Answers for residents, staff, billing, documents, and more

How do I create a resident intake or application workflow?

Oathtrack supports both custom applications and intake workflows.

If you need to customize what an applicant submits, update the application from the Applications page. To create or customize intake-specific fields, go to the House Residents page, select the Custom Fields tab, and then choose Custom Intake Fields.

How do I add or customize fields in the application or intake form?

If you need to customize an application form, go to the Applications page from the left-side navigation and click Edit Form or Create Application Form to create a new one. You can then share the link to your application form online under an Apply Now label.

To create or customize intake-specific fields, go to the House Residents page, select the Custom Fields tab, and then choose Custom Intake Fields. These intake forms can also be sent directly to the incoming resident by email for them to fill out.

Can I copy forms or custom fields to other houses?

Yes. If you created custom fields in one house, then when you go to another house’s House Residents page and begin editing that house’s custom fields, you will see a Copy from Another House button. This allows you to copy the custom fields from an existing house instead of recreating them manually.

What does the resident intake form look like when it is sent out?

The resident-facing intake form mirrors the form and information collected in the manual intake flow when you click Add Resident.

How do I print a blank or completed application?

We highly recommend completing the application online for easier processing. However, if needed, you can open the application or application view and then use your browser’s print function to print or save a copy.

Does Oathtrack offer training or help resources?

Yes. Oathtrack offers help resources for onboarding and product navigation, along with live support chat staffed by a real human support team, not AI.

How does a resident log in for the first time?

Oathtrack Diamond includes access to the resident portal. A resident must first receive an invitation sent from the Master Resident List page or from the resident chart under the Client Portal tab, then complete account setup from that invitation email. After that, they should log in through the Resident Portal, not the staff login.

How does a resident reset their password?

On the resident login page, click Forgot Password. The reset email will be sent to the email address that was used when the resident invitation was sent.

Will the password reset email go to the email currently on file?

It will be sent to the email address associated with the resident’s invited account. If the wrong email was used originally, update the resident’s email and resend the invitation if needed.

What should I do if a resident is trying to log in through the wrong portal?

Make sure the resident is using the Resident Portal rather than the staff login. If you go to Oathtrack.com and click Login, there is a button above the login form that links to the Oathtrack Resident login page: https://resident.oathtrack.com/

What should I do if the invitation link no longer works?

Resend the invitation from the resident record and make sure the correct email address is being used. If the resident already has an active account, a password reset may be more appropriate than sending a new invite.

What if a resident cannot see the submit button on their device during intake?

If the resident’s screen is not displaying the button or form, try rotating the device or scrolling down further.

How do I invite residents to Oathtrack?

Oathtrack Diamond includes access to the resident portal. A resident can be sent an invitation from the Master Resident List page or from the resident chart under the Client Portal tab by selecting Resident Access.

How do I update a resident’s email and resend an invite?

You can update a resident’s email, name, address, and other demographic information by clicking Edit Demographics on the resident chart. This link appears near the bottom of the section that shows the resident’s photo and name.

If you are on the Diamond plan, you can resend the resident’s invite to Oathtrack from the Master Resident List page by clicking Invite to Oathtrack. You can also resend it from the resident chart under the Client Portal tab by clicking Resident Access.

How do I add a resident who does not have an email address?

You can complete the resident intake manually from the House Residents page by clicking the green Add Resident button and filling out the intake form to create the new resident’s chart.

How do I move an applicant or resident from the waitlist into active status?

To move a waitlisted applicant into active status, open the submitted application by clicking the green View Application button. Then click Approve Applicant. After that, a Convert to Resident Chart link will appear, which allows you to automatically create the resident’s chart.

To move a waitlisted resident into active status, go to the House Residents page and select the Leads/Waitlist tab. Then click the green Start Intake button for that resident. This will auto-populate the intake form with their information.

Can applications automatically convert to the waitlist?

Not automatically. However, when reviewing a submitted application, you can click the Add to Waitlist button to place that applicant on the waitlist.

How do I find dismissed residents?

