Q: The intercom is powered off.

A: We have systems in place to detect this. Your property manager should have already received the next step in order to troubleshoot the issue. Please contact your property manager to get more information on the matter.

Q: The door/gate is not opening.

A: If the intercom or mobile app shows the door is unlocked, but it is not actually opening, there is a disconnect between the ButterflyMX entry device and the building's door/gate due to a wiring issue or locking hardware failure. Please report the issue to your property manager and let them know to email us at support@butterflymx.com if they need any further information.

Q: I would like to be removed.

A: To be removed from your building, please contact your property managers as they are the only ones authorized to make such changes.

Q: Another person needs access.

A: If you want to grant someone access temporarily, go to the mobile app and create a Delivery Pass, valid for one-time use for dropping off packages, or a Visitor Pass, valid for recurring or ongoing use by frequent visitors such as a housekeeper or weekend guest. Note that not every property has both of these access types enabled.

For a permanent change to the tenants in your unit, please contact your property managers as they are the only ones authorized to make such changes.

Q: I forgot my PIN or want to change it.

A: To view your PIN go to the app's "Account" section and tap on "My PIN". To change it, tap "Manage PIN", enter the new PIN you want to use, and tap the "Save" button.

Q: I need to change my name or number.

A: Go to the app's "Account" section and tap "Account". To update your phone number, tap "Edit" next to "Phone" and follow the instructions. To update your name, tap "Edit" next to the "Name", and update as needed.

Q: I need to change my email or unit.

A: Please contact your property managers, as they are the only ones authorized to make such changes.