Staff Support

Two routes arrive at the same place, and the dashboard keeps them apart on purpose:

• Invitations. You invite a resident from the residents section. They get a QR code and a 6-character code to claim.
• Applications. A resident found your property and registered themselves. That lands as an application for you to approve or reject, because they've claimed a unit rather than been given one.

Approving an application is the step that makes someone real to the rest of the platform. Until then they can't be selected for a parcel, and they won't receive notices.

Units and properties each have their own section, and there's a property information area for the details residents see about the building.

Unit records are what everything else keys off: parcels, bills, notices, visitor passes. A wrong unit record shows up as several unrelated-looking faults, so it's worth fixing there rather than working around it.

There's a pets section for the records your building keeps on residents' animals. Whether your property uses it, and what it requires, is its own policy.

1. Open Parcels in the admin portal and start a new one. Scan the barcode, or type the tracking number. A parcel with no tracking number is fine, so leave it blank.
2. Pick the property and unit, then choose the recipient. If the name on the parcel isn't a registered resident, use the custom name option rather than guessing at the nearest match.
3. Photograph the parcel. Images only, up to 10MB.
4. Add a note if anything needs saying: the box is damaged, it's refrigerated, it's too big for the shelf.
5. Save. The resident is notified, and you can go straight into the next one.

You don't need to message the resident separately. Logging it is what notifies them.

The photo is the arrival record. It's what lets the desk answer “did it actually arrive, and in what state” weeks later without anyone's memory being the evidence.

The photo is taken when you log the parcel in, and only then. There is no second photo at handover. Instead the handover records the name of the member of staff who released it, so if a resident disputes a collection, the office can see who to ask.

Photograph the parcel, not the resident. You need the package and its label, not a portrait of whoever is collecting it.

Correct it in the admin portal, under Parcels. It cannot be done from the app, because a record that front-desk staff could quietly rewrite on a shared phone wouldn't be worth keeping.

Do it before the shift ends. The resident who was notified in error usually asks about it first, and it's better if the desk already knows.

Billing is built out of a few pieces that are worth knowing separately:

• Bill types define what you charge for.
• Bills are the individual charges raised against units.
• Scheduled bills are the ones that recur without being re-created each period.
• Runs are the record of a cycle being generated, so you can see what a given run produced.

There are also billing notification settings, which control what residents are told and when, worth checking before a first cycle rather than after.

Payments are configured in settings, where your property connects its own payment account. Until that's connected, residents can see bills but can't pay them in the app.

Setting it up is a finance decision as much as a technical one. If you're at that stage and something isn't connecting, email support@qasaliving.com rather than retrying, because we can see the connection state from our side.

Check how they paid. A card payment settles on its own; a bank transfer arrives as a payment slip the resident uploads, and it stays submitted until someone in your office reviews it against the account.

If the slip is genuine and the money has landed, confirming it is your side. If a card payment has clearly gone through and the bill hasn't closed, that one is ours. Email support@qasaliving.com with the property, the unit and the invoice.

The visitors section shows visits for the property, and there's a visitor-management area in settings for how your building wants them to work.

Visitors is one of the modules that's enabled per property, so if the section isn't there for you it hasn't been switched on for that building.

Requests residents raise land in the maintenance section with their description and photos, and you can also create one directly for something your own team spotted.

Technicians are managed as part of your team, so assigning work and adding a technician are related jobs in different places.

Amenities has its own section for the facilities residents can book. Shuttle is built from shuttles, routes and schedules, each added separately. A route without a schedule won't appear to residents, which is the usual reason a newly added shuttle looks invisible.

Shuttle is enabled per property too. If your building doesn't run one, the section simply isn't there.

The chat section is where residents' conversations with the office arrive. Each is a single thread per resident, so the history is in one place rather than spread across whoever happened to answer.

Office hours are configured in settings, which is what sets residents' expectations about when they'll hear back.

Reported content arrives in the moderation section for your team to review. Community Guidelines are the standard residents were asked to agree to, so they're the reference when a decision needs justifying.

Residents can send suggestions about the building, and they sit visibly awaiting a response until someone in your office replies. The reply goes back on the same suggestion, so the resident sees it where they left it.

Whether you answer is your property's call. Leaving them unanswered is visible to the resident, which is worth knowing before deciding to.

Your team is managed from the dashboard: members, the roles you define, and which modules each role covers. There's a directory of the team and a separate view for technicians, since they're assigned work rather than given the whole dashboard.

Give people the modules their job needs and no more. It isn't only a security position. A front-desk officer looking at a billing screen they don't understand is a support call waiting to happen.

Invite them from the team or staff settings. They receive an invite to claim with a QR code and a 6-character code, and pending invitations stay listed until claimed so you can see who hasn't yet.

Yes. One account, with the property you're working on selected in the dashboard. Access is per property, so someone can be on the team for one building and not another.

Settings that differ between buildings, such as fees, amenities, office hours and house rules, are held per property, because they always differ.

1. Open the pickup screen and scan the resident's QR code, or type the 6-digit pickup code they show you. A handheld scanner works too.
2. You'll see every parcel waiting for that unit. Select the ones actually being collected, or select all.
3. Confirm who collected them, then confirm the pickup.

Only active residents of that unit can collect on each other's behalf. If a neighbour, a driver or a helper turns up for someone else's parcel, they won't be offered as the collector, and that is deliberate rather than a bug.

“Invalid code” usually means the resident is showing a code for a different building, or an old screenshot. Ask them to open their app fresh and show it again.

No. The app does handover only. Logging a parcel in is done in the admin portal, under Parcels. So is correcting one that went to the wrong unit.