On the House Residents page, select the Dismissed Residents tab. You can also go to the Master Resident List page and click the Dismissed button to view all dismissed residents across your organization.

How do I dismiss a resident?

Open the resident chart, scroll to the bottom, and click the Dismiss Resident button. A pop-up will appear where you can select the dismissal reason and enter any relevant details before saving.

How do I transfer a resident to another house?

Open the resident chart and click the Transfer Resident button to move them to a different house.

Where do I manage rooms and beds?

You can edit the number of beds or spots in your house from the House Dashboard or the House Residents page by clicking the Add more spots links.

If you want to create a visual view of your rooms and beds, go to the House Residents page and click the Rooms/Beds tab. There, you can create and organize rooms and beds, assign residents to beds, and reserve beds for upcoming residents.

How do I edit the name of a house?

From the House Dashboard, open the House Details area and click Edit to change the house name or related details.

How do I archive or close a house without losing resident data?

Do not delete the house if you need to keep the data. Instead, rename it as Archived or move it into a new enterprise titled Archived. Deleted houses lose their stored data.

Where can I find a master daily checklist for chores?

You can view all resident chores from the House Dashboard chore section, as well as on the chores page here: https://secure.oathtrack.com/dash/chores

Can I rename program phases?

Not directly as system phases. A practical workaround is to create a custom chart field or use a resident flag or alert to represent your own internal phase naming.

Can residents upload files directly to their chart?

Not directly. Residents can share files or photos through Oathtrack Chat, but they cannot upload documents directly to their chart. Only staff can upload documents to a resident chart.

How do I enable online payment processing?

Online payment processing is set up from your Main Dashboard (https://secure.oathtrack.com/dash) by clicking the Connect to Stripe button in the top-right section. The setup only takes a minute and then allows you to accept payments online. Once connected, residents will automatically receive bill reminders by email and SMS with a secure payment link, and payments will go directly to your account.

How can residents pay online?

To receive payments online, you must first connect your Stripe account from your Main Dashboard.

Residents can pay online using the payment link included in the bill reminders they receive by email or text. They can also pay from within the Resident App by clicking My Residency and then Make a Payment.

If you are with a resident, you can also open their chart and click Add Payment. In the payment popup, click the blue Open Payment Portal button in the bottom-left corner to open their payment portal so they can complete the payment online.

How do I add a one-time charge or fee to a resident account?

To add a one-time charge or fee, go to the Account Status section on the resident chart and click the Add Charge button.

This can also be done by clicking the Quick Actions button in the top toolbar of the dashboard.

How do I delete a charge?

Open the resident chart and go to the Account Status section. Next to the Add Charge button, click View/Edit Charges to review and delete charges.

How do I delete a payment?

Open the resident chart and go to the Account Status section. Click View/Edit Payments to review and delete payments.

How do I apply a large payment to multiple charges?

You can either apply one lump-sum payment to the resident balance or apply the payment across multiple charges by clicking Add Payment in the resident chart and selecting Multiple charges.

Can I add future charges in advance?

Yes. You can add future rent charges by clicking Edit Rent Details/Amount and then selecting the Add Future Fee Periods tab.

What happens if a resident overpays?

The system will show the resident as paid ahead or carrying an overpayment.

Will future rent show on the balance before the due date?

Future charges, whether rent or miscellaneous, will only appear as due on or after their due date. Payments toward any past, present, or future charge can be made at any time.

How do I change a resident’s rent due date or rent amount?

Edit the resident’s rent details from their Account Status section by clicking the Edit Rent Details/Amount link.

How do I remove rent periods for scholarships or waived weeks?

Open the resident’s Charge History, locate the specific fee periods or charge entries, and remove the affected charges.

How do I view or print a record of resident charges and payments?

Open the resident chart, click Printouts, and use the Financial Printout option.

Can I view or print invoices sent to residents?

You can use the Financial Printout to save it as a PDF and email it to the resident, or upload it to the resident through the Document eSignature section on their chart.

Why can’t a resident complete a payment in the app?

