> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.plexflow.ca/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# FAQ

## 📊 Overview

**[APER-01] Q: What is Overview for?**

A: To view your key indicators at a glance: income, rents, vacancy, units, trends.

**[APER-02]** ❓ **Is it possible to add a characteristic to a property or to an apartment?**

🏢 **Answer:** For now, it is not yet possible to add a characteristic directly to a property or to an apartment in Plexflow.

However, it is possible to add a **characteristic to a lease** by using **custom lists**.

👉 Consult this article to learn how to create them:

[How to create custom lists in Plexflow](https://help.plexflow.ca/fr/article/comment-creer-des-listes-personnalisees-dans-plexflow-m3lege/)

> 💡 Tip: you can also use the **Notes** section of the unit to indicate temporary particularities (e.g. water meter, heating included, etc.).

## 💬 Messages

**[MSG-01] Q: Where can I send a message to a tenant?**

A: Go to **Messages**, choose the tenant, and select Email or SMS.

**[MSG-02] Q: Can tenants reply?**

**A:** Yes.

- They receive your communications and can **reply directly from their tenant account on the Plexflow portal**; the conversation appears in **Messages** (discussion thread).
- If the **SMS integration** is turned on in your plan, tenants can also **reply by text message**; their SMS messages are automatically grouped in the same conversation in **Messages**.

➡️ Guide to turn on the SMS integration: [How to add SMS to your Plexflow plan](https://help.plexflow.ca/fr/article/comment-integrer-les-sms-dans-votre-plan-plexflow-2vtx7/)

**[MSG-03] Q: How can I know whether a message has been read?**

A: The **“Read”** indicator appears in the conversation (email) or the history (SMS).

## 💳 Payments and follow-up

**[PAY-01] Q: Which payment methods are supported?**

A: Cheque, Cash, Interac e-Transfer, Bank transfer, PAD, Subsidy, “Other”, etc.

**[PAY-02] Q: Can two payments be recorded for the same rent (roommates)?**

A: No, **not yet supported**: one rent = one payment.

**[PAY-03] Q: Where can I see the deposits and deposit slips?**

A: **Payouts** → **“Deposit slips”** (with details and export).

**[PAY-04] How can I record a rent payment for a month that does not appear, such as October?**

🏠 **Answer:** If the month does not yet appear in the list of rents, you must first **add an upcoming invoice**.

Once the rent has been created, you can then **collect the amount**:

- either by making a **manual collection**,
- or by using **automatic collection** if it is turned on.

**[PAY-05] Am I able to include the fees when a transaction is refused, and charge them to the tenant?**

💳 **Answer:** Yes, when you **retry the PAD collection**, an option lets you include the fees associated with the refused payment.

You can therefore choose to **bill these fees directly to the tenant**, according to the agreement made with the tenant.

🔗 For the complete procedure: [How to retry a PAD in Plexflow](https://help.plexflow.ca/fr/article/comment-relancer-un-dpa-dans-plexflow-m4da41/)

## 🛠️ Service requests

**[DEM-01] Q: How do I create a service request?**

A: **Requests** → **“Create Service Request”**, fill in Title, Property, Unit, Category, etc.

**[DEM-02] Q: Can a manager be added to a request?**

A: Yes, use the **Manager** field in the form.

**[DEM-03] Q: Where can I track the status (open, in progress, to review, etc.)?**

A: In **Requests** → status tabs (**Open**, **In Work**, **To plan**, **Closed**…)

**[DEM-04] Q: How do I attach files (photos, PDFs)?**

A: In the request, **Attachment** section → **“Select”**, maximum size indicated.

**[DEM-05] Q: Can I schedule recurring requests?**

A: Yes, via the **Recurrence** field (Never / weekly / monthly / custom).

## 📅 Calendar

**[CAL-01] Q: What can be found in the Calendar?**

A: Move-outs/move-ins, key handovers, interventions, deadlines, and events.

**[CAL-02] Q: Does the calendar display tenant move-outs?**

**A:** Yes, the **confirmed move-out dates** appear automatically in the calendar.

If the **actual date differs from the one entered in the lease**, you can add or correct it in the **“Metadata”** section of the unit or of the lease so that it displays correctly in the calendar.

