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

💡 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

[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

🛠️ 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.

Updated on: 12/11/2026