Video Intercom System FAQs - MVI Systems

Frequently Asked
Questions

A KeyCom® is one of a family of devices used to monitor and facilitate convenient access to buildings for both Residents and individuals they would like to grant access to.

A myKey™ refers to the QR code which may be printed on a plastic tab or obtained as a digital image and which, when scanned at an appropriate KeyCom® kiosk, will allow an authorized individual to gain access to a building.

For a list of My Video Intercom Certified Dealers, see dealer URL or call 1-844-MVI-SYSTEMS.

A Certified Dealer can help design My Video Intercom® solutions for the specific configurations of your buildings, and they will help ensure that the proper number and type of devices are ordered to meet your needs.

The KeyCom® interface can be configured to include the name and/or logo of the building as well as contact information for the building management. It also provides space for posting notices to Residents and maintaining a Calendar of Events.

Absolutely. All the doors that you want to monitor and control are eligible.

Yes. Your Dealer can help you configure different members of the KeyCom® product catalog to meet your specific needs.

Your myKey™ tab is just like a key. While the KeyCom® device is aware of who is entering the building the myKey™ can be used to gain access to your building, just like a traditional key. As soon as you become aware that you have lost your myKey™, please either log into the Resident portal and Reset your myKey™ or contact the building manager for assistance.

If you already have myKeys™ that have been provided by Management but not yet activated, you can distribute them to anyone you like. If you hand an available myKey™ to any new user, the first time they approach a KeyCom® kiosk at the entry to your building, they can scan the code on the myKey™ and complete a brief registration dialog. They will then appear in your Resident portal as myKey™ users. If you don’t have any available myKeys™, you can always request more through your Resident portal.

Visitor myKeys™ are sent from the Resident portal. You need to have a user ID and password to log in. Having logged in to the Resident Portal, select “Manage Users” to open additional, more specific choices. Select “Visitor myKey™ Users” to reveal a list of all of the Visitor myKeys™ that have been sent from this Unit. At the top right is a button labelled “Send Visitor myKey™”. By pressing this button and completing the form that appears you may send a link to a digital myKey™ (QR code for a myKey™) to the individual you wish to grant temporary access to your building.

If you are using the MVI app: click ‘More’ on the menu bar, then click ‘Send Visitor myKey™’, and finally select either SMS(text) or Email in order to send the link to the myKey™.

If your activation code is not working, please contact your building’s management to verify if your activation code is correct. They will troubleshoot the issue and escalate if necessary.

If you encounter any difficulty setting up your account, the nested management approach of My Video Intercom provides a range of options. Residents can ask for assistance from the Management users of their Management Company. These individuals in turn can go back to the staff of the certified Dealer who sold them their system. Should a problem present a challenge to Dealers, then the development staff of MVI Systems stands ready to help resolve the issue.

Go to https://accounts.mvisystems.com and log in. If you are a Management user in an Admin role, then you can go to the Management Users tab and select Edit User on the line corresponding to your record. This will allow you to change all of the information related to your account. If you are a Management user but not an Admin, when you follow the above steps, you will not be able to modify some information, such as the buildings to which you have access, but you will be able to modify personal information. If you are a Resident, your Navigation bar will include an entry “My Account”. Selecting this item provides access to a panel where most elements of personal information can be amended, including name, phone number, address, etc.

There is always a listing in the Directory for your Unit. However, whether a name or an image appears with the Unit listing is entirely up to the Resident.

Your information is visible to the Management of your building as well as vendors who support the My Video Intercom system.

Your information is used exclusively by Management and vendors supporting the My Video Intercom system to to ensure safe access to your building. No personally identifiable information is shared with third parties.

Uploading Building Info from CSV

Your “My Video Intercom” Dealer will create a record for your building that will appear in your Management Portal. Depending on whether you select a list or a grid view, the building will be represented by a row in the list or a tile in the grid bearing the name and address of the building as provided to the Dealer. Initially, there will be a button on each row or tile labeled “UPLOAD DATA”. Pressing this button will cause a file selector window to open, allowing you to select a CSV file which has been prepared to accurately represent the building. You can create the file or get help from your Dealer to build the file. A sample of the file format can be viewed here.

