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How to Disable Automated Messages to a Tenant

Stop all messages to a tenant. Learn how to remove their email/phone to prevent system notices and disable their portal access.

Theodore Lau avatar
Written by Theodore Lau
Updated yesterday

This guide explains how to prevent Property Matrix from sending system-generated communications to a specific tenant. To do this, you must remove the tenant's primary contact details from their profile.

Part 1: Remove Primary Contact Information

Following these steps will stop all messages, including reminders and notices, from being sent to the tenant from Property Matrix.

  1. Navigate to the Accounting page and select the Tenants tab.

  2. In the left sidebar, select the tenant you wish to modify.

  3. Click on the Details tab.

  4. Open the [Tenant Name] Information dropdown menu.

  5. Click on the Primary Email Address field, delete the contents, and do the same for the Primary Phone Number field to leave them blank.

  6. Click the Save button to confirm your changes.

Part 2 (Optional): Store Contact Information Using Custom Fields

If you want to stop system messages but still keep the tenant's contact information on file for your reference, you can create custom fields.

To Create Custom Fields:

  1. Navigate to the Settings page.

  2. Select Custom Fields from the sidebar.

  3. Click the New Custom Field button.

  4. Fill out the details for an email field as follows:

    • Field Name: Email Address

    • Applies To: Tenant

    • Field Type: Text (This is the default setting)

  5. Click Save.

  6. Repeat steps 3-5 to create a field for the phone number, using Phone Number as the Field Name.

To Use Your New Custom Fields:

Once created, you can return to the tenant's profile (Accounting > Tenants > [Tenant Name] > Details). The new Email Address and Phone Number fields will appear under the "Custom Fields" header, where you can enter and save their contact information.

Important Consequence: Tenant Portal Access

Removing a tenant's Primary Email Address will disable their access to the tenant portal. The portal requires a valid primary email address to function.

If you need to disable messages for a tenant who currently has portal access, you must follow this specific order of operations:

  1. Navigate to the tenant's Details tab.

  2. In the [Tenant Name] Information section, uncheck the Online Access box.

  3. Click Save.

  4. Once the page refreshes, delete the Primary Email Address.

  5. Click Save again.

Note: The system's validation requires you to first save the change to Online Access before removing the email address. You cannot perform both actions in the same step.

Final Caution

Please be aware that completing these steps will prevent Property Matrix from sending all system-generated communications to this tenant. This includes, but is not limited to, late payment notices, failed payment warnings, and other important reminders. You will be responsible for communicating with this tenant externally.

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