I just activated User Sync in DOOR OS — what do I do next?

After you activate the User Sync integration in DOOR OS, the first sync with your property management system (PMS) flags any discrepancies between the two systems as alerts. You finish the activation by resolving those alerts on the Alerts icon at the top of the screen, so that every resident in your PMS maps cleanly to one correct account in DOOR OS.

This article is for property managers at properties that use an ePMS integration — Yardi, RealPage, Entrata, MRI, or AppFolio. If your property does not use ePMS, this article does not apply. If you are a resident, this article does not apply — residents do not have access to DOOR OS.

This is not about Door Sync (the action of refreshing a lock over Bluetooth from the DOOR App). For that, see How to perform a Door Sync.

Before you start

• You have already completed the initial ePMS setup. If you haven't, start at Setting up ePMS in DOOR OS. Note: Entrata integrations must contact support@door.com for setup.
• You are logged in to DOOR OS at the correct property.
• At least one hourly sync has run since activation (the sync runs automatically at least once per hour; you can also trigger a manual sync from the People tab under Actions → Sync Now).

Step 1 — Confirm the sync ran

On the People tab, look for the last sync timestamp. If it shows a recent date and time, the PMS is talking to DOOR OS and you can continue. If it is blank or very old, trigger a manual Sync Now under Actions and wait a moment before continuing.

Step 2 — Open the alerts panel

If the integration flagged anything, an exclamation mark appears in the upper right corner of DOOR OS. Click it to open the Alert window. You will see alerts grouped by type. Resolve them in the order below.

Step 3 — Resolve each alert type

There are four alert types. Each one has a specific resolution path.

Duplicate Accounts

Duplicate accounts are resident records that appear twice — once from the PMS and once already in DOOR — with matching identity. They cause confusion and inaccuracies between the two systems. Review each flagged pair in the Alert window and merge or remove the duplicate so one resident maps to one DOOR account.

Name Mismatch

A Name Mismatch appears when the resident's name differs between the PMS and DOOR. Two ways to resolve, depending on which system has the correct name:

• If the name is correct in DOOR → update the resident's entry in your PMS to match. The next sync will clear the alert.
• If the name is correct in the PMS → select the flagged account in DOOR OS, click Merge, and override the name in DOOR with the PMS value.

Email Mismatch

An Email Mismatch appears when the resident's email differs between the PMS and DOOR. DOOR requires a unique email per user, so the mismatch must be resolved before that resident syncs cleanly. Two ways to resolve:

• If the email is correct in DOOR → update the resident's entry in your PMS to match.
• If the email is correct in the PMS → select the flagged account in DOOR OS, click Create Separate, then delete the old DOOR account with the outdated email.

Duplicate Emails

A Duplicate Email alert lists PMS users that share the same email address. Users with duplicate emails are not synced from PMS to DOOR at all — DOOR rejects them until each one has a unique email. Fix the duplicates inside your PMS by giving each user a unique email address; on the next sync they will be imported into DOOR OS.

Step 4 — Verify

After resolving alerts, wait for the next hourly sync (or trigger Sync Now) and return to the People tab. The last sync timestamp should advance and the exclamation mark should clear. If specific residents still don't appear, check that they have a pending or current lease status in the PMS and that their lease status is not in your excluded-statuses list from setup.

When to contact DOOR support

Email support@door.com if:

• The property needs to enable Access Automation
• The integration keeps flagging the same alerts after you resolved them in the PMS and waited for more than one sync cycle.
• Residents in a pending or current status in the PMS never appear in DOOR OS even when their email and name are unique and consistent.
• The exclamation mark does not clear even though the Alert window shows no open alerts.
• You need to change which lease statuses sync to DOOR (this is configured at setup, under Exclude Lease Statuses).

Include: property name in DOOR OS, the PMS you are integrated with (Yardi / RealPage / Entrata / AppFolio), a screenshot of the Alert window, and an example resident that is not syncing as expected.

This article does not cover

• Setting up the ePMS integration for the first time — see Setting up ePMS in DOOR OS.
• How the User Sync integration works (fields synced, frequency, match logic) — see User Sync Integration.
• The separate Unit Sync integration (for units, not residents) — see Unit Sync Integration.
• The separate Automated Access integration (for access rules based on lease) — see Automated Access - Post Activation Instructions.
• Door Sync (the resident-facing action of refreshing a lock over Bluetooth) — see How to perform a Door Sync or Syncing Your Latch Device with the DOOR App. User Sync and Door Sync are unrelated features.
• General ePMS questions about security, retention, and supported fields — see ePMS FAQs.

Related articles

• User Sync Integration
• Setting up ePMS in DOOR OS
• ePMS FAQs
• ePMS Required Credentials
• Automated Access - Post Activation Instructions

Questions this article answers

• "I activated User Sync, now what?"
• "How do I fix Duplicate Accounts alerts in DOOR OS?"
• "Why is a resident from my PMS not showing in DOOR?"
• "Name Mismatch alert in DOOR OS — how do I resolve it?"
• "Email Mismatch between PMS and DOOR — what do I do?"
• "Duplicate Email alert — how do I get those users to sync?"
• "Where do I see the last ePMS sync time?"
• "How do I trigger a manual PMS sync?"