That is the shape of the app generally: it covers the jobs you do standing at the door, and the portal covers everything. See the Parcels topic under Admin portal for the logging steps.

Compose it in the notices module and publish it. Residents are notified on their devices, and you write it once, in whichever language you prefer.

Read it back before you send. It reaches everyone at once, and keeping the wording short and plain is what makes a translation come out clean. Long sentences and local shorthand are where machine translation gets vague.

No. Write it once in the language you are comfortable in. A resident who cannot read it taps translate on the notice and gets it in their own language. Translation happens when they ask for it, not before, and nothing goes out pre-translated.

For anything legal, financial or safety-critical, keep the wording plain and short. A notice a resident has to re-read is a notice that generates calls to your desk.

Every resident registered to a unit in the building you published it to.

A resident who hasn't finished registering won't be reached, which is the usual explanation when someone says they never saw a notice everyone else did.

Not from the app. That part is in the admin portal, which holds scheduled notices, templates you can reuse, and a list of any that failed to send so they can be dealt with rather than quietly lost.

You already have the portal, so this is a matter of opening it in a browser rather than of asking for access.

Your management office invites you. There is no public sign-up. These tools work with real resident data, so access is granted only to named staff at a property that uses QasaLiving.

1. Open the invite email or SMS your office sent.
2. Scan the invite's QR code, or type the 6-character code from the invite.
3. Choose whether to verify by phone or email, and enter the 6-digit code we send.
4. You're linked to your property and taken to your home screen.

If your account is created but your property assignment is still pending, you'll be told so. An admin reviews it, usually the same day.

The admin portal does everything. In a browser: residents and units, notices with their templates and schedules, parcels across the property, visitors, maintenance, billing, amenities, shuttle, the community modules, your team's roles, and settings.

The staff app is a convenience extension of the portal, not a second product. It covers the subset of tasks that are awkward at a desk (today, parcel handover and notices), so you can do them standing at the door.

Nothing is app-only. If the staff app is unavailable to you, or you would simply rather not use it, you can still do your whole job from the admin portal. There is no task that requires the app.

Open the admin portal

You can sign in either way: a password, or a one-time code sent to your phone or email. That is true in the admin portal and in the staff app; neither one is restricted to a single method.

A one-time code is usually the better choice on a shared front-desk phone, because there is nothing to hand over at shift change. There's a forgot-password link if you've set a password and lost it.

If a code doesn't arrive, wait a moment and request another, and check your spam folder if you're using email. If it still doesn't arrive, the contact details on your staff record may be wrong, and your office can correct them.

There are two of these, and each has a different fix, both of them your office's:

• Not a team member. Your account exists but isn't on the property's team yet.
• No property access. You're not assigned to the property you're trying to open.

Portal access itself is not the problem. Every staff member on a team has the admin portal; it is not a role you can be missing. If you are on the team and assigned to the property and it still refuses you, that is a fault rather than a permission. See Troubleshooting.

Your role decides which modules appear. The office sets them per team member in the dashboard's team settings. Front desk, security, billing and leadership are typically given different views on purpose.

Some modules are also switched on per property rather than per person, so a module you used at one building may simply not be enabled at another.

No. They're separate records, even if both use your phone number or email. If you work at a building that uses QasaLiving and live in one, you'll have a staff account for the job and a resident account for your home, and you sign in to each with its own invite.

Your office removes your access from the team settings. What you did on the account stays with the building as its record, which is why accounts are named rather than shared, and why the desk phone shouldn't stay signed in as whoever set it up.

You see what the job needs. Treat it as the building's records rather than yours.

• Don't copy resident details into personal messaging apps or your own notes.
• Don't give a resident's contact details to another resident, a courier, or a visitor.
• Don't forward parcel photos, visitor records or maintenance photos outside the platform.
• Don't leave a shared desk phone or an office browser signed in and unattended.

Resident personal data is protected under Thailand's PDPA and, where it applies, the GDPR. The obligation sits with the property, and in practice with whoever is holding the phone or sitting at the desk.

They're part of the building's records. The Privacy Policy sets the standard retention period at three years from the date of last activity, unless a longer period is required by Thai law or a regulatory obligation. The policy linked at the foot of this page is the authority.

Don't action it yourself, and don't refuse it either. Pass it on. Requests to access, correct or erase personal data go through your management office or directly to us.

Tell the resident to email support@qasaliving.com from the address on their account. Requests are acknowledged within 72 hours and resolved within 30 business days.

One limit worth knowing so you can set expectations at the desk: records the building must keep by law or contract, such as issued invoices, handover logs and visitor records, cannot simply be erased on request.

In order:

1. Update QasaStaff to the latest version.
2. Force-quit and reopen it.
3. Restart the phone.
4. If one screen stays blank, sign out and back in to reload your building's data.

Still broken? Email support@qasaliving.com with your phone model, its OS version, the app version, and a screenshot. That combination usually tells us the answer immediately. Without it, the first reply is only ever a request for it.

1. Reload the page.
2. Confirm the right property is selected, since an empty list is often the right list for the wrong building.
3. Sign out and back in.
4. Try a different browser to rule out an extension.

If it persists, email support@qasaliving.com with the page you were on, the property, what you expected, and the time it happened.

1. Check the app has camera permission in your phone's settings.
2. Clean the lens, because a desk phone's camera collects more than you'd think.
3. Hold steady and give it a moment rather than sweeping across the code.
4. For a code on someone's screen, ask them to raise their brightness.

Every scan step has a typed fallback: the tracking number, the 6-digit pickup code. Use it rather than turning someone away because a camera is struggling.

Treat this as urgent and email support@qasaliving.com straight away with your name, your property and what you can see. Don't work around it and don't open the records.