional unless your setup requires it | List comes from Entrata. | | **Request Description** | Yes | 250 characters maximum. | | **Select Location** | Yes | List comes from Entrata. | | **Select Issue** | Yes | Entrata calls this the Problem. The list is narrowed by the category and location you chose, as Entrata defines. | | **Pets** | No | Off by default. | | **Permission to Enter** | No | On by default. | | **Entry Note** | Yes | 240 characters maximum. Longer text is not cut off. An error shows and **Create Request** stays unavailable. | #### Mobile app Residents and staff work through the same items: location type, location, category, problem, description, permission to enter, an optional timeframe, entry note and pets. The location type is a choice such as **Unit** or a common area. Category appears when your Entrata setup uses categories, and is required when your setup requires it. The timeframe appears only when your community has it turned on and permission to enter is off. A resident who is linked to Entrata goes straight to the request form when opening the Maintenance tab. Photos are not offered for Entrata requests. ### What is sent to Entrata | When | What goes to Entrata | | --- | --- | | **Request is created** | The resident's name, contact details and unit, plus location, category, problem, description, permission to enter and entry note. A request with no resident is sent as a building-level request. | | **Status is changed** | The new status and the closing comment (the Job Summary text). | Not sent to Entrata: photos, priority, cancellation reason, notes, assignee, and later changes to location, category or problem. ### What comes back from Entrata - Requests created in Entrata appear in ElevateOS. A request is linked to a resident by the email on the Entrata request. A request with no matching resident appears as a building-level request. A request whose email belongs to a resident of a different ElevateOS building is skipped. - After a request is imported, only its status, problem and closing comment update from Entrata. The closing comment is imported once, into the **Job Summary**, and long comments are shortened. - Later changes in Entrata to the description, location, category or entry note do not come across. ### Status names ElevateOS and Entrata match statuses by name. Your Entrata property must have the status names ElevateOS sends. | ElevateOS status | Entrata names read into it | Entrata name sent from it | | --- | --- | --- | | **Pending** | New, Web, Call, In Process, Pending Contractor | New or Web | | **In Progress** | Open, Scheduled, Request Reassignment, Warranty | Open | | **On Hold** | Awaiting Parts, Suspended | Awaiting Parts | | **Finished** | Completed, Work Completed, Complete | Completed or Work Completed | | **Canceled** | Cancelled | Cancelled | **STATUS NAMES MUST EXIST IN ENTRATA** If your Entrata property does not have the status name ElevateOS needs, the update to Entrata fails. ElevateOS then shows an error and does not change the status. A request that arrives from Entrata with a status name ElevateOS does not recognise is not imported. Send ElevateOS Support the status name and the property. Cancelling in ElevateOS asks for a **Cancellation Reason**. The reason stays in ElevateOS. Entrata receives only the Cancelled status. Units, leases, vehicles and inspections ### Units and unit types Units come from Entrata and are read-only. ElevateOS uses them to link residents to units, and unit types come from the unit type names in Entrata. Units that Entrata no longer returns are marked inactive. A building that covers more than one Entrata property can be set up by ElevateOS Support. Residents, work orders and vehicles are read from all of its properties. Units and leases are read from the main property only. ### Leases Leases on Future, Current and Notice status are read from Entrata. ElevateOS keeps lease dates, status, rent, deposit and balance as read-only data and records each household member's role on the lease. A lease that ends is closed in ElevateOS. Nothing about leases is sent back to Entrata. ### Vehicles Once a day, ElevateOS reads vehicles from resident records in Entrata (plate, make, model and color) and adds them to the building's vehicle list. Only new vehicles are added, for residents who have a phone number on file. Existing vehicles are not updated or removed. Vehicles added or changed in ElevateOS do not go back to Entrata. Ask your ElevateOS representative how vehicles are used for your community. ### Inspections and move-in checklists Inspections and move-in checklists are native to ElevateOS. Results are not sent to Entrata, and nothing is written back from checklists. Pets and custom fields are not synced. 1. **Open the settings.** Go to **Checklists › Settings › Manage Inspection**. A building that is connected shows **Integrated with Entrata**. 2. **Activate a template.** When you activate an inspection template, ElevateOS opens **Merge unit type** and asks you to match the ElevateOS unit types with the unit types in your Entrata. 3. **Save.