What this video covers
- Why the outcome has to be decided before you open the profile
- Taking a resident off the directory while their property access continues
- Removing a resident and every credential they hold
- The third option most properties actually want, and it is not deletion
- The Yes and No prompt, and which answer is the destructive one
- What to verify once the removal is done
Decide the outcome first
The TrueCloud Connect platform manages the data moving between solution hardware, wired internet, cellular LTE networks, landline phones, the CellGate app, and the administrative portal. A resident record touches all of it, which is why removing one has more than a single possible result.
Three outcomes are available, and they are not equally reversible. Two are routine. The third erases the record along with every access credential attached to it, and nothing brings it back. The three sections below describe each one, so you can pick before you are standing in front of a confirmation prompt.
1) Off the directory, access continues
The resident disappears from the call group and from the directory a visitor scrolls at the entry point, but their gate code, RFID card, and clicker all keep working. Their record stays in the system intact.
This is the right choice for someone who should not appear in the directory but still needs to get onto the property: maintenance staff, an on-site employee, or a resident who asked to be unlisted.
2) Out of the system, credentials and all
The record is deleted and every access credential attached to it stops working: the gate code, the RFID card, the clicker, the CellGate app login. The person is gone from the property and from the record.
This is the correct choice for a resident who has moved out and whose credentials must not survive them. It is also the one that cannot be reversed. Their history in the activity log remains, but the profile does not come back, and re-adding them means starting from a blank Add User screen.
3) No Access: the option most properties actually want
Neither of the first two is the usual answer. Moving a resident into the No Access group revokes every credential they hold while keeping the record, the history, and the contact details in place. Nothing works at the gate, and nothing is lost.
Reach for this whenever the situation might change: a lease under review, a resident in arrears, a dispute, an employee on leave. Reactivating takes one group change. Undoing a deletion takes a rebuild.
Doing it, and reading the prompt correctly
- Sign in to the portal with your administrator credentials.
- Click Users in the main menu, then Manage Users.
- Find the resident in the list and click their name to open the profile.
- If they belong to a call group, remove them from it first. Select them in the call group list, click the check mark beside their name, and choose Remove.
- The portal now asks whether to remove their credentials as well. Read this one slowly, because the wording runs opposite to what most people expect:
- No takes them off the call group and leaves their property access working. This is outcome 1.
- Yes removes them from the system entirely, including every access credential. This is outcome 2, and it is permanent.
- Confirm.
The habit worth building: No is the cautious answer and Yes is the irreversible one. If you are not certain which outcome you want, close the prompt and use the No Access group instead.
What to verify afterward
- The directory at the entry point no longer lists the resident, and the names above and below them still read in the right order.
- Their gate code either works or does not, matching the outcome you chose. Testing this takes seconds and catches a mis-answered prompt while it is still fixable.
- The call group still routes correctly to whoever remains in it.
- If you deleted the record, no shared credential went with it. A code handed to more than one person stops working for all of them.
If you answered the prompt the wrong way
Outcome 1 is easy to reverse: add the resident back to the call group. Outcome 2 is not, and the sooner someone knows, the more of the setup can be reconstructed from the activity log and your own records. Multifamily, HOA, and commercial properties should contact Gold Key Service rather than working around it. Related walkthroughs cover adding a resident and editing one.