Every tenant can open a full-screen map that traces the route from the entrance to their unit. This article describes what the tenant sees, so you can walk them through it on the phone. Setting the map up is covered in Facility map.
Who this article is for
The tenant installs nothing and needs no particular role: the map opens from their portal. On your side, placing units and drawing wayfinding elements requires the Owner or Manager role.
When the map becomes available
First, the setting has to be turned on for the facility: Facility settings → Rental policies → Show tenants a map to find their unit, then Save policies. This setting is off by default.
Once it is on, the map appears as soon as the unit is placed on an active facility map. Wayfinding elements are not required for that.
Without wayfinding elements, the route is drawn automatically between the nearest door and the unit: it points the right way, but it won't necessarily follow your real aisles. As soon as you draw an entrance, a gate and corridors, the route follows the path you traced. That's the real reason to add them.
How the tenant opens their map
From the customer portal.
A Map button sits on their rentals when the setting is on and the unit is placed on the map. Otherwise, the button does not show at all.
From the Move-in instructions email.
A Map to your unit block with a View map button. That block only appears if the setting is on for the facility and the unit was already placed on the map when the email went out. The link stays valid for 90 days.
On a single floor
The tenant sees a full-screen map: their unit highlighted, the route in orange from the entrance, and neighbouring units in grey for context.
The tenant's view when their unit is on the same floor as the entrance.
Top left: a back arrow to the portal, then the unit number and its size. Top right: the total route distance, in feet. Bottom right: the zoom controls. Landmark names are the ones you typed on the map.
When the unit is on another floor
If the unit is on a different floor from the entrance and an elevator or a staircase links the two, the tenant is guided one step at a time.
A transit step: the connection point is circled by a pulsing ring.
Step 1.
The screen shows the route to the elevator or staircase, a step counter ("Step 1 of 2") top left and the total distance top right.
Step 2.
A dark bar at the bottom of the screen gives the instruction, for example "Take the elevator to Level 2". The tenant taps that bar to move to the next floor.
Step 3.
Once on the destination floor, they see the normal map with the route to their unit. A Back button at the bottom lets them revisit the earlier steps.
What happens automatically
Multi-floor guidance turns itself on as soon as an elevator or staircase is linked to its counterpart on the other floor. Nothing else to configure.
The map is read-only: nothing the tenant does changes the map or their rental.
The map displays in the tenant's language. The names you gave your landmarks, though, appear exactly as you wrote them, in both languages.
Common problems
The tenant sees "Map unavailable".
Check first: is Show tenants a map to find their unit turned on (Facility settings → Rental policies)? It is off by default; once it is on, this message normally only shows up if the tenant kept an old direct link.
Check next: is their unit placed on an active facility map?
Do: turn on the setting and/or place the unit on the map. The message clears on the next load.
The route cuts through units instead of following the aisles.
Check: have you drawn wayfinding elements on that floor?
Do: add an entrance or a gate, then the corridors. The automatic route gives way to the path you trace.
The move-in email had no View map button.
Check: was the unit on the map when that email was sent?
Do: the portal's Map button works anyway. Future emails will carry the block.
Guidance stops at the elevator and never reaches the next floor.
Check: is the elevator linked to its counterpart on the destination floor?
Do: create the link between the two floors on the map, then reload.
Frequently asked questions
Does the tenant need to install an app? No. The map opens in their browser, from the portal or from the email link.
Does the email link eventually expire? Yes, after 90 days. The portal's Map button stays available for good.
Can the tenant edit the map? No. They can only view it, pan and zoom.
Do I have to redo the map for every new rental? No. The route is computed from the rented unit, so it follows each new tenant automatically.