General Questions

Can I use multiple PMS systems simultaneously?

No. Currently, each property can connect to only one PMS at a time.

What data is sent back to my PMS?

None. PMS Integration is one-way only. Zentra reads data from your PMS but never writes data back. Your PMS remains the authoritative source for all resident and lease data.

How often does automatic sync run?

Automatic sync runs once per day at the time you configure during setup. You can also trigger manual syncs at any time.

Is my PMS data secure?

Yes. API credentials are stored encrypted. All data transfer uses secure HTTPS connections. Only users with the TenantSettingsModify permission can view or modify integration settings.

Resident Questions

What happens to residents I created manually before PMS integration?

During initial setup, the system attempts to match PMS residents to existing Zentra users. Matches go to the Sync queue for you to confirm. Unmatched manual residents remain unchanged.

Can I edit resident information after they’re synced from PMS?

Core fields (name, email, phone, unit, status, move-in date) are read-only for PMS-synced residents. To change these, update the data in your PMS and run a sync. You can still modify User Groups, credentials, and other Zentra-specific fields.

What if my PMS has residents that shouldn’t be in Zentra?

Clean up your PMS data before enabling integration to exclude unwanted records. You can also skip individual records in the Sync queue during processing – use “Skip permanently” if you don’t want the record to reappear on future syncs.

How do I handle residents who aren’t in my PMS?

You can still create residents manually in Zentra. Manual residents are not affected by PMS sync and can be fully edited. They will not be linked to PMS records unless you manually match them.

Access Questions

When does a new resident get access?

New residents receive access when they are synced from the PMS and their record is processed (either automatically or through the queue). If mobile credentials are enabled, they receive a welcome email and NFC credentials once their lease start date arrives.

Can I give different residents different access?

Yes. During setup, you can configure per-unit access where different units have different User Group assignments. You can also manually modify any resident’s User Groups after import.

What happens to access when a resident transfers units?

Unit access is automatically updated: old unit access is revoked, new unit access is granted. Common area and perimeter access is preserved. If per-unit access is configured, the new unit’s User Groups are assigned.

Technical Questions

What if my PMS unit names don’t match Zentra device names?

The Unit Matching step in setup allows you to manually link any PMS unit to any Zentra Device. Names don’t need to match exactly. For easier setup, consider importing devices with matching names before enabling PMS integration.

Can I use PMS integration with offline locks?

Yes. PMS Integration works with all lock types. For offline locks, credential updates typically require touring the lock to apply changes, unless you use no-tour payloads programmed on physical credentials or mobile credentials, which can update automatically.

How do I know if a sync is working?

Check the PMS Integrations page for status. A healthy integration shows “Connected” status and a low or zero Sync queue count. For a record of what happened during recent syncs, check the platform Activity log.

What happens if my PMS goes down during a sync?

The sync fails with a connection error. No partial data is imported. When your PMS is available again, the next sync (automatic or manual) will complete normally.

Setup Questions

Do I need to set up all my devices before PMS integration?

This is currently recommended. If devices exist before PMS setup, it is much easier to match units to them during the setup wizard. If you add devices later or need to replace them, our team can help you with that process.

Can I test PMS integration before going live?

Yes. Set up the integration with the data synchronization toggles disabled. This routes all changes to the Sync queue for review, allowing you to verify data before creating residents. Once satisfied, enable automatic processing.

How long does initial setup take?

Typically 15-30 minutes for the setup wizard, plus time to process the Sync queue. Properties with many units or complex access requirements may take longer.

Still Have Questions?

Check the Connection Issues section above for specific sync errors
Contact Zentra support for personalized assistance

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