PropertyBoss Client Care is here to help with software issues, unexpected errors, and questions about how PropertyBoss features function. Some requests may involve your company's business processes, accounting decisions, training needs, local technology, or third party products. In those situations, another resource may be better suited to assist.


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What Client Care Can Help With

Client Care can assist with PropertyBoss software issues, including:

  • Error messages or unexpected system behavior
  • Features, screens, or reports not functioning correctly
  • PropertyBoss or portal login and access issues
  • Settings not saving as expected
  • Questions about how a PropertyBoss feature or setting functions
  • Troubleshooting supported PropertyBoss integrations or add on services


What Client Care Cannot Do for You

Some requests involve completing work or making decisions on behalf of your organization. These activities require knowledge of your business practices, policies, financial records, or operational needs and must be handled by your team.


Examples include:

  • Researching transaction registers, balances, or discrepancies
  • Rebuilding owner statements or tenant ledgers
  • Determining how transactions should be posted or classified
  • Performing accounting or reconciliation work
  • Interpreting reports or financial results
  • Creating or changing data based on business decisions
  • Completing day-to-day business activities on your behalf


How to Tell the Difference

A simple way to determine whether Client Care is the right resource is to ask:

  • Is PropertyBoss producing an error or not functioning as expected? This is generally a software support issue.
  • Is PropertyBoss working, but I need help researching information, interpreting data, making a business decision, or completing work? This is generally work that must be handled by your organization.


Real-life examples:

1. Reports

  • Client Care can help: A report fails to run and displays an error.
  • Your organization handles: The report runs successfully, but you need someone to research why its totals differ from what you expected.


2. Tenant payments

  • Client Care can help: A tenant cannot submit a payment because of a portal error.
  • Your organization handles: You need someone to determine what a tenant should have been charged and make the appropriate account changes.


When Another Resource May Be Better

Not every request outside Client Care is an administrative request.


Accounting questions

Client Care can explain how PropertyBoss functions, but accounting advice and decisions should be handled by your accountant, CPA, bookkeeper, or another qualified financial professional.


Training and workflow guidance

If PropertyBoss is working correctly but you need help learning how to perform a task, developing workflows, or understanding best practices, training or educational resources may be more appropriate. This article may also be of assistance: Understanding Support vs. Training


IT issues

Problems involving your workstation, internet connection, network, firewall, VPN, printer, or other local technology may require assistance from your IT provider.


Third-party software

Client Care can troubleshoot supported PropertyBoss functionality related to an integration, but questions about another product may need to be directed to that software provider.


What Client Care Can Still Do

Even when Client Care cannot complete a task on your behalf, we may still be able to:

  • Explain how PropertyBoss works
  • Point you to relevant screens, reports, or settings
  • Clarify what data PropertyBoss uses
  • Direct you to available documentation or training resources
  • Troubleshoot a PropertyBoss error preventing you from completing your work


Key Takeaway

PropertyBoss Client Care focuses on helping you understand and troubleshoot the software. Your organization remains responsible for its business decisions, accounting practices, company data, workflows, and day-to-day operations.