Setting up your staff

Staff members can be managed by selecting “Management Users” in the navigation panel of the Management Portal. Information on existing staff members is listed, and buttons are provided to allow new staff members to be added, the information of existing staff members to be modified, or the records for staff members who are no longer involved in interacting with the My Video Intercom® system to be removed.

Onboarding Residents (User Guide & FAQs)

Residents are brought on board through the Management Portal by selecting the building where they will be living, and navigating to the Unit Directory for that building (this is the default landing page when you select a building). Within the Unit Directory, find the Unit that the Resident will be occupying. It should have status “Vacant” and show a long button in the Options column marked “Assign New Resident”. When that button is pressed, a form opens for you to fill with the new resident information.

Customizing the portal

The information displayed in a management user’s portal can be controlled in at least two different ways. When a new Management user is added, Building Permissions can be set. These permissions control both which buildings the Management User can enter with his/her MyKey™, and which buildings, the information regarding which, will be visible in that User’s Web Portal. In addition on each of the tabular display pages, the User will have the opportunity, by clicking on the Settings icon in the upper right, to select from a list of columns in the full table in order to limit the amount of information from that table that is actually rendered on the screen.

Logging In

When a staff member receives an initial confirmation e-mail, it will contain a link that brings that staff member to a form where they can enter a user ID and choose a password. Subsequently, when the staff member goes to the portal URL and enters these credentials, they will be brought to the Buildings page displaying all of the Buildings to which that staff member has been granted visibility.

Dashboard

The dashboard is designed to provide a quick overview of the acceptance of and patterns of usage by the residents of a single building and their associates

Buildings

The Buildings page shows a summary for each Building that can be viewed by the staff member, indicating how many Units and controlled doors are in the building and how many messages, maintenance requests, and newly flagged events are in need of attention. In addition, each building has an associated button which indicates where the Building is in the progression of setting up the My Video Intercom system. A button marked UPLOAD DATA indicates that the My Video Intercom system has not been brought online and there is an opportunity to ingest a CSV file with information about the Units within the Building and the existing Primary Residents who inhabit those Units. A button marked “Live View” indicates that the My Video Intercom system is operational and affords the user a view from the KeyCom® kiosk that is located at the main entrance.

Setting up your staff

Management staff must be set up by individually adding Management Users. As part of creating the Management Company’s account, your Dealer will create one user whose role will be “Super Admin”. This user can not be deleted, and best practice would be to have this user represent the entire Management Company, with access granted to a closely controlled set of individuals so that there is always someone available to exercise the prerogatives afforded the account. Additional staff members can be added by an individual with access to this Super Admin account or by previously created staff members who have the role of “Admin”. This is accomplished by logging in to the Management portal. Because of the role of the individual logging in, the initial screen presented is the Management Users screen. By pressing “Add New User” in the upper right, a dialogue is open which supports entering information about the new staff member including an activation code and the collection of buildings that this new staff member will be able to enter using their Management MyKey™.

Vendors

Deliveries

The following items are only visible after having selected a single building as the context for the information:

Company Info — Your Certified Dealer will maintain a website which gives them visibility into the operation of your My Video Intercom systems, and through which they can help support your operations. The Company Info area of your Management Portal allows you to maintain current contact information, as well as a picture or image for your Dealer to use in representing your company on their website and in contacting you to address any issues that may arise.

Unit Directory — Whenever a Management User selects a particular building, the first page they see is the Unit Directory. This page lists all of the residential units within the building along with the name and image that appear in KeyCom® directories to represent the occupants of a residential unit. The list can be filtered either by Unit identifier or status. Changing the occupancy status of the units is also accomplished through this tab.

Resident Users — Selecting “Resident Users” reveals a table containing information on all Residents (and their Visitors) who are (or have been) known to the My Video Intercom® system. By default, it is presented and sorted by Unit identifier, though available controls permit the table to be filtered for specific values in nearly every column and sorted along any of the column that does not contain an image.

