FAQ & troubleshooting
Short answers to the questions each role asks first.
The questions that come up before anyone reads a whole guide, grouped by role. Each answer links to the page that covers it properly.
Everyone
Why can't I create an account?
WorkCore is invite-only, and signing in never creates an account — there is no registration page. If your address has not been invited, no email arrives however many times you ask for a link, so ask your property manager to invite you first. See Logging in.
Residents
Where is the form for reporting a repair?
There isn't one. Describe the problem to the assistant in chat and it opens the request for you — there is no New request button and no report form anywhere in the resident portal. See Report an issue.
How do I know my request was received?
The assistant saying so in its reply is the only sign chat gives you, so check for yourself: open Work Orders in the sidebar and look for a new row reading Submitted. The list refreshes every 60 seconds, so reload if you are impatient. See Report an issue.
I sent a photo — where did it go?
It travels with the request and stays on it: open the request from Work Orders and look under Photos. You can attach 5 photos per message and the request's gallery shows up to 10; pick more than there is room for and the extras are dropped without a warning, so count the thumbnails before you send. See Photos.
Why is my repair still Resolved and not Closed?
Resolved means the work is done and the outcome recorded — that is where most repairs stop. No screen in WorkCore has a button that closes a request; a superintendent can ask the assistant to close one, which is also when the How was the repair? rating card turns up. See Work-order status.
Superintendents
How do I contact the contractor?
Not from WorkCore — there is no message, no request and no booking link on any page. Phone them yourself, agree the visit, then tell the assistant in plain words who is coming and when and confirm the dispatch. See How a repair runs.
The queue says In progress — is someone actually coming?
Not necessarily. In progress covers both a booked visit and a dispatch still waiting on your manager's approval, and the row cannot tell them apart. Open the work order: until a blue Scheduled contractor block appears with a name and a time window, nothing is booked. See Queue.
Where do I enter what the job will cost?
Nowhere before the work. No form asks a superintendent for an estimate, so a figure reaches the request only through what you tell the assistant in conversation. The one cost you type is Actual cost (CAD) on the completion form, afterwards, and it is required. See Completing a work order.
Why can't I close a work order?
Because closing is not a button — Mark complete marks a job Resolved, and no page in WorkCore closes one. Ask the assistant to close the work order instead, and check the status chip afterwards, because the chat draws no card when it does. See Completing a work order.
Property managers
Where do I see what the contractor will cost?
An approval request can carry a cost estimate: it is the figure on the right of its queue row, and the Cost est. fact on the work order the row's heading opens. The Selected Approval panel has no Cost estimate box of its own, and because nothing asks a superintendent to type an estimate before the work, some requests arrive without a figure at all. See Approvals.
I rejected a dispatch — does the superintendent see why?
No. Your reason is stored on the decision and shown back to you on the decided row, but nothing in the superintendent's console repeats it and the audit trail records the rejection without your words. Write it for the record, then tell them directly if it should change what they do next. See Approvals.
Why is the Waiting approval filter empty?
Because it returns nothing on a real property. A work order waiting on your decision keeps its Waiting Approval chip but is counted under In progress, so filtering for it hides the rows you want. Treat the approvals page as the reliable list. See Work orders.
Related
- What WorkCore is — the four portals, and how a repair travels between them.
- How a repair runs — the whole journey in one page, whichever role you are.