FAQ - New Owners
If you missed the onboarding or require additional help, feel free to contact your dedicated Account Manager or access one of the various Knowledge Sources (see Resource Guide attached).
How can I get a login for Visual Matrix?
The fastest way to get a login is by requesting the previous owner or General Manager (GM) to create one for you in the system. While you can also reach out to Visual Matrix Support for assistance, this process may take longer since we must verify and review the ownership change before granting access. For quicker results, we recommend coordinating with the current account holder.
Who can help me with reports?
With over 120 reports available in Visual Matrix, it can be overwhelming to locate specific information. To assist you, we’ve created a recap of all available reports and an index of key metrics to help you find what you need more efficiently.
How can former owners access and download records for chargebacks, audits, or other legal needs?
After transferring data and access to a new owner, former owners will likely lose access to the system. It's crucial to proactively download all necessary data and reports before the ownership change is finalized. However, the data remains intact even after the transfer, so if you maintain a good relationship with the new owners, you can always request historical data from them later on.
How do I update the email used for communications in Visual Matrix?
Updating the email account used for sending communications from Visual Matrix is simple and can be done through the management section's user settings within the PMS.
Can Visual Matrix delete old owner data after an ownership change?
Visual Matrix does not delete any data from the system after an ownership change. The history remains part of the system's records. Keep in mind, however, that the PMS automatically purges older data according to its parameters. If the new owner wants to completely start fresh, this will likely require setting up the property as a new client, which may involve additional fees.
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