When a resident complains — they never got a notice, never saw a warning, or someone else used their account — the activity logs on their profile show what happened. Aim for a clear, documented answer based on the record, not on memory.

Most investigations use more than one log. For what each log captures, see Activity logs overview.

When to use this

• A resident says they never received a notice, policy, or violation warning.

• A resident disputes something they did or didn't do in their account.

• A resident says someone else accessed their account.

• An HOA board, property leadership, or an auditor asks what was communicated to a resident.

What to do

1. Name the question. Write down exactly what you need to prove or rule out, and the date range it covers.

2. Open the resident's profile. Go to Residents and open their profile. View User History, View User Page Views, and View Login Attempts are at the bottom. View Email Log, View SMS Log, and View Call Logs are under Quick Actions.

3. Filter to the date range. Use Filter By Date Range in each log you check.

4. Check who acted. In User History, Performed By shows whether the resident, a staff member, or ParkingPass took the action.

5. Save what you find. Take screenshots, or use Export Data in User Page Views. Do this before retention windows close.

6. Document and close it out. Note what you found in the resident's profile, then share the outcome with the resident or whoever asked.

Common scenarios

The resident says they never got the new parking policy

What's happening: The resident is disputing a rule because they say they were never told about it.

What to do: Open the Email Log, find the policy email, confirm it was delivered, and click View Email to see what they received. Then open User Page Views to see whether they followed the link or visited the policy page. If both show they received and opened it, the claim doesn't hold up.

What to say: "Our records show the policy email was delivered on [date], and the policy page was opened on [date]. I'm happy to send you a copy."

The resident says they never saw the violation warning

What's happening: The resident is contesting a violation because they say they weren't warned.

What to do: Check the Email Log for a notification email and its delivery status. Check the SMS Log for a text, if SMS notifications are on. Check Login Attempts for logins during that period, and User Page Views for whether they viewed the violation.

What to say: "I've checked our records. A warning was sent by [email/text] on [date] and shows as delivered. If you believe it's still wrong, here's how to file a dispute."

Someone asks who approved an application

What's happening: A resident, board member, or colleague wants to know who signed off on an application.

What to do: Open User History, find the approval entry, and check Performed By. Click View Details for more context.

What to say: "The application was approved on [date] by [name or role]."

The resident says someone else accessed their account

What's happening: The resident believes another person logged in or made changes.

What to do: Review Login Attempts for unfamiliar IP addresses or browsers in that period. Cross-check those sessions in User Page Views. Then check User History for anything changed during those sessions.

What to say: "Thank you for flagging this. I've reviewed the sign-ins on your account and I'll follow up by [day and time] with what I found and any next steps."

An HOA board member asks what we've told a resident this year

What's happening: The board needs a record of communication with one resident, often before a meeting.

What to do: Pull the Email Log for the full year — subject lines summarize, and View Email shows the body. Pull the SMS Log for the same range, within its roughly 400-day window. Add User History for non-communication actions like approvals, edits, and fee adjustments. Bring screenshots or exports to the meeting.

What to say: "Attached is every email and text we sent [resident] from [date] to [date], plus the account actions in that period."

Important notes

• Retention differs by log. Email: 2 years. Text messages and calls: about 400 days. User History, User Page Views, and Login Attempts: the lifetime of the account. Save what you need before it ages out.

• Performed By decides accountability. Always check it when the question is who did something.

• Residents can't see property-side logs. They see their own activity in their portal, but logs that name staff users are visible only to property management.

• Logs keep your history when staff change. A new property manager can pick up a case without relying on someone's memory.

• If entries look wrong or missing, email support@parkingpass.com with the resident, the action you expected, and the timestamp.

• Treat logs as confidential. They include message content, login activity, IP addresses, and access patterns.