Access Log — Each time an individual interacts with a KeyCom® device to gain access to a building, a record of that interaction is created. By selecting “Access Log”, a Management User can open the log for a particular building. Every access by an individual other than a Management user can be tied back to a Unit either because it is accomplished by using a code that was assigned to the Unit (including Visitor MyKeys™) or because entry by a Visitor, Vendor, or Delivery person was authorized by a Resident. Therefore in addition to the time of access, the log portrays the specific door that was entered, the Unit (and even the individual) under whose authority entry took place, as well as the mode of access that was used (scanning a MyKey™, calling the Apps of registered Residents for access authorization, calling the Unit Dial-up Number for access authorization, etc.) In addition, the system recognizes that there are times when an individual’s entry might raise suspicion, such as when an image taken of the individual is not a facial recognition match with previous images taken of the known holder of the access credentials being used. Such access events are Flagged in the interface. Note however a Flag is merely a mark that the system has recognized circumstances it finds anomalous. No alarm is raised, and no attempt is made to deny access to an entrant based on this fact.

User Changes — The My Video Intercom system maintains records of all user interactions so that it is possible to determine when changes are made to system data and by whom. Selecting “User Changes” opens a table of transactions initiated by Residents or by Management Users to update Resident information such as names, phone number, e-mail addresses, and so forth.

Flags — As noted, My Video Intercom is designed to assist property managers in focusing on Resident behaviors that might indicate the legal Resident of a Unit is engaging in activity that may not be in accordance with the terms of their lease. If a Management User selects “Flags” in the navigation bar, a table will open, containing an intermingled list of flagged Access events (as described above) and flagged user account changes such as changing the name of the Primary Resident. As with all tables in the Management Portal, the table can be sorted on nearly any column and filtered for specific values or ranges that might appear in a specific column. Still, the philosophy of the My Video Intercom® solution is to assist human users to focus on areas that may require their intervention, not to substitute the system’s algorithms for human judgement.

Alerts — In addition to simply flagging an event as unusual, My Video Intercom can send Alerts and email messages to selected individuals for their attention. Alerts can be created selectively for specific kinds of user changes or access events, as well as for the absence of events and activities, such as when a Primary Resident is not seen to enter the building for 30, 60, or 90 days. Selecting “Alerts” opens a table, each record of which summarizes the conditions under which an Alert message will be sent. There is also a button to open a form for specifying the conditions under which additional email messages might be sent.

Analytics — This feature provides a number of key indicators regarding acceptance of My Video Intercom by the Resident community as well as patterns of usage.

Messages — Messages to Management may come either in the form of video voice messages recorded at a KeyCom® kiosk or as text messages entered by Residents through their Portals. These are accessible in separate lists under the Messages tabs on the Main Menu. A total new message count is maintained on the Messages tabs, with separate counts for KeyCom® Messages and Text Messages displayed when the tab is expanded.

Maintenance — Maintenance requests are drawn from text messages sent by Residents to their Building Super.

Go to accounts.mvisystems.com and enter the username and password you were given by your Dealer or MVI.

Uploading Building Info from CSV

In your Dashboard, click “Upload Data” button, and select your CSV file.

Onboarding Residents (User Guide & FAQs)

  • We recommend distributing a notice to residents prior to the install date giving residents 30 days to obtain new keys and activate their account before the old intercom system is phased out.
  • You can easily activate new residents from your portal by clicking on “Assign New Resident” and moving through the prompts. After entering the required information, you have the option to activate a new user with a welcome email or physical welcome packet.

Only one Welcome Package is to be sent per listing (please note: one unit may have multiple listings). If you need to send additional MyKey™ plastic tabs for a listing, please use the additional MyKey™ sets and not the Welcome Packages.

When multiple residents in a listing want to be notified when a visitor buzzes their unit, they need to have the Primary resident (the one who activated the initial Welcome Package) add them as a user. This can be done by the primary resident in the MVI app. In the app they need to go to My Profile > Manage Users > Add New User. The primary resident can then choose to have a text or email sent to the additional user with the link to register. The additional user can then create a profile, download the app, and login to be able to receive app calls for that listing. Add as many additional users as necessary. All additional users added will then receive an app call when a visitor buzzes that listing.

