When a resident you know was invited but isn't visible in DOOR OS, the cause is usually one of: a filter is hiding them, a typo in the email, or the invite is still pending. This article covers the diagnosis flow and points you to the right next step.
Symptom
You expect to see a specific resident on the People page in DOOR OS — they were invited, or they're listed in your PMS — but the resident does not appear in the list. The resident may also report that they didn't receive an invitation email.
Quick fix
Try these in order:
- Clear filters on the People page. Default filters can hide archived users or filter by Key, status, or unit. Reset all filters and try again.
- Search by email address (not by name). Email is the unique identifier in DOOR; names can be missing or differ between systems.
- Confirm property scope. In the top-left of DOOR OS, verify you're in the property where the resident should appear (residents don't cross between properties).
If you find the resident after any of these, the problem is solved. If not, continue to diagnosis.
Possible root causes
- Invitation pending — not accepted. Recently invited residents appear in DOOR OS in a "pending" state until they accept the invite. Look for them in the pending tab or filter on the People page.
- Different property in the same portfolio. A resident exists in your portfolio but is at a different property than the one you have open.
- Email typo during invite. A wrong email address creates an unrelated DOOR account or leaves the invite undeliverable.
- Archived users hidden by default. If the resident was previously archived, they may be filtered out of the default view.
Step-by-step diagnosis
- Search the resident by email. In DOOR OS, People → search bar → enter the resident's email. If they appear, you're done. If they don't, continue.
- Toggle off all filters and search again. Some properties have a "show archived" or "show pending" filter that's off by default.
- Switch the property scope. If the resident is on a different property in the same portfolio, switch using the top-left selector and re-search.
- Check the resident's status:
- Pending invite — the resident hasn't accepted yet. Have them check spam, or resend the invite from DOOR OS.
- Active but missing from your view — confirm a filter is not excluding them.
- Not in the list at all — continue to escalation.
When to escalate
Contact support@door.com if:
- The resident was invited but the invite email never delivered, even after resending to a verified email address.
- A resident shows up in another property in your portfolio when they should be in this one (data may need to be moved by DOOR Support).
When you contact support, include: the resident's email, your property name, and the date the invite was sent.
If your property uses ePMS, residents may also fail to appear due to sync issues. See the ePMS troubleshooting articles for that flow.