Faq

For Residents


Download the Getting Started Guide for Residents here.
I just moved in... How do I start using Zego?
First, reach out to your property manager if they haven’t sent you information on Zego already.
Once your property manager knows that you want to sign up for Zego, they will activate your unit in Zego.
You should then receive an email from Zego that will contain a link to setup your account. After you have setup your account, download the Resident Mobile App from the android or iOS store.
I'm trying to login to the mobile app, but it's giving me an error.
You probably haven't been added as a user to your unit in Zego. Contact your property manager or administrator and ask them to add you to your unit as a resident.
I logged in to the mobile app but I don't see any devices on my unit homepage.
Either your unit hasn't been setup properly, or your user has been created but not assigned to your unit. Please contact your property manager or administrator and tell them to make sure that your user is associated with the correct unit number.
One of my devices is not responding.
First, make sure that your Zego hub is plugged into your router or modem and the power is connected. Try unplugging the power, waiting 15 seconds, and then reconnecting. You can also try reset the hub by pushing the "reset" pinhole button on the front of the hub.
Also make sure that the device has power and is functioning properly when you physically interact with it.
If you still don't see any devices after resetting the hub, contact us either by chatting with one of our support reps through the mobile app, or emailing us at support@zego.io Someone will reach out ASAP to provide assistance.
My lock makes a grinding sound for a few seconds after it locks.
This is likely caused by your lock either being installed correctly, or the door is slightly crooked. If the problem is happening frequently, or it is causing the door to not lock completely, contact your property manager or administrator immediately.
You can also check the lock catch (the cavity in the door frame where the door lock contacts the frame) and make sure there isn't any debris or rough edges that the lock might be catching on.
How do I change my lock code, or create a new temporary lock code?
On the mobile app, go to the lock device page and then click the yellow button with the three white dots on the top right of the lock image. Then click on the yellow button with the white keypad icon.
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This will open the lock code menu. Now you can either delete your user code (and then create a new one that is at least six digits), or you can create a new temporary code.
If after several attempts you are still not able to change your user code, try locking and then unlocking your physical lock. If you see the device change represented in the app, the lock is working fine. Try to create the user code again. If you still are having issues, contact us at support@zego.io, or chat with one of our support reps using the chat bubble in the bottom right corner of the app.
I'm trying to change my user code, but it's taking a long time.
Changing your user code should take anywhere from 20-30 seconds. If after 30 seconds the lock code still hasn't changed, try using the new code on the door lock. If it works, the code has been created, it is just taking longer than usual to display in the app.
If after several attempts you are still not able to change your user code, try locking and then unlocking your physical lock. If you see the device change represented in the app, the lock is working fine. Try to create the user code again. If you still are having issues, contact us at support@zego.io, or chat with one of our support reps using the chat bubble in the bottom right corner of the app.
Someone needs to get into my apartment but I'm not home. What are my options?
You have three options:
Create a temporary lock code for them to use. You can do this by going to the lock code page in the mobile app and clicking the keypad icon. There you can create "Temporary Lock Codes" and set an expiration date/time.
Add them as a temporary user on your unit. This will give them access to your lock, but they won't be able to change your lock codes or thermostat schedules.
Have them let you know when they are at your apartment and then open the lock for them from the mobile app (recommended). This is the safest method as they only have one-time access and they won't be able to open the lock again.
How do I see when my lock has been used recently?
On your unit home page on the mobile app, click the bell icon to open your recent device notifications. This will show you a list of recent device events such as lock/unlock, thermostat mode changes, etc.
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Faq

For Admins


Download the Getting Started Guide for Admins here.
I just installed the devices in a new unit, how do I set it up?
Login to your property from the admin portal (in a browser on your computer or your phone) and go to the units page. Search for the unit. If it doesn't already exist, click the nav menu on the right. You should see a "Setup" link. Click that and it will take you to the setup application which will walk you through each step of the setup process one step at a time.
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If the unit does already exist (it's just inactive) go to the unit you just installed the devices in, and then click "add devices". The unit setup interface will launch and walk you through how to setup the devices and unit.
Someone moved out. How do I remove them from Zego?
Go to the users page for that property. From there, search for the users name. Once you have found the user, click the edit button in the top right corner of the screen. Once you have entered edit mode, you can click the yellow 'x' next to the user's name to delete them, then hit save and refresh the page. If the users is no longer visible when you search, they have been successfully deleted.
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Someone just moved in. How do I add them to Zego?
Go to their unit from the units page (it is probably faster to just search for the unit by name). Once you have found the unit, click "Go" to go to the unit page.
On the unit page, on the left side where the users list is, click the green "+" icon. You will then be prompted to add the user by email. If they are not already a Zego user, they will be sent an activation email that will ask them to create their user name and password.
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Once the user is added to the unit, make sure that they download the Zego Resident app from the iOS or Android app store! Once they have logged in on the app, they will be taken directly to their unit, where they will be able to control all of their devices, change their lock code, or get help from our customer support team.
One of my vacant units is not responding.
Make sure that the hub in the vacant unit is still plugged in. Try resetting it by unplugging for 15 seconds. If that still doesn't work, reach out to your customer support rep and they will be able to provide assistance.
How do I setup a common area?
Exactly the same way you would setup a new unit. From your property home page, click the plus symbol in the top right to open the new unit setup interface. From there, select "Common" instead of "Residential" in the first step, then follow the remaining setup steps just as you would for a normal unit.