Staff members can be managed by selecting “Management Users” in the navigation panel of the Management Portal. Information on existing staff members is listed, and buttons are provided to allow new staff members to be added, the information of existing staff members to be modified, or the records for staff members who are no longer involved in interacting with the My Video Intercom system to be removed. When a new staff member is added, he is given a “Role”. Users in an Admin role will have visibility into and access to all of the Buildings of the Management Company. For roles other than Admin, the new user can be given access to an arbitrary subset of the buildings. While it is not required here, new users will eventually have to acquire a 16-digit authorization code if they will actually want to have physical access to buildings, though this may occur indirectly, through acquiring the MyKey™ app.

The Management Portal displays the name and a small image that can be selected by the Management Company in the upper right of the screen. This same image also appears in the upper left of all KeyComs® in buildings managed by this company as a decoration on the button that invites parties interested in space in the building to contact the Management Company. The name and image can be modified through the Company Info tab of the portion of the menu above the Buildings section. In addition, each building under management can have an image uploaded for it in the Building Info tab within the Building section for each such building.

Your Certified MVI Dealer will assist you in creating a new building and preparing the initial data to upload. Through their own interface, they will create not only the building, but the collection of KeyCom® devices that are assigned for installation in that building. Collaboration is required as the Dealer will need to know the identifier for each unit, its floor, the principal leaseholder for each unit and a contact phone number. Together these items will permit the construction of a basic initial directory for the KeyComs® and a basic initial Unit Directory and Residents/Companies list for the Management Portal. It is not a problem if some of the Units are Vacant, and the process of creating and uploading this initial database can also be deferred until after the Dealer has completed installation. Your own staff could even perform the actual upload of Units and Primary Residents, though you may still want some help formatting the file used to upload the data.

Log in to the Management Portal at https://accounts.mvisystems.com using your username and password. Then in the Buildings pulldown, select the building where the new tenant is moving in. In the Unit Directory listing, the Unit that the new tenant will be occupying should have a status of “Vacant”. If if does not, then the Unit must first be vacated. Select the long button at the right marked “Assign New Resident” and complete the forms that open. [As of 7/10/2018, an activation code taken from a card attached to a MyKey™ pair is needed as part of this process; in later releases, the assignment of an Activation code can be deferred or the distribution of the code effected through e-mail, though the code will be needed before the Resident can use the My Video Intercom system].

When you are certain that the current residents of a Unit have left the building and no longer require access, e.g., for final cleaning, then on the Unit Directory for the building find the Unit in the listing, and at the far right there will be a button labeled “Vacate Unit”. Press this button. A confirmation dialogue box will open, and if you are sure the Unit is ready to be made available, you can allow the system to proceed. This process has numerous side-effects as all of the physical MyKeys™, all Visitor MyKeys™, and all instances of the MyKey™ App that have been associated with the Unit and its Residents will be rendered invalid and will no longer be permitted access. If an attempt is made to use any of them to gain access, they will be ignored by the KeyCom® devices. In addition, all log records of access events and changes to Resident data for the residents who are moving out will be archived and will be visible through the the Archive portion of the building main menu and not through the User Changes of Access Logs tabs of the building.

Messages from Residents

Messages from Residents are initially limited to requests for additional MyKey™ tabs. However, this is being extended to include unstructured text messages from Residents to either their Building Super or Building Manager entered through the Resident Messages page.

Events and Notices

General interest messages can be distributed either as Events or Notices. Events take place on a single day and have a title consisting of up to 32 characters. Notices are not necessarily tied to a single day, and while they too have titles limited to 32 characters, they allow for the entry of a text description that extends to 1960 characters on KeyCom® displays.

The KeyCom® display includes a view of the two weeks around today’s date. It also has a narrow window through which all of the Notices that are currently displayed in the My Video Intercom Portals and Apps scroll past.

