Below is a list of common questions asked by Committee Members/Owners as they start to use the online portal. This includes basic troubleshooting for activation and login issues.
What is the Customer Online Portal?
The customer online portal has a wide range of features that provides transparency and the ability to manage all aspects of your building affairs seamlessly in one place.
What does this mean for me as an invoice approver for my building?
- You can now chat directly with your strata manager and/or other committee members about invoices within the portal.
- You can have more than one invoice approver and maintain a clear, transparent workflow over the approval journey process
- You can now view historical invoices and the history of their approval process
- You can now view the cash balances in the buildings bank account on the invoice approval screen
- You can now view General Ledger (GL) codes and descriptions being used for each invoice
- You have the flexibility to review, sort, and manage invoice approvals by contractors, amount, date, and much more
- One link will provide you with access to your invoice approvals and all of your building's important financial information and documents.
Other Benefits- Non-Invoice Approvers
- Delivers tracking updates on Maintenance requests. You can oversee the management of maintenance requests from start to finish including approval of quotes through to payment of invoices
- Provide feedback on Service Provider's performance in carrying out Maintenance requests.
- Ability to chat directly with owners, committee members, and strat managers about anything to do with your building
- Provides you with access to all the Key documents for your building such as levies, by-laws, minutes, and quotes
- Provides you with a virtual building notice board
Why do I need to activate my profile?
The Customer online portal is the business tool your <strata organization name> is adopting, to replace the current approval and communication system which will, in turn, remove bottlenecks surrounding the prompt processing of invoices for your building.
When Committee Members and Owners activate their profiles, they will be able to see important documents and see a list of past and upcoming jobs for their building.
Additionally, for nominated invoice approvers, you must have an account to approve invoices for payment.
The online portal enables approvers to easily keep track of the invoices for the building instead of sending them via email. It also has an audit trail, which gives transparency and allows users to view the actions made on the invoice and when they were made. Users
Aside from this, you can search for invoices by various options such as using strata plan number, creditor(contractor) name, invoice number and more. You can also sort invoices by when they were added in the portal or when they paid. You can filter invoices by a certain date range or only view invoices that require your review and approval.
How do I activate my profile?
We reach out to Committee Members and Owners via an invitation email. In this email, a profile activation link is provided. You simply need to click the ACTIVATE YOUR PROFILE button and follow the instructions.
What should I do if the invitation link sent to my email is not working?
It is likely that the invitation link has expired. The Committee Member or Owner should reach out to their Strata Manager or the designated support team to send a new invitation.
There's also a chance that the user already has an active account using a different email address if they are a Strata Member for more than one plan. They have to be logged out of their other account before they can activate the new account.
What should I do if I can't find my invitation?
If the Committee Member or owner cannot find their invitation, it may be in their Spam or Junk folders. If they still can't find it, it may have been sent to an incorrect email address. The Strata Manager should confirm the correct email address and request the designated support team to resend the invitation to this email.
I can’t access the online portal. What should I do?
The preferred browsers in order to seamlessly access the website are Google Chrome and Mozilla Firefox. It is recommended to use the most up-to-date version of your preferred browser.
The Committee Member or Owner should reach out to their Strata Manager or the designated support team for further assistance.
My computer is taking a long time to load the online portal web page.
A basic troubleshooting step for this technical issue is to clear the browser's cache and cookies. Below are some guide steps on how to perform this action depending on the type of browser.
What should I do if my password is not letting me in?
To reset your password, you need to go to my.smata.com and click on the ‘Forgot Password?’ link. An email will be sent to you right away. On the email, find the ‘Update Your Password’ link to activate a new password.
What is the building page?
The building page is a central hub where you will find up-to-date information about your building such as a directory of building contacts, building rules, items to action (for nominated approvers), recent work history, popular documents, upcoming work, and a noticeboard. For more details about navigating the Building Profile, click HERE
I am an invoice approver, how do I see the invoices that I need to review and approve?
When an invoice is ready for you to approve, you will be notified via email and online portal notifications. At the same time, you can go to the ‘Items to Action’ section of the Building Profile. For more details about the invoice approval process, click HERE
I want to request a work/quote, what should I do?
Committee Members and Owners are able to request works to be undertaken in their building. To do this they will need to submit an online request form. This can be found by clicking the 'Create Work Request' Button on the Building Profile. Please follow the guide steps HERE
Alternatively, if they are not logged in to their account, they can create a job request externally by going to my.smata.com and clicking on the ‘Submit Work Request’ button which is found on the upper, right corner of the web page.
Can I view the documents related to my building?
Document Management System (DMS) allows Committee Members to view documents relating to their building. To access the DMS, click the Document icon from the toolbar at the top of the screen. For more details about the DMS, please click HERE
Why am I getting all these emails or notifications?
Committee Members and Owners can choose to receive or not receive specific notifications by going to the small circle (with your initials or display photo), clicking the drop-down arrow, going to Settings, and Email Notification Settings. You will then see a list of notification categories that you can choose whether to receive or not, the method in which they are delivered, and the frequency of how often they are delivered.
Is there a chat/messaging feature in the online portal?
Committee Members and Owners are able to send messages to Strata Managers, Building Managers, and other Committee Members and Owners. They can do this in three ways: using the ‘Send Message’ feature in the Building Directory, using the 'Message Stakeholders' button from the view of a document or invoice, or by going to the 'Messages' tab and using the green '+' button to start a new chat.
On the Building Profile, click on ‘View Directory’ and click the ‘Send Message’ option. If a contact does not have this under their name, it means they either do not have an active account, or they have requested to not be contactable.
From the Document Management System, once a document is opened there will be a ‘Message Stakeholders’ option on the bottom, left part corner of the page. Clicking this option will link the specific file into the message.
Click on the 'Messages' icon from the toolbar at the top of the screen to view all existing chats. Click the green '+' button to start a new chat and complete the required fields - Strata Plan number, subject, message content. Click 'Get Started'.
I don’t want to use the online portal.
Committee Members and Owners can reach out to the relevant Strata Manager if they do not want to use the online portal.
If I need assistance or have questions/concerns, is there someone from the team that can help me?
The Support Team is online Mondays to Fridays from 9:00 AM to 6:00 PM. You can reach out via the below ways:
Live Chat from the website. The Chat bubble is located on the bottom left of the screen when logged in to the portal.
'Submit a Request' from the Help Centre. Click on the Help icon from the toolbar to access the Help Centre.
Phone: 0488 839 500