Manage Tenant Details

Overview

To edit a tenant, open the property's Tenancy Overview → the Tenants table → click the pencil next to their name, update Tenant details and click Save. Wherever a tenant's name appears in blue, clicking it opens a card with their phone and email and a link to View tenant profile. To fix the agreement email or name, or remove a tenant who hasn't signed, edit the tenancy while it's still Pending.

Edit a tenant's profile
1
Open Tenant details
From the left menu click Properties, open the property, then Tenancy Overview. In the Tenants table, click the pencil next to the tenant to open Tenant details. The window holds Full Name, Preferred Name, Primary Email, Primary Phone Number, extra emails and phone numbers, Banking Information and Notes. The full profile groups the same fields under Personal Information, Contact Information and Additional Information.
2
Or open them from their name
Where a tenant's name shows in blue, clicking it opens a card with their phone number and email, and a link to View tenant profile. From a tenancy the card also shows their bank account and notes. The two places you will use most are the Tenancies table under Tenancies in the left menu, and the Tenants table on Tenancy Overview.
3
Save
In Tenant details, click Save. On the full profile page the button is Save Changes in the sidebar.

Note: Full Name and Primary Email are required. Keyhook won't save the profile without them.

The full profile has a User Account panel on the right. That is what the tenant signed up with, and it can't be edited from here. Where it differs from the tenant profile, Keyhook highlights the difference.

So if a tenant says they can't log in, check the two against each other. The address on the profile is where you send things about the tenancy. The address on their account is the one they sign in with, and changing the profile doesn't change it. Only the tenant can change that, from their own account settings once they're signed in. If they can't get in at all to do that, ask them to contact us.

Add or update a tenant's bank account
1
Open the tenant's profile
From the left menu, click Tenancies → Tenancies, find the tenant in the table and click their name, then click View tenant profile on the card that opens.
2
Go to Banking Information
Scroll to the Banking Information section.
3
Enter the account
Enter the Bank Account Name and the Bank Account Number. A valid NZ account number entered with dashes (for example 12-1234-1234567-12).
4
Save
Click Save Changes in the sidebar.

Note: Enter the Bank Account Name and Bank Account Number together. The form asks for both, and the number must be a valid NZ account. This account is what's used when you refund the tenant directly (for example a credit refund). The bond-refund form is different. It fills in the tenant's bank details from the tenant's own renter profile, not from this account.

Update the tenancy-agreement email or name
1
Open the property
Open the property from Properties. On the tenancy overview, find the Tenants section and its Pending Invitations list.
2
Edit the pending tenant
In Pending Invitations, click Edit next to the tenant whose details you need to change.
3
Update the name or email
On the Edit Tenancy Request page, update the Tenant email address. The Tenant name field only appears for new (Keyhook-built) tenancies, for a migrated/existing tenancy only the email is editable here, since the name comes from the existing lease.
4
Save and resend
Click Update Request. The tenant is re-invited at the updated email address.

Note: You can only change these while the tenant hasn't accepted. Once they accept the invitation, the Edit option disappears and the agreement details are locked.

Remove a tenant who hasn't signed
1
Open the agreement
Open the property, click Set Up Tenancy in the left menu, then click Resume on the agreement.
2
Remove the tenant
Go to Tenants & occupants and click Remove tenant on their row.

Note: Everything recorded for that tenant on the agreement is discarded, including their emergency contact, ID details and address for service, so removing and re-adding someone means entering all of it again. Once a tenant has signed they can't be removed this way. Handle it as a change of tenants, or end the tenancy.

Frequently asked questions

Can I edit a tenant's details after they've accepted the tenancy?

Yes. Their name, contact details, bank account and notes on the Tenant Profile can be updated at any time. What locks after acceptance is the tenancy-agreement email/name and removing the tenant from the tenancy.

Why won't the profile save?

Full Name and Primary Email are required, and any Bank Account Number must be a valid NZ account entered with dashes, for example 12-1234-1234567-12, with the Bank Account Name alongside it. Keyhook shows the error and won't save until it's fixed.

How do I remove a tenant who has already signed?

You can't remove a signed tenant directly. Handle it as a change of tenants, or end the tenancy and set up a new one (see Ending a Tenancy).

What's the difference between the two tenant lists on the property?

The Tenants table shows everyone recorded on the tenancy, while Pending Invitations lists those still to accept. That's where you edit or delete an invite before it's accepted.

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