PropertyBoss Support is here to help when something is not working correctly in the software. There are times, however, when a request falls outside of software support and into day-to-day administrative work that must be completed by the property management company. This article explains the difference and provides clear examples of each.
What PropertyBoss Support Can Help With
PropertyBoss Support assists with problems related to how the software functions. This includes situations where the system is not behaving as expected or where an error prevents normal use of the software.
Examples of software-related support include:
- Error messages when performing an action in PropertyBoss
- A feature not working as designed
- Login or access issues related to PropertyBoss or a PropertyBoss portal
- Reports not generating due to a system error
- Pages or screens not loading correctly
- Settings not saving due to a software issue
- Portals showing incorrect data due to a technical problem
In these cases, support may troubleshoot configuration, confirm expected software behavior, or identify system-level issues.
What Is Considered an Administrative Request
Administrative requests involve completing operational or accounting tasks on behalf of a property management company. These tasks rely on business decisions, internal policies, or interpretation of company data. PropertyBoss Support cannot perform this type of work.
Common examples of administrative requests include:
- Researching transaction registers or balances
- Rebuilding owner statements or tenant ledgers
- Determining how transactions should be posted
- Reviewing company records to identify discrepancies
- Creating or modifying data based on business context
- Assisting with day-to-day accounting or reconciliation work
- Interpreting reports to explain financial results
These activities require company-specific knowledge and control over business decisions and must be handled internally by the property management company.
How to Tell the Difference
A simple way to determine whether a request is administrative or software-related is to ask the following questions:
- Is the software producing an error or not functioning correctly?
- Is the software working, but assistance is needed to complete work?
If the system is functioning and the request involves research, interpretation, or action on company data, it is considered an administrative request.
If the system itself is preventing the task from being completed or producing incorrect behavior, it is a software support issue.
Real World Examples
Administrative request example: A user asks support to research why a register does not balance and determine what entries need to be corrected.
Administrative request example: A user asks support to review a report and explain why totals differ from expectations.
Administrative request example: A user asks support to determine which charges the tenant should have been billed and apply them.
Why This Boundary Exists
PropertyBoss Support must remain focused on ensuring the software is functioning properly for all clients. Performing administrative work would require making business decisions, accessing sensitive internal records, or interpreting data without full operational context. This separation protects both your business and the integrity of your data.
What Support Can Still Do
Even when a request is administrative, support can often help by:
- Explaining how the software works
- Pointing you to relevant reports or screens
- Clarifying what data the system uses
- Helping troubleshoot errors that block your work
Support is always happy to guide you, even when the task itself must be completed by your team.