If your name is not appearing on the building intercom or directory, visitors may not be able to find you when they try to call your unit. This can happen for several reasons, including your account status or how your directory listing is configured.

Follow the steps below to understand what may be happening and how to resolve it.

1. Check Whether Your Account Is Active

If your ButterflyMX account has been deactivated or removed from the building, your name will not appear in the directory.

Important:

• Only your Property Manager or building management team can activate or reactivate resident accounts.
• ButterflyMX Support cannot activate an account without authorization from the property manager.

If you believe your account may be inactive, contact your Property Manager and ask them to confirm that your account is active in the ButterflyMX system. If your account has been deactivated, you will not be able to log in to the ButterflyMX mobile app or access any building features.

2. Confirm Which Intercom Is Missing Your Name

Some buildings have multiple intercoms — for example, one at the main entrance and another at a garage or secondary entry. Your name may appear on one intercom but not another, depending on how the directory is configured for each device.

Before reaching out to Support, confirm:

• The exact intercom location where your name is missing (for example: main entrance, side entrance, garage)
• Whether you have checked all available intercoms in the building

Providing this information helps Support investigate the issue more quickly.

3. Your Name May Be Hidden or Set to Search-Only

There are two directory configurations that could cause your name not to appear in the standard scrolling list:

• Display only on search: Your name is configured to appear only when a visitor actively searches for your name or unit number on the intercom keypad — it will not show in the default directory list.
• Hidden from directory: Your account may be configured so that your name does not appear in the directory at all. Visitors will not be able to call your unit from the intercom, though you can still use the ButterflyMX app normally.

Both of these settings are controlled by your Property Manager in the ButterflyMX system. If you'd like your name to appear in the standard directory list, contact your Property Manager and ask them to update your directory display settings.

4. If the Issue Continues

If your account is active and your name still does not appear on the intercom, additional investigation may be needed.

To help Support diagnose the issue, please provide:

• The exact intercom location where the issue occurs
• Your name and apartment/unit number
• A screenshot or photo of the intercom screen showing that your name does not appear in the directory

This information helps verify how the directory is displayed on the device.

Need Help?

If you're unsure whether your account is active or need help confirming how your directory listing is configured, our support team is happy to assist.

Contact ButterflyMX Support by submitting a request here to further investigate the issue.