Promotions for Residents — Coming soon

The My Video Intercom system is designed to provide flexibility and convenience to tenants through the use of up-to-date and adaptable technology, but it can also assist in ensuring the quality of life in a property by bringing activities that may detract from that quality of life to the attention of management. Flags are the mechanism that the system uses to call attention to building access events or changes to resident data that may be indicative of undesirable activity. Flags are attached to records of User Changes and Access Events if they meet certain certain criteria. For instance, if the facial recognition feature in a KeyCom® fails to match the image taken at the time an individual enters the building with the reference image being maintained by the system for the individual associated with the credentials that were presented, that access will be flagged. This does not mean that it was actually the wrong person entering the building, only that the system could not verify their identity. Similarly, if a Primary Resident were to change their name through the Resident Web Portal, this might indicate an attempt to transfer a lease without allowing the management company to create a new rental agreement with the new tenant, often the time when rent adjustments are possible. This type of change is also flagged.

The system also produces and provides access to Alerts that result from levels of activity.

A high number of visitors might be an indication of a commercial operation, and failing to see the Primary Resident of a unit access the building for an extended period might indicate that they are in fact no longer in residence there. By monitoring for flagged actions and events, you can help ensure that Residents are living up to the terms of their rental agreements.

  • Go to Resident Users in the web management portal for that resident and first delete the damaged MyKey™ by clicking ‘Delete MyKey™’.
  • Go to Unit Directory and assign a new MyKey™ by clicking ‘Add MyKey™ Set’. You will then scan or type in the activation code that you see on the plastic MyKey™ set and save. Then send that activated MyKey™ set to the resident. The resident can then activate the MyKey™ for use at the KeyCom™.

MVI App

The MVI MyKey™ App is available for both iOS and Android. The iOS version can be obtained at the Apple App Store and the Android version at the Google Play site.

Difficulty finding/downloading the app

If you have difficulty finding or downloading the app, please contact your Management company and they will assist you.

Logging In

  1. Navigate to https://accounts.mvisystems.com.
  2. Enter the username and password that you have previously setup and press “Login”
  3. If you have forgotten either your username or your password, follow the link provided to recover or reset them.
  4. If this is the first time you are logging in, select “First Time User/Sign Up” and follow the instructions for setting up your access. This will require having the activation code you received on the physical MyKeys™ in your Welcome Packet or in the initial Welcome email that was sent to you when you registered with the Management Company.

Edit/View Information — In general, you will only be able to see the information that is relevant to your Role within the system. If fields have a gray background then they are read-only.

Messages — If someone comes to your building but can not reach you through the KeyCom®, then they can leave you a video-voice message. Building Management can also send you the equivalent of an email or text message to your Resident Portal. There is a counter on the Messages item in the Main Menu to show how many unread/not-yet-viewed messages you have waiting for you. You in turn can use facilities within your Portal to send messages to your Building Manager and your Building Super. These features are all accessible through the Messages item in the Main Menu. This is also the default landing page when you log in.

Activity (OR User Changes and Access Log) – My Video Intercom offers Residents a clear summary of both the updates that have been made to information related to their Unit interactions with a KeyCom® that are initiated or authorized by the Resident. Each record is time-stamped to make it easy to find an action that may be of interest.
Promos – Local advertiser may want to make special offers available to residents of a particular building. These will be listed on the page that is reached by selecting “Promos” from the main menu

Bulletin Board – Displayed on the right hand side of the various pages of the Resident Portal, the Bulletin Board and accompanying Calendar provide a mechanism for Management to disseminate information regarding events, maintenance activities, policies, and other items of interest to Residents.

