Do I need a certified installer for my ButterflyMX system?
Yes, all installers must be ButterflyMX certified. Assistance is available to find a certified installer in your area. If you have a preferred electrician or locksmith contact your Implementation Project Manager on next steps for certification.
Will my installer visit the site before installation?
Yes, your installer should conduct a site visit to assess installation requirements and provide a quote.
When will my hardware ship?
Full payment is required on the hardware invoice before the order is shipped.
How far in advance should I notify ButterflyMX about my installation?
Inform your ButterflyMX Implementation Project Manager at least 2-4 weeks before installation is scheduled to begin.
How will access points be labeled in the ButterflyMX app?
Inform your installer how each access point should be labeled. An example of this may be “East Car Gate”, “2nd Street Entrance”, or “Lobby Elevator West”.
What is the role of the Onboarding Specialist?
Your Onboarding Specialist will assist with the tenant upload and work with you on setting up any intercom or access control preferences.
How do I access the ButterflyMX Admin Portal?
A registration link will be provided for logging into the admin portal. Access can be continued by clicking on the “Sign In” link on ButterflyMX.com.
Can I integrate ButterflyMX with my Property Management System (PMS)?
Yes, notify your Onboarding Specialist if you plan to integrate with a PMS. The sooner we have this information the better. Your Onboarding Specialist will provide the steps to initiate the integration from your PMS.
How are Fobs or Windshield Tags assigned to residents?
Fobs or Windshield Tags should be delivered to the property well in advance of the installation. There are programming resources available on our Property Managers page. Ask your installer about the correct placement of Windshield Tags best suited for residents.
Is training available?
There are helpful links on the ButterflyMX website to get you started; Property Managers and Residents and Tenants. These links include documentation and video tutorials.
Who should my installer contact if they need support?
Your Implementation Project Manager will be the primary contact for installation support.
How is the system activated after installation?
Once the hardware is installed, the installer must contact ButterflyMX Support at (800) 398-4416 x2 while on-site to activate and test the hardware.
Can units and tenants be bulk-added into the system during the setup process?
Yes, your Onboarding Specialist will assist you with bulk-adding residents into your system. Here is the template you would make a copy of to send over a full unit list + any current tenant data as a CSV file to your Onboarding Specialist who will then get this uploaded into your ButterflyMX system.
How will residents access the system?
Residents will receive invitations to download the ButterflyMX mobile app and set up their accounts upon activation of the system. If needed, your Onboarding Specialist can also send out registration emails earlier if you would like.
What power and network details should I know?
Ask your installer to show you the power supply location, the outlet connected to the intercom, and the router the system is connected to for future troubleshooting.
Will I receive a key to my intercom for ongoing maintenance?
Yes, ask your installer for the intercom key before the end of installation.
Who will be my primary contact after installation is complete?
An introduction will be made to your dedicated Client Success Manager for ongoing administrative support once the onboarding process has been completed.
What if residents have questions or need additional support?
The ButterflyMX Support Team is available to field questions from residents via their ButterflyMX app, email, or phone call.
What happens if my internet connection fails?
Pin codes, virtual keys, delivery pass and fob access will still be available. Swipe to open and calling features will be disabled.
What happens if the power goes out?
In the event of a power failure, your lock mechanism is controlled by the installer setup. ButterflyMX is not involved in lock design.
This FAQ provides an overview of the installation process. For additional questions, reach out to your Implementation Project Manager or Client Onboarding Specialist.