FAQ

Getting Started & Onboarding

Training and Resources

1. Do you have any training opportunities? 
   1. We have multiple live and self-serve training opportunities for you and your teams. Learn and join here 
2. Do you have any training guides?
   1. We have several digital and printable guides here - Building Engineer Admin Guide and Tenant Admin Guides

Roles, Permissions, and Team Setup

1. What roles and permissions should I set up for my team?
   1. A User Role determines the level of access each person has to the app and dashboard. User roles can be edited individually or in bulk from the Directory table. See the User Roles & Permissions article here 
2. How do I enable regular users to use the web dashboard? 
   1. Regular users can now access the web dashboard and perform the following actions: see highlights and events, RSVP to most events, sign waivers, and complete surveys.  Please follow the instructions in our help article here 

Signing In & Account Access

1. How do users sign in on the mobile app?
   1. Users signing into their building mobile app can follow the instructions in our article here 
2. How do users sign in on the dashboard?
   1. Users signing into our web dashboard can follow the instructions in our article here.
3. How do users set up passwords on the mobile app and dashboard? 
   1. Please follow the instructions in our article here 
4. How can I update my name, phone number, or email?
   1. Currently, changes such as updating a user's name or phone number can only be done via the mobile app by selecting edit under your name. For email changes, these typically require assistance from the building team or tech support.

Managing Sites, and Users Building Access

1. I need to be added to another site. How do I do that?
   1. If you work at multiple sites or buildings that use the Cove system, please reach out to your organization's point-of-contact to be added to the additional site. Once you are added, you will be able to navigate between sites by clicking the carrot icon (⌄)in the upper left of the app or dashboard and choosing the site name from the dropdown. 
2. A building I should have access to isn't showing up in my app. What do I do?
   1. First, try logging out and back into the app. If the building still doesn't appear, your account may not have been added to that specific site yet. Contact your building's property team or organization's point-of-contact to request access. Once added, you can switch between sites using the dropdown arrow (⌄) in the upper left of the app or dashboard.
3. How do I bulk upload users? 
   1. Download the Tenant User Upload Template from the Directory section of your dashboard. When filling out the template, note two key formatting rules: (1) Tenant Name must exactly match — including capitalization and special characters — what is listed in the Tenant Directory. (2) User Role is case sensitive and must be entered as one connected string. Common user role values are: regular, tenant-admin, building-admin, and building-engineer. 

User Invitations and Welcome Emails

1. I added a user, but they haven't received a welcome/setup email. What should I do?
   1. First, double-check that you selected the welcome email icon to send out the invite to the app email. Check that the email address was entered correctly when adding the user — a typo in the email is the most common cause. If the email looks correct, the email may be suppressed or blocked. Ask the user to check their spam/quarantine folder and search for emails from buildings@cove.is. If they still can't find it, contact tech support at techsupport@cove.is, as the email may need to be un-suppressed in the system.

Mobile Access

1. I am receiving a 'couldn't find your account' message on the access tab - how do I fix this? 
   1. If you encounter a we couldn't find your account', an "invalid email", or "incorrect email" message while setting up mobile access, likely, your email address does not match the one in the building's access control system. Follow the steps in the article here
2. What is directory syncing, and which access control systems does it apply to? 
   1. Directory syncing allows Cove to automatically sync user data with your access control system. This feature is applicable to OpenPath integrations.

Incidents

1. How long are incident reports stored in Cove, and who can view them? 
   1. Incident reports in Cove are stored indefinitely — there is no expiration or automatic deletion. (Visibility and privacy settings should be confirmed with your building's admin team.)

Events

1. Why can a user see events that others on their team cannot?
   1. Event visibility is tied to a user's assigned home location. If a user is assigned to a different site or campus location than their colleagues, they may see a different set of events. 

Reservations

1. Can regular users make space or amenity reservations on the web dashboard? 
   1. The ability for regular users to make space/amenity reservations directly on the web dashboard is not yet available

Visitors

1. I cannot register a visitor on the mobile app. 
   1. This is likely because you have a user role which does not allow you to register visitors. If you believe you should have this permission, please reach out to your building's property team or to your organization's Tenant Admin/point-of-contact. 

Work orders & maintenance

1. Why Am I Not Getting Work Order/Inspection Notifications?
   1. If a Default Assignee is assigned to a Work Order, Work Group users will not receive notifications. Property Teams can adjust this setting in the Work Group page to ensure that, even with a Default Assignee, Work Group users continue to receive push notifications and emails.
2. Why Can't I Submit Work Orders in Cove?
   1.  Regular Users and Tenant Hosts are not permitted to submit work orders in Cove(unless regular users + WO access is added to your site). If you need a work order, contact your office admin or building management to create one on your behalf or update your user role.
3. Can I limit work order notifications to business hours only?
   1. Yes. In the dashboard, go to Work Order Setup → Work Groups, open the relevant Work Group, and set the Work Order Notification Hours to your preferred business hours (e.g., Monday–Friday, 8am–6pm). Work orders submitted outside those hours will be held and notifications will be delivered at the start of the next business day.
4. Why is the due date field missing when I create a work order?
   1. The due date field only appears if it has been enabled for that issue type. To turn it on, go to the Work Order module → Issue Types → click the pencil icon next to the relevant issue type → scroll to the Timing section → check "Collect Due Date?" The due date field will then appear when creating work orders of that type.

Troubleshooting 

1. What is the meet the team section?  
   1. The Meet the Team section is a helpful way to inform tenants about who is on your property management team. Read how to set up the section here  
2. How do I update my app?
   1. It's important that your building app is updated to the most recent version. Read this article on how to update
3. My App Is Crashing. What do I do?
   1. Please check to make sure your operating system supports the app. 
   2. Please check to make sure your app is updated. 
   3. If you are still experiencing app crashes, reach out to techsupport@cove.is
4. I Am Seeing a Banner Saying I Am Not Authorized to Access the Web Dashboard. What Does This Mean?
   1. That banner appears when you try to access the web dashboard without having a role that permits dashboard login. The web dashboard is intended for Tenant Admins and building team roles. Regular Users should use the mobile app (unless the site has configured regular users to also have dashboard access)
5. How do I manage my Gym Membership 
   1. Membership sales, auto-renewal terms, and cancellations are managed by your building management team. If you have questions about month-to-month options or see an Auto-Renewal Terms checkbox in the app, contact building management to confirm the available plans and how renewals work at your property
6. I Received an Error Message Saying That My Account Has Been Suspended Due to Multiple Failed Login Attempts. What Do I Do?
   1. Please reach out to your building's property team or to your organization's Tenant Admin/point-of-contact to unsuspend your account. 
7. What Operating System Do I Need to Be On to Use the Mobile App?
   1. Click here to find our most recent system requirements. 

8. I did not receive my six-digit login code. 

   1. Click here to find out more about login codes. 
9. How do I Stop Email Announcement for my account/ someone else's account?
   1. The user can select opt out of these emails at the bottom of the announcement. 
10. How Do I Opt a User Back Into Announcements?
    1. Individuals on the mobile app can select Notification Settings on the left side bar and select subscribe to Property communications under email announcements.