This page summarizes emergency contacts during tenancy and how to consult for everyday issues. Basic contact can be made via ATLAS DOT ONE chat/contact form.
Emergency response
Examples considered urgent
- Water leak (possible impact to downstairs)
- Lost key / lockout (security or inability to return home)
- Power outage (wide area / breaker abnormality)
- Gas smell (safety risk)
- Fire / injury or other life-threatening situation
Do these first (highest priority)
- Fire/injury/danger: call 119 / 110 as needed.
- Gas smell: ventilate, avoid open flames, stop use.
- Water leak: stop water supply and prevent further damage.
- Power outage: check breaker and nearby conditions.
- Lost key: contact quickly from security perspective.
First checks
Check safety first
Is this an emergency related to safety?
Record the issue with photos and notes
Can you prepare photos, occurrence time, and situation details? (This speeds up response.)
Send your request and follow the reply
Sign in and open “Contact ATLAS”. Select the relevant home, contract and category, describe the situation, and attach photos if helpful.
- You receive a reference number and can follow replies and the Received, In progress or Completed status in your support history. Reply to the same request about the same issue.
ATLAS basic support
Included at no extra charge; no enrollment
Routine inquiries to ATLAS are included in basic support. Ask about equipment, neighbors, contracts, payments, renewal or move-out without enrollment or an additional support fee.
Repairs, equipment replacement and cleaning require agreement on the work, price and payer before proceeding. Sending an inquiry does not create a work charge.
About ATLAS basic supportTemplate when contacting ATLAS DOT ONE
- Occurrence time:
- Address / Room number:
- What happened:
- Current danger status:
- Photos (optional)
- Phone number:
Post move-in non-emergency issues
For non-emergency issues, organizing facts before contacting helps faster resolution.
Facilities (failure/malfunction)
- Example: AC not working / water heater not igniting / drainage issue / door not closing.
- Before contact: breaker, remote battery/settings, valve status, error display.
- Send: when it started, symptoms and whether they recur, location or equipment, photos, error display, and model number if available.
Neighborhood (noise/common-area manners)
- Examples: late-night noise, garbage rule issues, belongings left in common areas.
- Tip: organize facts (time, type of sound/place/situation) rather than emotions.
- Send: occurrence date/time/frequency and any evidence (notes/photos).
Payments (rent/billing)
- Examples: bank transfer not reflected, partial payment, or a question about an invoice.
- Before contact: check the target month, amount, “Bank transfer account,” and payment history.
- Send the transfer date, amount, sender name, and a transfer receipt or screenshot if available.
Contract changes
- During tenancy, contract terms at move-in generally take priority.
- Changes require agreement by both resident and landlord; reflected through ATLAS DOT ONE procedures.
- Send: what to change, from when, and brief reason.
Messages and notifications
- Sign in and open “Contact ATLAS”. Select the relevant home, contract and category, describe the situation, and attach photos if helpful.
- JPEG, PNG or WebP. Up to 5 photos, 10 MB each.
- Photo tip: in a bright place, capture an overall view, a close-up, and the error display.
If notifications do not arrive
- ATLAS DOT ONE notification setting is not OFF
- Mail is not in spam folder
- Device notification permission is ON
- Logged-in account is correct
Safety notes
Payments
- Follow payment instructions shown on ATLAS DOT ONE.
- If asked to transfer to external links/personal accounts, contact support before paying.
Personal information
- Handle ID, bank account, and login information carefully.
- If suspicious contact occurs, keep evidence (screenshots) and consult ATLAS DOT ONE.