Keys/Fobs/Clickers/Transponders/Gate Cards/Access Cards/Remotes
If the Homeowner wants the device mailed:
Always check the knowledge base/profile before providing any information.
1. Verify Ownership
- Only homeowners may purchase access devices unless otherwise noted in the knowledge base/profile.
- Verify ownership in the SnapHOA Management App.
- If the owner recently purchased the property or is not yet listed in Management App, they may still purchase a device by providing proof of ownership (recorded deed, title, etc.).
2. Non-Owner Requests
- Unless prohibited by the knowledge base/profile, non-owners may purchase devices with the homeowner’s written authorization.
- Authorization must specifically identify the authorized individual/non-owner by name.
- Acceptable authorization:
- Email from the homeowner to Community Care
- Signed letter mailed to the Irvine Corporate Office
- Signed letter hand-delivered by the authorized individual
- Text messages are not accepted.
- Some HOAs have or require their own form for authorization. If the HOA has one, that is sufficient and no signed letter/email is needed.
- Additionally, if the requester is a tenant, they must always submit a copy of the lease agreement.
- After receipt, it should be saved under Attachments on the Unit Overview page AND be documented with a detailed account note.
3. Review the Knowledge Base/Profile
- Review for:
- Device pricing
- Distribution method
- Required forms
- Payment instructions
- Any community-specific requirements
- Provide the homeowner/requester with all applicable information before directing them to submit their request.
4. Payment
- Whenever possible, encourage homeowners to submit written authorization allowing their account to be charged instead of mailing a check, if permitted by their community.
- Checks or money orders are the only other forms of payment we accept.
- No cash or credit cards.
- Payment MUST be made payable to the Association, not Action.
5. Mailing Information
- Provide homeowner with the address of the office inventory is kept at to submit their physical request if paying by check, or the appropriate email address if paying via authorization
- Advise the homeowner:
- A mailing address for delivery is required.
- Certified mailing fees apply. (Unless otherwise stated in the knowledge base/profile, include an additional $5.00 for certified mailing.)
- Devices are only sent certified, never through regular mail.
6. Submit the Request
- Once you’ve provided all required information, direct the homeowner to submit their request following the instructions listed in the knowledge base/profile (email, online form, etc.).
- DO NOT simply transfer or refer the caller to a Manager Assistant. Community Care should provide ALL required instructions before directing the homeowner to submit their request.
- Do not transfer the caller to a Manager Assistant simply to obtain information that is already available in the community profile.
Requests will not be processed until all required documentation, authorization (if applicable), and payment have been received.
If the Homeowner wants to pick up the device:
Always check the knowledge base/profile before providing any information.
1. Verify Ownership
- Only homeowners may purchase access devices unless otherwise noted in the knowledge base/profile.
- Verify ownership in the SnapHOA Management App.
- If the owner recently purchased the property or is not yet listed in Management App, they may still purchase a device by providing proof of ownership (recorded deed, title, etc.).
2. Non-Owner Requests
- Unless prohibited by the knowledge base/profile, non-owners may purchase devices with the homeowner’s written authorization.
- Authorization must specifically identify the authorized individual/non-owner by name.
- Acceptable authorization:
- Email from the homeowner to Community Care
- Signed letter mailed to the Irvine Corporate Office
- Signed letter hand-delivered by the authorized individual
- Text messages are not accepted.
- Some HOAs have or require their own form for authorization. If the HOA has one, that is sufficient and no signed letter/email is needed.
- Additionally, if the requester is a tenant, they must always submit a copy of the lease agreement.
- After receipt, it should be saved under Attachments on the Unit Overview page AND be documented with a detailed account note.
3. Review the Knowledge Base/Profile
- Review for:
- Device pricing
- Distribution method
- Required forms
- Pick-up location
- Appointment requirements
- Programming requirements
- Payment instructions
- Any community-specific requirements
- Provide the homeowner/requester with all applicable information before directing them to submit their request.
4. Photo Identification
- A valid government-issued photo ID is required for ALL homeowners and authorized non-owners picking up a device.
5. Payment
- Whenever possible, encourage homeowners to submit written authorization allowing their account to be charged instead of mailing a check, if permitted by their community.
- Checks or money orders are the only other forms of payment we accept.
- No cash or credit cards.
- Payment MUST be made payable to the Association, not Action.
6. Appointments
- Many offices require appointments for device pick-up
- Always verify the appointment process at https://www.actionlife.com/find-an-office before advising the homeowner.
- Encourage your homeowner to set up their own appointment
- If necessary, Community Care is able to assist in making an appointment at the Corporate Irvine and Inland Empire offices
7. Programming
- If the device requires programming, advise the homeowner that programming may take up to two (2) business days before the device is able to be used.
8. Submit the Request
- Once you’ve provided all required information, direct the homeowner to submit their request following the instructions listed in the knowledge base/profile (email, online form, etc.).
- DO NOT simply transfer or refer the caller to a Manager Assistant. Community Care should provide ALL required instructions before directing the homeowner to submit their request.
- Do not transfer the caller to a Manager Assistant simply to obtain information that is already available in the community profile.
Requests will not be processed until all required documentation, authorization (if applicable), and payment have been received.