**[CAL-03] Q: Can a request be created from the calendar?**

A: No

## 🧾 Screening

**[ENQ-01] Q: What is the Screening section for?**

A: To manage TAL cases, pre-rentals, credit reports, background checks, etc.

**[ENQ-02] Q: Where can I track the status of a screening?**

A: **Screening** → filter by status (to do, in progress, or completed).

**[ENQ-03] I have already bought a credit screening, but I cannot find it. What should I do?**

🧾 **Answer:** When you start a new **credit screening**, you will have the option to choose a screening you have already purchased rather than buying a new one.

⚠️ **Warning:** make sure you are in the **right subaccount** before buying a **lot of credit screenings**, because they are associated only with the subaccount used at the time of the purchase.

## 📈 Reports

## 🗂️ Drive

**[DAT-01] Q: What does the Drive section contain?**

A: Files, folders, photos, shares, and document history.

**[DAT-02] Q: Is the change history visible?**

A: Yes, via the **History** tab of the document/folder.

**[DAT-03] Q: Can I create folders by property?**

A: Yes, create a tree structure by property, unit, or document type.

**[DAT-04] Q: File size limit?**

A: Displayed at the time of the upload (e.g. 12 MB for certain attachments).

## 🖊️ Leases and signature

**[BAIL-01] Q: Can I add services (parking, appliances, discounts)?**

A: Yes, via the **Services** tab of the lease (recurring/one-time amounts).

## 📦 Batch

**[OPL-01] Q: What is “Batch” for?**

A: To apply mass actions (communications, renewals, collections, etc.).

**[OPL-02] Q: Can several tenants be notified at once?**

A: Yes, via **Announcement** (selection by property/status).

**[OPL-03] Can grouped increases be applied?**

A: Yes, with the mass **Renewal** operations.

## 🧩 Account

**[CPT-01] Q: Where can I change the language (FR/EN)?**

A: **Profile** 👤 menu → **EN / FR**

**[CPT-02] Q: Where can I change preferences and notifications?**

A: **Profile** (Account page) → **Preferences** tab (billing dates, SMS, emails, failure fees, etc.).

**[CPT-03] Why don’t I see the “Plan” tab?**

A: The **Plan** tab appears only for **Admin** accounts.

**[CPT-04] Where can I manage my subscription/billing?**

A: 👤 account menu → **Billing** (plan, renewal, payments).

**[CPT-05] How do I sign out?**

A: **Profile** 👤 menu → **Sign out**.

## 🔐 Security & access

**[SEC-01] Q: Where can I turn on MFA (two-factor authentication)?**

A: Under security and access settings → **MFA** → **Activate now**.

**[SEC-02] How do I create roles and permissions?**

A: Under security and access settings, open the roles section, create a new role, then assign the permissions.

**[SEC-03] How do I invite a team member?**

A: **Organization** → **“Add user to team”** (role and team required).

**[SEC-04] Can access be restricted by property?**

A: Yes, via **Roles/Permissions** or **Teams**.

**[SEC-05] Where can I see the audit log?**

A: **Reports** → **Audit** (actions, dates, assignees).

## 🔌 Integrations

**[INTG-01] Which integrations are offered?**

A: QuickBooks, SMS, and others according to your plan.

**[INTG-02] How do I connect QuickBooks?**

A: **Integrations** → **QuickBooks** → **“Connect QuickBooks”** and follow the assistant.

**[INTG-03] Is the SMS integration included?**

A: Not always — turn it on in **Plan/Integrations** if available.

**[INTG-04] Is the accounting synchronization automatic?**

A: Yes, after linking QuickBooks (configurable).

## 🧠 Artificial intelligence (AI)

**[IA-01] What is the AI used for in Plexflow?**

A: Automation (reminders, tasks), pre-classification, contextual assistance.

**[IA-02] Can the AI create tasks automatically?**

A: Yes, according to triggers (late payments, renewals, requests).

**[IA-03] Does the AI send messages?**

A: Yes, for configured reminders (e.g. upcoming payment).

**[IA-04] Does the AI respect confidentiality?**

A: Yes, it operates according to the service’s security and data protection policy.