** Select the unit types and save. Unit types that are already matched are not offered again. Message records in Entrata This is optional and turned on per community by ElevateOS. When it is on, the text of chat messages, text messages and announcement emails or texts sent to or received from a resident is recorded as lease activity on that resident's lease in Entrata. The full text of the message is recorded. This applies to residents who are linked to Entrata. Ask your ElevateOS representative whether this is enabled for your community. If a record does not appear in Entrata, ElevateOS tries a few times and then stops. Contact Support with the resident and the time of the message. Rent payments ElevateOS does not read rent balances for payment or post payments to Entrata. The in-app payment flow is not available for Entrata buildings. If your building has a **Pay Rent** link, residents are sent to your Entrata resident portal or another payment page. The link is set during onboarding and shows as **Rent Payment Link** on the Building tab of the place. Payments made there are outside ElevateOS. For balances and payment questions, residents contact your property team or the portal provider. Changing your connection **BEFORE YOU CHANGE ANYTHING** Tell ElevateOS before any change in Entrata that affects the connection: a property removed and added again, a new property ID, a new domain, a new Entrata environment or a move to another system. Do not wait until after the change. ### Disconnecting a building 1. Go to **Dashboard › Organisation › Places**, select the building and open the **Integration** tab. 2. Click **Disconnect** and confirm in **Disconnect from PMS**. You see *The building has been successfully disconnected from PMS!* Disconnecting clears the building's synced unit data and removes the Entrata link from its residents' profiles. Resident accounts are not deleted. The building stops syncing and no longer sends requests to Entrata. Contact ElevateOS before disconnecting a building that is in use. ### New domain, new property or a changed Entrata environment - If a property was removed and added again, or your management company moved to a new domain or environment, send ElevateOS the new domain prefix and property ID. Support updates the connection. - Company records cannot be edited in the dashboard, so Support makes the correction. - History from the old connection, such as old work orders, does not move. - Plan the change with ElevateOS so residents are not deactivated by an empty or failed feed. ### Switching from Entrata to another system Tell ElevateOS before the cutover. After a building is disconnected, requests that are still open no longer sync with Entrata, so plan how to handle them. ElevateOS will plan the order of steps with you. Troubleshooting **WHAT THE DASHBOARD DOES NOT SHOW** The ElevateOS dashboard has no sync log, no last-synced time, no sync button and no connection test. It does not show why a particular resident or work order was skipped. ElevateOS Support can check sync status for a building. See [what to send](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#support-checklist). #### The dashboard says "saved" but the building is not connected Reload the page. If the button does not read **Connected with Entrata**, the save did not go through. Try again, or contact ElevateOS. #### The Property list is empty or shows an error - The company record may have been entered with a wrong value, or Entrata access for ElevateOS may not be in place yet. - Do not add more company records. They cannot be edited or deleted afterwards. - Contact ElevateOS Support with the domain prefix you entered. #### Residents or work orders stopped after a change in Entrata - A property that was removed and added again, a domain change or a new Entrata environment can make the old connection invalid. - Residents may stop syncing or be deactivated together, and the maintenance form may be unavailable. - Send ElevateOS Support the new domain prefix and property ID, and contact them right away. #### A resident does not appear in ElevateOS - Wait for the next sync window. - In Entrata, check the person has an email, a first name and a last name, and a lease on Future, Current or Notice status. Applicants, Guarantors and Minors are not synced. - Check that no other Entrata profile uses the same email. - Check the building shows **Connected with Entrata**. - Send ElevateOS Support the resident email and unit. #### A resident was created, then deactivated - Only people found in Entrata stay active. Check whether the person was added by hand or registered in the app and has no matching Entrata profile with the same email. - Check the lease is not Past in Entrata. - If several residents were deactivated at once, check whether the domain, property or Entrata environment changed. Contact ElevateOS right away. #### Two Entrata profiles share an email, and a resident cannot get in ElevateOS keeps one account per email, and it may not be the profile you expect. Clear the email on the outdated profile in Entrata, or delete the duplicate profile. This often happens after a transfer, when a new profile is created for the new unit. #### A resident says the account already exists, or shows in the