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Setting up the Tenant Portal

Get the Tenant Portal ready before your first tenants open it: your brand, the sections they see, what they fill in before signing, and the answers and services you offer. How the portal works for tenants is explained in Tenant Portal.

Before you start​

  • Plan: any plan. Online payments in the portal (virtual IBAN and card) come with VIVIN payments, which VIVIN switches on for your account.
  • Permissions, in Settings → Users → Role Permissions:
    • Account Settings → Module and Account Settings → Preferences for Global Settings and Portal settings. Super Admin and Admin have both by default.
    • Account Settings → Categories for Services. Super Admin and Admin have it by default.
    • Account Settings → Chatbot for FAQs. Only Super Admin has it by default.
  • Have your logo (PNG or JPG, up to 2 MB), a square icon (PNG, at least 192×192 px) and your brand colour at hand.

Steps​

1. Brand the portal​

Settings → Global Settings, Branding card

Click the pencil, add your Logo, Icon Logo and Website, pick the Primary Colour (buttons and links in the portal) and the Email Colour, then save.

Result: the portal and your tenant emails carry your logo and colours. See Branding.

2. Choose the language and what tenants see​

Settings → Portal settings, Tenant Portal card

  1. Click the pencil. Set the Default language for tenants who have not picked one.
  2. Under the portal modules, turn on what tenants should see: Allow to create tickets (requests on the Support tab), Allow to see services, Allow to see utilities, Allow to see entry codes, the two Nuki buttons, Allow to see payment descriptions and Allow to see transaction history.
  3. Click Save.

Result: the portal shows only those sections to every tenant without a tenant category that overrides them. See Portal settings for each toggle.

3. Choose what tenants provide before signing​

Settings → Portal settings, Tenant Portal card

  1. Click the pencil. Under the editing toggles (for example Allow edit fiscal ID or Allow tenant to edit IBAN), choose what tenants may change themselves.
  2. Under Mandatory for contract signing, turn on each field the signing wizard must require.
  3. Under Required documents, type the name of each file tenants must upload, such as "ID or passport", and click Add.
  4. Click Save.

Result: contracts not yet signed now ask for these fields and files. Tenants cannot finish signing until each required document is uploaded.

4. Add answers for tenants (optional)​

Settings → FAQs

Add or generate your frequently asked questions and publish them. Published FAQs appear at the bottom of the portal's Support tab, even with Allow to create tickets off, and the tenant ChatBot uses them as reference. See FAQs.

5. Offer services (optional)​

Settings → Services

Add the extras tenants can request, such as cleaning or late check-out, with their price and whether they need your approval. See Services.

Result: tenants see them on the portal's Services tab, when Allow to see services is on.

6. Check the portal as a tenant​

Portfolio → Bookings, a booking, Contract Info → Method of payments

Click Impersonate Tenant. The portal opens in a new tab exactly as that tenant sees it.

Result: you see your brand, the sections you chose and the signing requirements. Look, don't act: anything you submit there counts as the tenant's action.

7. Give tenants their access​

Contract Info → Check-in & Check-out of each booking

Click Send portal access to email the tenant their personal link. Your onboarding email can also carry it with the {tenant_portal_url} variable (see Emails).

Result: the button reads Resend portal access, and the tenant opens the portal from the email.

Done when​

  • The portal shows your logo and colours.
  • Tenants see only the sections you chose, and the signing wizard asks for your required fields and documents.
  • Your tenants have their access links.

Troubleshooting​

  • Tenants have no Payments tab. VIVIN payments are not on for the account, Property Payments is off on the property, or the tenant's category does not allow payments.
  • A tenant sees different sections from the others. Their tenant category overrides the portal settings for its tenants.
  • A tenant cannot finish signing. A required field is empty and they are not allowed to edit it, or a required document is missing. Allow editing for that field, fill it in on the tenant yourself, or ask for the upload.
  • Send portal access is greyed out. The booking came from Airbnb or Booking.com through Channel Manager.

Tips​

  • Name required documents the way you would ask a tenant: the same words appear in the portal and on the booking's Files tab.
  • The portal can be installed on a phone like an app, and tenants can turn on notifications there. See Tenant Portal.
  • Turning Allow to see entry codes off hides the codes in the portal, not in the check-in email.