FAQ About Using FirstKey Homes Online Self-Service Portal

Have more questions? Submit a request

IF YOU HAVE A NEW MAINTENANCE REQUEST, please submit it online through our Online Self-Service portal. 

For maintenance emergencies, please call 844.395.3959 right away.

How do I start using the Online Self-Service portal?

In order to use the self-service portal, first you need to create an account. On the Sign In page, click “Click here to register”.

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Next, enter your email address and create a password. Note: Use the email address associated with your FirstKey Homes account so that your service portal can be connected to your home address and details.

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You’ll then receive a verification email; follow the link in that message and you’ll be able to sign in.

How do I sign in to the Online Self-Service portal?

On the Sign In page, simply enter your email address and password.

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How do I submit a maintenance request?

After logging in, click the “Submit New Request” button.

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The next several screens will walk you through identifying and diagnosing your maintenance concern. In some instances, you’ll be provided with troubleshooting tips along the way that may fix the problem.

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If it’s determined that your concern requires a visit from a FirstKey Homes technician, click the “Schedule Service Request” button and you’ll be taken to the scheduling page, where you can pick a date and time for a maintenance appointment that works best for you. (In certain instances, you may not be able to schedule a maintenance appointment through our online Self-Service portal at this time; if this is the case, you should see a pop-up window giving you further details and next steps.)

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After the summary page and before the scheduling page, there are 2 questions to answer:

  • Do you have a pet?
  • Do you have a gate?

These questions must be answered to more forward with creating the service request. If you indicate that they have a pet or a gate and provide a code for the gate, the questions will no longer be asked. If you answer no to the pet question or skip the gate question, the question will be asked each time you create a new service request. 

Select a date to schedule your service request. 

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There is a survey after scheduling a new request. The questions are optional, but we appreciate your response. If your request is submitted, but a maintenance appointment can’t be scheduled at that time (for example, if an outside service provider/technician is required), a confirmation window will give you a summary of your request and further details about the next steps.

How do I report multiple concerns at once?

If you have more than one maintenance request at a time, you’ll report each one separately. After you complete one maintenance request as described in the steps for “How do I submit a maintenance request?” above, click the “Add Another Request” button and follow the same steps as before.

 

Why can I schedule a maintenance appointment for some concerns but not for others?

There are a few instances where the feature of scheduling an appointment through our portal is not available to you. If this is the case for you, the confirmation window will provide details (including a summary and a confirmation number) and next steps.

How do I know that a maintenance appointment has been scheduled?

If a maintenance appointment is set and scheduled, the confirmation window will give you a summary of the details, along with a confirmation number.

How can I view all my maintenance requests?

After logging in, the Property Information home page will show a summary and the status of all maintenance requests you’ve submitted through our online portal. This includes “open” (or active) maintenance requests as well as “closed” (or resolved) maintenance requests you’ve submitted through the portal.

Both “open” and “closed” service requests listed have an expandable summary with additional details; click the up/down arrow icons to expand or collapse the details.

 

 

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