Overview

If something in your unit needs attention, you can submit a maintenance request directly through the ButterflyMX app. A guided chat experience helps you describe the issue, and you can track the status of your request from the app at any time.

Before You Begin

• Make sure you have the ButterflyMX app installed and are logged in to your resident account.
• You will need to know the location of the issue within your unit (for example: living room, kitchen, bathroom).

Steps

1. Open the ButterflyMX app and tap Maintenance.

• From the home screen, tap the Maintenance tile at the top of the screen.

2. Tap Create new request.

• On the Maintenance screen, tap the Create new request button to start a new request.

3. Describe your issue using the chat prompts or the voice memo option.

If you select "Chat message", a guided chat assistant will walk you through describing the problem. Answer each question as it appears. The assistant will ask follow-up questions to get the specific details it needs, such as:

• What kind of issue you're experiencing (for example: "AC not working")
• More specific details about the issue (for example: "not cooling" vs. "not turning on")
• When the issue started

Type your responses or tap a suggested reply to move through the chat.

If you select "Voice memo", you can record a voice memo to describe the issue by following the prompts that appear, and we'll use AI to analyze your description. This is a helpful option for when you are in a rush. 

4. Answer the entry and pet questions.

• Near the end of the chat, the assistant will ask two additional questions:
  • Whether the maintenance technician has permission to enter your unit if you are not home
  • Whether there are any pets in your unit that the technician should be aware of
• Tap the appropriate response for each question.

5. Review and confirm your request.

• Once you have answered all the questions, the assistant will display a summary of your issue. At the bottom of the summary, there is an "Attachments" section where you can attach photos or videos to your request.
• Review the details to make sure everything is accurate. Your request is submitted automatically after the chat is complete.

Tracking Your Request

After submitting, you can check the status of your request at any time by returning to the Maintenance section of the app.

To view your existing requests:

1. Tap Maintenance from the home screen.
2. Under Existing requests, tap any request to expand it.
3. Tap View details to see the full timeline for that request.

The detail view shows a step-by-step timeline for your request:

• We've received your request - your request has been logged
• We assigned your request - a technician has been assigned
• We're working on your request - work is in progress or being scheduled
• We completed your request - the issue has been resolved

You can also tap Messages on the detail screen to view any communications from your property team.

Tips

• You can submit multiple requests at once. Each issue should be submitted as a separate request.
• If your issue is urgent or an emergency, the assistant will flag it accordingly (visible as an Emergency tag on the request detail screen).
• Your property team may send updates through the Messages section of a request, so check there for any follow-up communications.

Need more help with your maintenance request? Contact your property management team. If you're having technical issues with the mobile app, submit a request here to contact ButterflyMX Support or try out our Chatbot.