wrong building One email maps to one building and one role. A person who lived at another ElevateOS building keeps the account there, and an email that belongs to a staff or manager account also blocks a resident account. Contact ElevateOS Support to move the account. Sync does not move accounts between buildings. #### I deleted a resident in ElevateOS and they came back The sync mirrors Entrata. While the person is still on a Future, Current or Notice lease with an email in Entrata, they are created again. Move them out or remove the email in Entrata. #### A name, phone number or unit is wrong or not updating - Name, unit, status and dates come from Entrata. Fix them in Entrata. - A phone number is filled in only when the ElevateOS profile has none. Residents can update their own number in the app. - Preferred Name is not synced. #### The Problem list is empty when creating a request - ElevateOS shows the problems that Entrata links to the chosen location and category. An empty list means no problem is linked to that combination. - Ask your Entrata administrator to link the problem to the location and category, and to enable them for the resident portal. - Try another category. Subcategories are not synced. - Send ElevateOS Support the property, location and category if it still looks wrong. #### A work order is missing in Entrata - A request is created in ElevateOS only if Entrata accepted it. If you saw an error, it was not created. - Search Entrata by resident, unit, description and date. - If Entrata rejected the request because of a field your setup requires, send ElevateOS Support the message you saw. #### A work order is missing in ElevateOS - Requests created in Entrata are checked every 15 minutes. - A request whose status name ElevateOS does not recognise is not imported. - A request whose email belongs to a resident of a different ElevateOS building is skipped. - Send ElevateOS Support the resident, unit, description and the date it was created in Entrata. #### There are two copies of the same work order Entrata can be slow to confirm a request. If a resident or staff member submits again before the first one arrives, Entrata may create both. Wait and check the request list before submitting again. Send ElevateOS Support both requests if a duplicate remains. #### A work order status does not match, or a status change is blocked - Entrata changes arrive on the 15-minute check. Wait for it before comparing. - If ElevateOS shows an error when you change a status, your Entrata property may not have the status name ElevateOS sends. See [Status names](https://www.claudeusercontent.com/?domain=claude.ai&parentOrigin=https%3A%2F%2Fclaude.ai&errorReportingMode=parent&formattedSpreadsheets=true&contentType=text%2Fhtml#status-names). - Send ElevateOS Support the resident, unit, description and both statuses. #### A resident cannot submit a maintenance request Accounts marked **Not Applicable**, such as corporate, staff and test accounts, cannot submit requests. Check with ElevateOS Support whether the account was marked. Residents who are not found in Entrata are deactivated at the next sync. #### The maintenance form is unavailable, or the building looks disconnected The connection may have become invalid because the property or domain changed, or the Entrata agreement ended. Contact ElevateOS Support with the domain prefix and the property. #### Keyless access did not change after a move-in or move-out Keyless access does not change with the resident sync. Review keyless access separately. #### Vehicles I added in ElevateOS are not in Entrata Vehicles are read from Entrata only. Changes made in ElevateOS do not go back to Entrata. ### What to send ElevateOS Support - ☐ Building name - ☐ Your Entrata domain prefix and the Entrata property ID - ☐ Resident email and unit (for resident issues) - ☐ For maintenance issues, the resident, unit, description and date, plus the ElevateOS request ID - ☐ For an empty Problem list, the location and category you chose - ☐ The date and time it happened, with time zone - ☐ A screenshot of what you see, and of the profile or work order in Entrata if you can - ☐ What you already checked in Entrata **Never send a password in a ticket or email.** FAQ #### What do I enter for the user name and password? The company form requires both. Your ElevateOS contact will tell you exactly what to enter. #### Who connects the building? ElevateOS Support can help with it. Administrators and Managers can also do it in Organisation, then Places. Adding a new company record needs an Administrator. #### How often does ElevateOS sync with Entrata? Residents, units and leases sync at 6 AM, 9 AM, 12 PM, 3 PM and 6 PM Central Time. Work orders from Entrata are checked every 15 minutes. Vehicles sync once a day. #### Do I need to create residents in ElevateOS? No. Add them in Entrata with an email and a Future, Current or Notice lease. Accounts are created at the next sync. #### Can I edit a resident's name or unit in ElevateOS? Those fields are refreshed from Entrata at every sync, so edits are overwritten. Change them in Entrata. #### When does a resident lose access at move-out? At the next