Why Is One Resident Receiving All Visitor Calls?

If multiple residents live in the same apartment, you may notice that one person receives most or all visitor calls from the ButterflyMX intercom while another receives none. This is typically related to how resident accounts are set up in the building directory.

Below is an explanation of how the system works and what options are available.

How Visitor Calls Are Placed

When a visitor arrives at the building, they use the intercom directory to select the resident they want to contact. If multiple residents in the same apartment each have their own account, they will each appear as a separate entry in the directory — for example:

• John Smith - Apt 204
• Maria Smith - Apt 204

Because the visitor is manually selecting a name, the system does not automatically decide which resident receives the call. If visitors consistently call one person and not another, it is most likely because they are choosing that person's name directly.

Important things to know:

• The intercom does not automatically route calls between residents in the same unit.
• Each resident with their own account appears as a separate directory entry.
• Visitors can choose any name listed — but they must actively select it.

Option 1: Hide a Resident's Name From the Directory

If one resident prefers not to receive intercom calls at all, their name can be removed from the directory while they still retain access to the ButterflyMX app (to open doors, use visitor passes, and access other features).

To request this, contact your Property Manager or building administrator. They can update the account settings so that resident no longer appears in the directory.

Note: Once a name is hidden from the directory, visitors will not be able to call that resident from the intercom.

For more information, see: Remove Your Name from the Intercom Directory While Keeping App Access

Option 2: Use a Shared Account So All Phones Ring at the Same Time

If you and another resident prefer that both phones ring whenever a visitor calls your unit, a shared account is the solution.

In this setup:

• One ButterflyMX account is used on multiple phones.
• Everyone signs in using the same email address and password.
• Only one name appears in the directory (e.g., "Smith Family - Apt 204").
• When a visitor calls that directory entry, all phones logged into the account ring at the same time.
• The first person to answer connects with the visitor, and the other devices stop ringing.

How to set this up:

Contact your Property Manager or building administrator and let them know you'd like to switch to a shared account setup. They will consolidate the accounts and update the directory name if needed. You do not need to make any changes yourself — once the update is complete, each resident simply signs in to the app using the shared account credentials.

For more information, see: Can ButterflyMX Ring Multiple Phones at the Same Time?

Need Additional Help?

If you have questions about your account or experience issues, contact your Property Manager or reach ButterflyMX Support by submitting a request here.