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Resident Support

Get answers to the most common questions

Leaseholder Not Found

If you are receiving this message when you are trying to look up your pool passes in the PoolEntry app, follow this solution.

How to fix this >
If you are getting the message "Leaseholder not found", this means that the last name and phone number provided does not match our records. Simple solutions are as follows

  • Try a different combination of your last name and phone number.
  • The last name provided must match the exact name you provided when you applied for your passes.
  • If you have a suffix in your name (such as Jr., Sr.), try a different combination such as "Jr", "Jr." (a period behind the suffix). Try your last name without a suffix as well.

Error loading pool passes

If you receive this message “Error loading pool passes” it could be that the downloaded pool passes are from last year and have expired and are no longer valid. Or your payment to the property management office has not been recorded.

How to fix this error >
The most common cause of this issue is that your pool passes from last year were not removed from your PoolEntry app. To remove expired passes from last year, follow these steps:

  1. Open the PoolEntry App.
  2. Tap on the button where it says "Account" (located on the bottom of the screen).
  3. Tap where it says "Deauthorize this device" - this will remove all passes from the previous years and it will take you back to the look up screen to look up your new pool passes
  4. Enter your last name and phone number to look up your pool passes for this season.
  5. Follow the steps in the app to activate your passes.

Exceeded Allowed Number of Devices

If you receive this message when trying to add your pool passes to your phone, follow this solution.

How to fix this >
If you are getting the message "Exceeded Number of Allowed Devices", this means that you are trying to download pool passes on more devices than you are allowed. You can only download your pool passes on as many devices as you have passes available. (For example, if you have only 4 passes available, you may only download those passes onto 4 devices only) You also might receive this message if you deleted the PoolEntry app without first removing all passes that were previously added to your device.

Please submit an online support request and we will reset your account.

Contact PoolEntry Support

Frequently Asked Questions

  1. Apply for your pool pass through the link that your property management office sent you via email. If you didn’t receive an email from your management office, please contact your management office directly.
  2. Your property management office will review and approve your application.
  3. After your application is approved, you will receive a notification email letting you know that your pool passes are ready for download.

  1. Download the PoolEntry app from App Store (Apple) or Play Store (Google).
  2. Enter your last name.
  3. Press the "Return" or "Done" key on the keyboard to close the keyboard.
  4. Enter your phone number.
  5. Press the "Return" or "Done" key on the keyboard to close the keyboard.
  6. Enter a verification code. The verification code is sent as a text message to the phone number that you provided when you applied for your pool passes. If your community didn't require you to apply for your pass, then enter the phone number that your property management has on file.
  7. Press the "Return" or "Done" key on the keyboard to close the keyboard.
  8. Press the "Verify" button.
  9. Review and agree to the Pool Rules.
  10. Review and agree Terms & Conditions.
  11. Activate your pool pass.

  1. Go to the App Store.
  2. Search for "PoolEntry".
  3. Select the "PoolEntry" app.Do not select and download the "PoolEntry Guard" app. The "PoolEntry Guard" app is for a lifeguard or pool attendant.
  4. Tap the "Install" button.
  5. Tap the "Open" button.

  1. Go to the Play Store.
  2. Search for "PoolEntry".
  3. Select the "PoolEntry" app.Do not select and download the "PoolEntry Guard" app. The "PoolEntry Guard" app is for a lifeguard or pool attendant.
  4. Tap the "Install" button.
  5. Tap the "Open" button.

  1. Tap the button "Activate" on the pool pass that you want to activate.
  2. Tap the picture of a grayed-out person. Your phone will ask to open your photo gallery or will open your camera to take a picture.
  3. Select a picture from your photo gallery or take a new picture.
  4. Enter your first name.
  5. Enter your last name.
  6. Enter your date of birth. Your last name and your date of birth are not visible to the lifeguard or pool attendant. The lifeguard or pool attendant will only see your first name and your photo.
  7. Tap the "Activate" button.
  8. Confirm that you want to activate your pool pass. Please note that you are not able to make any changes to your pool pass, such as changing your photo, after you activate your pool pass.

You can scroll between passes left to right on the screen of your phone.

Please contact your management office in regard to adding additional passes to your account. Please note that PoolEntry is not allowed to add additional passes to residents. Your management office will be able to assist you.

A resident can download the PoolEntry app and activate their pool passes on as many devices as they have passes available. To add pool passes to other devices, the family member will need to use the same phone number and last name that they provided when they applied for their pass. The family member will be able to see all the pool passes for their household on each device. When you swipe left to right on the main screen, you are able to see the additional pool passes. A resident can bring only one device to the pool and check-in each family member from the same device.

A resident can download the PoolEntry app and activate their pool passes on as many devices as passes they have available. To add pool passes to other devices, they will need to use the same phone number and last name as they provided when they applied for their passes. The family member will be able to see all pool passes for their household from each device. They can just swipe left to right on the main screen to see the additional pool passes. A resident can bring only one device to the pool and check-in each family member from the same device.

After you install the PoolEntry app, the PoolEntry icon will appear on your home screen. If it is not located on your homescreen, then you can swipe left to right, or top to bottom to see other screens on your phone. You will be able to see the PoolEntry app icon on one of your screens.

There are two ways that you can check in at the pool depending on your community requirements.