Frequently Asked Questions

The intercom is powered off.

ButterflyMX has monitoring systems in place to detect when an intercom goes offline. Your property manager should have already been notified and received guidance on the next steps to resolve the issue.

Please contact your property manager directly for more information and a status update.

The door or gate is not opening.

If the intercom or your ButterflyMX app shows that the door has been unlocked but it isn't physically opening, this is typically caused by a wiring issue or a locking hardware failure — not the ButterflyMX software itself.

Please report the issue to your property manager. If they need further assistance, they can reach the ButterflyMX support team by submitting a request here.

I'm not receiving calls from the intercom.

If visitors are calling your name from the intercom but your phone isn't ringing, here are a few things to check:

• Make sure you have the ButterflyMX app installed and that you're logged in.
• Check that your phone's notifications are enabled for the ButterflyMX app. Go to your phone's Settings > ButterflyMX > Notifications and ensure they're turned on.
• Make sure your phone is not on Do Not Disturb mode.
• Check that your internet or cellular connection is active — video calls require a data connection.

If everything looks correct and you're still not receiving calls, contact your property manager so they can verify your account is set up correctly.

I can't log in to the ButterflyMX app.

If you're having trouble logging in:

1. Make sure you're using the email address that was used to register your ButterflyMX account.
2. If you've forgotten your password, tap Forgot Password on the login screen and follow the instructions sent to your email.
3. If you never received a registration email, contact your property manager and ask them to resend your registration email.
4. If you're still locked out, your property manager can verify your account details or reach out to ButterflyMX support on your behalf.

How do I open my door or gate with ButterflyMX?

There are several ways to open your door or gate using ButterflyMX:

• Swipe to Open — Open the door directly from the ButterflyMX app with a swipe.
• Door PIN — Enter your 6-digit PIN on the intercom keypad. Great for when your phone is unavailable.
• Visitor Pass — Share a QR code or PIN with a guest so they can let themselves in.
• Smartwatch — Open the door from your Apple Watch or Android Watch.
• Voice — Connect the app to Siri or Alexa and open the door with your voice.
• iPhone Back Tap or Haptic Touch — Open the door with a tap or press on your iPhone's home screen without unlocking your phone.

For step-by-step instructions on any of these methods, see Ways to Open Your Door or Gate with ButterflyMX.

I want to be removed from the building's system.

Only your property manager is authorized to remove a resident or tenant from your building's ButterflyMX system.

Please contact your property manager to request removal.

Moved out? If you've moved to a new building and your old property still appears in your ButterflyMX app, you'll need to contact the property manager of your previous building to have your account removed. For security reasons, ButterflyMX Support cannot remove residents from properties without authorization from the property manager.

I need to grant someone else access.

For temporary access, you can create a pass directly in the ButterflyMX mobile app:

• Delivery Pass — A one-time-use pass, ideal for package drop-offs or food delivery.
• Visitor Pass — A flexible pass for guests, with options for recurring schedules, specific days and times, full-day access, or a single use. Perfect for housekeepers, dog walkers, or visiting family.

To create a pass, open the ButterflyMX app and tap + Visitor Pass or access the Passes section.

Note: Not every property has both pass types enabled. If you don't see one of these options, it may not be available at your building — check with your property manager.

For permanent changes — such as adding a new roommate or co-tenant — please contact your property manager, as only they are authorized to make those updates.

Can ButterflyMX ring multiple phones at the same time?

This depends on how your building has set up accounts:

• Individual accounts — If each person in your unit has their own ButterflyMX account, visitors choose which person to call from the directory. Only that person's phone will ring.
• Shared account — If everyone in your unit shares a single ButterflyMX account (same email and password on multiple phones), all phones logged into that account will ring simultaneously when someone calls your directory entry. The first person to answer takes the call.

If you'd like to switch to a shared account setup, contact your property manager and they can make the change.

I forgot my PIN or want to change it.

You can view and manage your PIN directly in the ButterflyMX app:

1. Open the app and tap Account.
2. Tap My PIN to view your current PIN. Tap the eye icon to reveal it.
3. To change it, tap Manage PIN.
4. Enter a custom 6-digit PIN or generate one randomly, then tap Save.

Tip: Door PINs are for resident use only. If you need to give someone else access, create a Visitor Pass instead.

I need to update my name or phone number.

You can update your name and phone number directly in the ButterflyMX app:

1. Open the app and tap Account.
2. To update your phone number, tap Edit next to Phone and follow the on-screen instructions.
3. To update your name, tap Edit next to Name and make your changes.

I need to update my email address or unit number.

Email address and unit number changes must be made by your property manager, as only they are authorized to update this information in the system.

Please contact your property manager to request these changes.

I received a package but didn't get a notification.

If a package was delivered but you didn't receive a ButterflyMX notification, here are the most common reasons:

• Notifications may be disabled - Open the app, tap Account, then go to Activity & Messages under Preferences and ensure App Notifications or Email Notifications are turned on.
• Your name wasn't selected during delivery - When carriers deliver multiple packages at once, they may not select each resident's name individually. If your name wasn't selected, the system won't generate a notification for your unit. This is outside of ButterflyMX's control.

If you have further questions about how a package was delivered, you may need to follow up with the delivery carrier directly.

I want to remove my name from the intercom directory but keep app access.

You can ask your property manager to remove your name from the intercom's public directory while keeping your ButterflyMX account active. This means visitors won't be able to find and call you from the intercom, but you'll still be able to open doors from the app, use your PIN, and manage passes.

Contact your property manager to request this change.

Is ButterflyMX free for residents?

Yes! residents and tenants are not billed directly by ButterflyMX. The ButterflyMX system is purchased and managed by your property or building management. Any costs related to the service are handled through the property, not charged to you individually.