sync after their lease becomes Past in Entrata, or Entrata stops returning them. Make move-out changes in Entrata. #### Can residents pay rent in the ElevateOS app? Not for Entrata buildings. Pay Rent opens the payment page set up during onboarding. #### Can I correct a wrong domain prefix myself? No. Company records cannot be edited or deleted in the dashboard. Ask ElevateOS Support to correct it. #### Does ElevateOS provide Entrata technical support? No. ElevateOS supports the ElevateOS side of the connection. Questions about Entrata settings, resident profiles and licensing go to Entrata or your Entrata administrator. What Entrata does and does not do in ElevateOS | Feature | With Entrata | Notes | | --- | --- | --- | | **Residents, units and leases** | Yes, read-only | Entrata to ElevateOS, several times a day. | | **Work orders** | Yes, both ways | Status and closing comment go both ways. Created in Entrata first. | | **Vehicles** | Entrata to ElevateOS only | New vehicles are added once a day. Nothing goes back. | | **Chat, text and email records** | Optional | Recorded as lease activity where enabled. | | **Rent payments, balances and ledger** | No | Pay Rent is a link to a page you choose. | | **Inspection results and checklist answers** | No | Inspections and move-in checklists are native to ElevateOS. Unit types are matched. | | **Custom fields** | No | — | | **Pets** | No | — | | **Amenity reservations** | No | — | | **Work order photos and attachments** | No | — | | **Priority, notes, cancellation reason and assignee on work orders** | No | These stay in ElevateOS, or do not exist for Entrata requests. | | **Subcategories** | No | Only categories, locations and problems are used. | | **Applicants, Guarantors and Minors** | No | Not synced. | | **Preferred Name** | No | — | | **Sync log, sync button and connection test in the dashboard** | No | Ask ElevateOS Support. | Other property management systems that ElevateOS supports may cover more. If a feature you need is missing here, ask your ElevateOS representative. Quick reference ### Glossary | Term | Meaning | | --- | --- | | **Domain prefix** | The part of your Entrata address that identifies your management company. You enter it once when you add the company in ElevateOS. | | **Property ID** | The number Entrata uses for one property. In ElevateOS you pick the property from a list that is fetched from Entrata. | | **Management company record** | The saved company entry in ElevateOS that the buildings of one management company share. It cannot be edited or deleted in the dashboard. | | **Location, Category, Problem** | The three lists on an Entrata work order. A problem belongs to a category and to one or more locations. ElevateOS calls the problem the Issue in the dashboard form. | | **Entrata ID** | Shown on a resident profile. It identifies the resident in Entrata and is read-only. | | **Lease activity** | A record on a lease in Entrata. ElevateOS can add message text there where enabled. | | **Not Applicable** | A status Support can set so sync leaves an account alone, for corporate, staff or test accounts. These accounts cannot submit maintenance requests. | ### Setup checklist #### In Entrata - ☐ Entrata administrator or IT has given ElevateOS API access, using the instructions from your ElevateOS contact - ☐ Domain prefix and the property for each building collected - ☐ Locations, categories and problems set up, linked and enabled for the resident portal - ☐ Work order status names in place (New or Web, Open, Awaiting Parts, Completed or Work Completed, Cancelled) - ☐ Resident emails, names, lease status and move-in and move-out dates checked #### In ElevateOS - ☐ Support ticket for PMS integration submitted, or details sent to your onboarding contact - ☐ Integration Type set to Entrata, company chosen or added with the values your contact gave you, property chosen, Save clicked - ☐ Page reloaded and button reads Connected with Entrata - ☐ Pay Rent link set up by onboarding, if you use one #### After the first sync - ☐ A known resident on a Future, Current or Notice lease appears with an Entrata ID - ☐ A test work order reaches Entrata and a status change carries across - ☐ Inspection unit types matched in Manage Inspection --- *For questions about your setup, contact your ElevateOS representative or ElevateOS Support.* - [Getting started](https://help.elevateos.com/getting-started?hsLang=en) - [Integrations](https://help.elevateos.com/integrations?hsLang=en#main-content) - [Access Control - 2N](https://help.elevateos.com/integrations?hsLang=en#access-control-2n) - [Access Control - Brivo](https://help.elevateos.com/integrations?hsLang=en#access-control-brivo) - [Access Control - ButterflyMX](https://help.elevateos.com/integrations?hsLang=en#access-control-butterflymx) - [Access Control - iGloo](https://help.elevateos.com/integrations?hsLang=en#access-control-igloo) - [Access Control - Latch](https://help.elevateos.com/integrations?hsLang=en#access-control-latch) - [Access Control - OpenPath](https://help.elevateos.com/integrations?hsLang=en#access-control-openpath) - [Access Control - 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