My Account – This tab expands to provide access to:

  1. Account Settings – Each Resident is able to modify his or her identifying information (name, userid, KeyCom® access PIN) as well as contact preferences such as phone numbers and e-mail address. As is conventional throughout the system those fields that are read-only are displayed against a gray background.
  2. Password Settings – Each account user can update their Portal access password as desired. When changing the password, the user is first required to answer a Challenge Question which was created during activation. Alternatively the user can provide the activation code that was received during the registration process. When the question is answered correctly, two text entry fields are displayed for entering and then confirming a new password. Passwords are required to be a minimum of 8 characters in length and contain at least one number and one letter.
  3. Manage Users
    • Account Users – Account Users are also referred to as Secondary Residents. They are able to access the Resident portal, though their view is somewhat restricted.
    • MyKey™ Users – MyKey™ users are individuals, often family members or service providers who are granted ongoing access to the building through the use of (physical) MyKeys™, but who do not have access to the Resident portal and who are not given access to the MVI App.
    • Visitor MyKeys™ – time limited access can be offered to individuals for a day, a week, or a month and for daytime, nighttime or 24 hour access. These MyKeys™ are sent electronically to their users and are not distributed as physical objects.
    • Directory Info – This tab controls both how the Residential Unit is represented on the KeyCom® kiosks of the building and provides a current view of KeyCom® lobby areas.
    • Settings – At any time, the Primary resident may update both the image that appears in the Directory section of the KeyCom® kiosks and the phone number that is called when an individual selects either the Primary Resident or the Unit from the Directory display. Note that when the Unit is contacted from the kiosk, all of the MyKey™ apps on phones of the Primary or Secondary Residents of the Unit will be contacted. Only if none of these individuals pickup the call on their app will the Directory Dial Number be called as a regular telephone call.
    • Live View – The Live View tab opens a window that by default shows a livestream from the KeyCom® kiosk that has been designated as the default or main entrance. There is also a pull-down list on the same page that allows the user to switch to the livestream from a KeyCom® at some other entrance to the building.
    • Billing
    • Maintenance

MyKeys™
Access Pin

Receiving Guests – When guests arrive at your building, they will approach the KeyCom®. When they are within about 3 feet, the screen will automatically change from displaying current events to presenting the interface to the My Video Intercom system. Your guest will choose “Intercom”, just as they would have approach a traditional call-button system. They can either scroll through the list of names to find you in the Directory or select your Unit number from the array. After they have made their selection a pop-up will appear indicating that this system is about to dial you and asking whether it should proceed. Notice that the name to be called is the Directory name for your Unit, so it will be whatever you have chosen to make it. If they select “Yes”, the system will attempt to contact you, first on the MVI MyKey™ app, and if that is unsuccessful, on the phone number you have provided. After determining who is coming to visit you, you can unlock the door for them through the app, or if you received a phone call, by pressing “9” on the phone. If you are contacted through the app, you can even open a 2-way video call with the visitor if that feature is included in your subscription level.
Troubleshooting Technical Issues

If you encounter technical problems with any part of the My Video Intercom system, the smartphone App, the Web Portal, or the KeyCom® kiosk itself, the HELP site https://help.mvisystems.com contains hints about expected behaviors and recommended uses of the various elements of the system.
App
Portal
KeyCom®

Secondary Residents

Secondary Residents are generally members of the household who will want to access the functionality of the Resident Portal and take advantage of the features of the MVI MyKey™app. While they can neither create new Secondary Residents nor delete existing Residents, they are able to view account information, manage their own login credentials and send Visitor MyKeys™ to other individuals.

Getting Started

  • MVI App – When Secondary Residents are added by Primary Residents, either their mobile phone number or e-mail address must be included in the identifying information. A link is sent by the My Video Intercom system using the appropriate channel which invites the Secondary User to initiate the registration process. This process includes updating the initial userid and password that are generated by My Video Intercom, as well as setting up a security challenge question. At this point, the Secondary Resident can set up the MVI MyKey™ app.

The MVI MyKey™ App is available for both iOS and Android. The iOS version can be obtained at the Apple App Store and the Android version at the Google Play site.

Difficulty finding/downloading the app If you have difficulty finding or downloading the app, please contact your Management company and they will assist you.

Employing the userid and passwor d set up as part of the Registration process, log in to the Web Portal. When your credentials are accepted, you will automatically be taken to the Messages page of the Portal.

