How does the User Sync integration work in DOOR OS?

The User Sync integration is a one-way data feed that pulls resident records from your property management system (PMS) into DOOR OS at least once per hour, so you do not have to maintain residents in two places. When the PMS creates or updates a resident, that change appears in DOOR OS on the next sync; DOOR OS does not push anything back.

This article is for property managers at properties that use an ePMS integration with 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 resident-facing action of refreshing a lock over Bluetooth). User Sync and Door Sync are unrelated features. For Door Sync, see How to perform a Door Sync.

What gets synced

Each sync pulls the following resident fields from the PMS into DOOR OS:

• First name
• Last name
• Email address
• Phone number
• Lease start date and lease end date
• Move-in date and move-out date
• Unit number

Resident records with a pending or current lease status in the PMS are candidates to sync. Lease statuses you added to the exclusion list during setup are not pulled into DOOR.

How often it syncs

Syncs run automatically at least once per hour. You can also trigger a sync on demand from the People tab in DOOR OS: click Actions → Sync Now.

How a PMS record maps to a DOOR account

On each sync, DOOR OS checks every PMS record in scope and decides what to do:

• Already-synced users: updates any changed fields (name, phone, lease dates, unit, move-in/out). Important exception: if the email address changed in the PMS, the update will not complete — resolve the email change through the Email Mismatch alert instead.
• New PMS users (pending or current status) not yet in DOOR OS:
  • If the DOOR OS already has a contact with the same first name, last name, and email as the PMS record, the two are matched and synced as one user.
  • If there is a partial match (for example, the email matches but the name differs), the record is flagged for your review. You resolve it from the alerts panel. See User Sync - Post Activation Instructions.
  • If there is no match, a new contact is created in DOOR OS using the PMS values.

What User Sync does not do

• It does not push data back to your PMS. Changes made in DOOR OS stay in DOOR OS. If you rename a resident in DOOR only, the PMS will not update.
• It does not delete residents in DOOR OS when they are deleted in the PMS. A contact removed from the PMS stays in DOOR OS until you remove it manually. See ePMS FAQs.
• It does not create or edit doors, units, or keys. User Sync handles resident records only. For units, see the separate Unit Sync Integration.
• It does not automatically grant or revoke access. For access rules based on lease status, see the separate Automated Access integration.

How to trigger a manual sync

1. Log in to DOOR OS.
2. Select the property with the ePMS integration.
3. Open the People tab.
4. Under Actions, click Sync Now.

The last sync timestamp on the People tab updates when the sync completes.

When to contact DOOR support

Email support@door.com if:

• A sync has not run for more than a day and Sync Now does not trigger one.
• The PMS has a resident in pending or current status with a unique, consistent name and email, but the record never appears in DOOR OS across multiple sync cycles.
• You see fields that appear correct in the PMS but are not reflected in DOOR OS after a sync.

Include: property name in DOOR OS, the PMS you are integrated with (Yardi / RealPage / Entrata / MRI / AppFolio), the resident email that is not syncing, and the last sync timestamp shown on the People tab.

This article does not cover

• Setting up the ePMS integration for the first time — see Setting up ePMS in DOOR OS.
• Resolving alerts after you activate the integration (Duplicate Accounts, Name Mismatch, Email Mismatch, Duplicate Emails) — see User Sync - Post Activation Instructions.
• The separate Unit Sync integration for units — see Unit Sync Integration.
• The separate Automated Access integration for lease-based access rules — see Automated Access.
• Door Sync (the resident-facing Bluetooth lock refresh) — see How to perform a Door Sync. User Sync and Door Sync are unrelated features.
• General ePMS questions about security and credentials — see ePMS FAQs and ePMS Required Credentials.

Related articles

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

Questions this article answers

• "How often does the PMS sync to DOOR OS?"
• "What data does User Sync pull from my PMS?"
• "Is the PMS-DOOR sync two-way?"
• "If I delete a resident in my PMS, will they be removed from DOOR?"
• "How do I manually sync my PMS to DOOR OS?"
• "What happens when a PMS email doesn't match a DOOR account?"
• "Does User Sync create keys or access?"
• "Which PMS providers does DOOR integrate with?"