Resident Support
After move-in help
Find support routes for post move-in issues and inquiries.
This page summarizes emergency contacts during tenancy and how to consult for everyday issues. Basic contact can be made via ATLAS chat/contact form.
First checks
- Is this an emergency related to safety?
- Can you prepare photos, occurrence time, and situation details? (This speeds up response.)
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.
Template when contacting ATLAS
- Occurrence time:
- Address / Room number:
- What happened:
- Current danger status:
- Photo / video:
- 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: since when, symptoms/reproducibility, location/part, photos/videos/error code/model if possible.
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: payment not reflected, failed card payment, need billing confirmation.
- Before contact: target month/amount, payment method, statement/history.
- Send: target month, payment method, situation, and statement screenshot/transfer slip if possible.
Contract changes
- During tenancy, contract terms at move-in generally take priority.
- Changes require agreement by both resident and landlord; reflected through ATLAS procedures.
- Send: what to change, from when, and brief reason.
Messages and notifications
- In-tenancy communication is available via ATLAS messages.
- For equipment issues, attach photos/videos to speed up support.
- Photo tip: overall view → close-up → error display in bright place.
If notifications do not arrive
- ATLAS 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.
- If asked to transfer to external links/personal accounts, contact support before paying.
Personal information
- Handle ID, bank account, and card information carefully.
- If suspicious contact occurs, keep evidence (screenshots) and consult ATLAS.