  • Messages – Secondary Residents can view all of the messages that have been left for the household
  • Activity – Secondary Residents can view the log of all changes made by any member of the household to identifying and contact information, as well as all instance when members of the household accessed (or authorized access to) the building.
  • Promos
  • Bulletin Board
  • My Account – This tab allows Secondary Residents the same level of control as Primary Residents over their identifying information and access control credentials.
  • Visitor MyKeys™ – Secondary Residents are able to send MyKeys™ to individuals whom they would like to offer temporary access.

First, make sure you have the MVI MyKey™ mobile app installed and activated. When you sign in, ensure that you have Bluetooth enabled in your settings on the app. If you have Bluetooth turned on in your settings, then when you approach the KeyCom®, select the “Resident” button and your name will appear on the screen. Tap your name and the door will unlock in a matter of seconds.

When you approach the KeyCom®, tap “Resident” on the screen. Then hold your MyKey™ tab with the QR code facing the scanner located at the bottom right hand side of the KeyCom®. You will be prompted to setup your account with your name, create a pin number, and take a photo. Move through the setup prompts and hit “save” when complete. Test the MyKey™ by hitting “Resident” and then scanning your MyKey™.

When guests arrive at your building, they will approach the KeyCom®. Your guest will tap “Intercom.” They can then either scroll through the list of names to find you in the Directory or select your Unit number. After they have made their selection a pop-up will appear indicating that this system is about to dial you and asking whether it should proceed. Notice that the name to be called is the Directory name for your Unit, so it will be whatever you have chosen to make it. If they select “Yes”, the system will attempt to contact you, first on the MVI MyKey™ app if you have it installed and set up, and if that is unsuccessful, on the phone number you have provided as a regular call. After determining who is coming to visit you, you can unlock the door for them through the app or, if you received a phone call, by pressing “9” on the phone. If you are contacted through the app, you can even open a 2-way video call with the visitor if that feature is included in your subscription level.

When you are first added to the My Video Intercom system, either by a management user or by the Primary Resident in your Unit, you will be sent an email with a temporary username and password and a link to the Resident Portal website for new user processing. The process does include a second email exchange used to verify your address.

To activate/register your new MyKey™ tab:

– Tap ‘Resident’
– Hold the QR code up in front of the scanner on the lower right side of the KeyCom® intercom. You will then see a message ‘Account Not Yet Setup’. Click ‘OK’.
– Type in First and last Name and create a PIN code for your MyKey™. Click ‘Save’.
– Your MyKey™ is now active/registered for use.

There are four ways you can enter the building as a Resident:

Using Bluetooth — If you have the MVI App installed and activated and Bluetooth enabled on your phone, select the Resident button on a KeyCom® kiosk and your name will appear on the screen. As soon as you touch your name, the door will unlock for 5 seconds.

Using Digital MyKey™ — If Bluetooth is not enabled on your phone, the app also provides access to an image of a QR code which is unique to you. You can hold this image facing the lower right corner of the kiosk to allow the code to be scanned. When the code is recognized, your name will appear on the screen, and the door will unlock for 5 seconds.

Using a MyKey™ tab — When you approach a MyKey™ kiosk, touch the “Resident” button. You then hold your MyKey™ tab with the QR code facing the kiosk near the lower right hand corner. The display will show a live picture of what the scanner sees so that you can adjust how you are holding the tab. When the code is recognized, your name will appear on the screen, and the door will unlock for 5 seconds.

Using an Access PIN — As a backup to all the other methods, another part of the registration process is the creation of a PIN that can be used to gain access. On the kiosk, after having selected “Resident”, touch the button that says “Use my ACCESS PIN instead” and then follow the prompt to provide your name or phone number and the previously established PIN.

As an authorized user, you will have access to a Portal that gives you a variety of controls over how the My Video Intercom serves you and your household.
The portal can be found at: https://accounts.mvisystems.com

Log in to this portal using the user ID and password you created when you registered with My Video Intercom. You will then be directed to a web page where you can review information about your households user of the system, manage who in your household can use the system, modify the way your household is represented in the Directory of the KeyCom® kiosks for your building, and exchange information with your management company.

A Primary Resident can grant different levels of authority to other household members that are part of their listing (Please note: one apartment may have multiple listings. Each listing has its own set of users).

Categories of Users
Secondary Users — A Secondary User has their own userid and password for the Resident Portal, and can offer temporary access to Visitors.

MyKey™ holders — A MyKey™ holder uses either a physical MyKey™ tab or a digital MyKey™ image to gain access through KeyCom® kiosks, but is otherwise not involved in managing or modifying information in the system.

Visitors — A Visitor is sent an email or text message linking to a digital MyKey™ that is only valid for a bounded period of time.

MyKey™ tabs associated with a Unit are tracked on the MyKey™ Users sub-tab of the Manage Users tab of the Resident Portal. On that page there is a button at the top labelled “Request Additional MyKeys™”. When this button is pressed, a request for a pair of additional tabs is sent to the management company. Note that there may be a charge for additional MyKeys™.

When guests arrive at your building, they will approach the KeyCom® kiosk. When they are within about 3 feet, the screen will automatically change from displaying current events to presenting the interface to the My Video Intercom system. Your guest will choose “Intercom”, just as they would had they approached a traditional call-button system. They can either scroll through the list of names to find you in the Directory or select your Unit number from the array. After they have made their selection, a pop-up will appear indicating that this system is about to dial you and asking whether it should proceed. Notice that the name to be called is the Directory name for your Unit, so it will be whatever you have chosen to make it, not necessarily your name. If they select “Yes”, the system will attempt to contact you, first on the MVI MyKey™ app, and if that is unsuccessful, on the phone number you have provided. After determining who is coming to visit you, you can unlock the door for them through the app, or if you received a phone call, by pressing “9” on the phone. If you are contacted through the app, you can even open a 2-way video call with the visitor if that feature is included in your subscription level.

The MVI MyKey™ App is available for both iOS and Android. The iOS version can be obtained at the Apple App Store and the Android version at the Google Play site. You will need your 16-digit activation code, conveyed as part of setting up your system access to activate the App.

Messages and Requests

When you log in to the Resident Portal, the default landing page is the Messages tab. In addition to displaying a list of video voice messages left by guests at the KeyCom® kiosk, the page includes buttons to initiate messages to the Building Super and Building Manager. These buttons open pop-up text entry boxes in which you can compose messages conveying your comments or requests. In addition, on the MyKey™ Users sub-tab of the Manager Users tab on the the Resident Portal, there is a button for sending a special purpose message to management for requesting additional MyKey™ tabs.

Information from the Management Company

My Video Intercom offers several features that substitute for traditional channels used by management companies. Every page of the Resident Portal has both a list of of text notices and a calendar of events. Notices frequently have to do with maintenance or service work that is being done in the building, but can also contain other types of notifications, such as for changes in policy or reminders of rules that should remain posted for an extended period of time. Events are shown on the calendar, and clicking on one opens a popup with details regarding the event (time, location, description, etc.).

My Video Intercom allows you to review changes that were made to your account information, whether by a member of your household or by management. The Activity tab on the main menu of the Resident Portal summarizes these transactions as well as tracking interactions with the KeyCom® devices at entrances to your building.

In addition to this FAQ, there is help associated with a number of the fields and pages in the Resident Portal. If you have technical or troubleshooting problems that you are unable to resolve with this information, then your first point of contact should be your management company. If they are not able to help you immediately, they will have access to the necessary support and technical resources to promptly resolve any question or issue that arises.

When multiple residents in a listing want to be notified when a visitor buzzes their unit, they need to have the Primary resident (the one who activated the initial Welcome Package) add them as a user. This can be done by the primary resident in the MVI app. In the app they need to go to tap My Profile > Manage Users > Add New User. The primary resident can then choose to have a text or email sent to the additional user with the link to register. The additional user can then create a profile, download the app, and login to be able to receive app calls for that listing. Add as many additional users as necessary. All additional users added will then receive an app call when a visitor buzzes that listing.

To learn more about our certification and training program, reach out to sales@mvisystems.com.

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