If a resident cannot complete a payment in the app, have them use the payment link sent by email or text instead. If the payment still fails, contact support and confirm that the payment method they are using is correct.

Can I set up an automatic reply email after someone submits a survey or form?

There is not currently an automatic reply email feature for custom survey submissions. After someone submits the survey, they will see a thank-you message on the screen confirming that the submission was received.

Can I share a public link to a custom survey or form like I can with applications?

No. Custom surveys and forms do not have a public share link. They are meant to be sent by email to a specific recipient so the intended person completes the form.

I created an application, but I meant to create a form. Do I need to recreate it?

Not necessarily. Applications are used for public online submissions to apply for residency. If you created an application but need it in the forms section instead, the Oathtrack Support team can copy it over so you do not have to recreate it from scratch.

How do I create a custom form for residents to complete?

Create the form from the Custom Surveys / Forms page: https://secure.oathtrack.com/dash/surveys. Then click the green Send Survey button to send it to any email address, current resident, or dismissed resident.

How do I send a document for eSignature?

To send a document for eSignature, upload the file to the resident chart under Chart Documents and click Document eSign. You can also click Select from Existing Files to choose a file that was previously uploaded to Secure File Storage, then click Send to Resident to get Signature.

The resident will receive the document by email and will be prompted to sign at the bottom to agree to the terms and conditions in the document.

After the resident signs and submits it, the completed document will appear in their chart under Chart Documents → Document eSign, with their name, date, and signature attached.

Do completed surveys attach to the resident chart?

Yes, provided the resident was correctly selected when the survey was sent. If the recipient email was entered manually rather than tied to the resident record, the form may not attach as expected.

Can residents upload their own documents, receipts, or screenshots directly to the chart?

Not directly. Residents can share files or photos through Oathtrack Chat, but they cannot upload documents directly to their chart. Only staff can upload documents to a resident chart.

How does GPS tracking work for residents?

GPS tracking depends on the resident enabling location services in the resident app. When it is active, the app tracks their location approximately every 30 seconds to 5 minutes, depending on their movement, to help conserve battery life. Residents can also click the large GPS icon in the top-right of the app to start a check-in event.

Can residents turn off their location sharing?

Yes. Residents control their device-level location access. Staff can see whether location sharing is enabled or disabled. If location sharing is turned off, staff will receive a notification that the resident disabled it.

Where can staff view resident location history?

You can view a resident’s location history from their chart under the Client Portal tab by clicking Resident Location.

You can also view resident locations and check-in events from the House Dashboard in the map titled Last Resident Locations. Click the resident’s photo circle on the map to open a pop-up showing their location and check-in history.

How do residents check in to meetings from the app?

Residents can check in to meetings from the app under the House Meetings tab, as long as the meeting was created by a house staff member.

Residents can also create their own check-ins to any event by clicking the GPS icon in the top-right of the app to start a check-in.

Why does the app log users out frequently?

The app may log users out periodically as part of its security behavior.

Does Oathtrack integrate with Stripe?

Yes. Stripe is the payment processor used for online resident payments.

Can Oathtrack support migrations from other systems?

Yes, Oathtrack is able to support migrations from other systems. In many cases, migrations can be fully completed within the same day at no cost.

How do I print a resident timeline or activity log?

You can download the resident timeline or activity log from the resident’s chart by clicking the Export Timeline button at the top of the timeline section.

How do I export dismissed resident data, including contact information?

On the Analytics page, under the Data Export tab, you can export raw data to an Excel spreadsheet.

How do I export a list of residents with balances or unpaid charges?

Use the Data Export tools on the Analytics page to pull charge, fee, or resident balance data, depending on the report type you need. You can also use the download button at the top-right of each table, grid, or graph to export that specific information.

Who gets notified when a randomized drug test is due?

Staff members are notified when a randomized drug test is due. The test can then be completed and recorded in the randomized drug test section.

Can I control how many random drug tests are scheduled each week?

Yes. When configuring the random drug test settings, you can choose the number of residents to test per day, week, or month, or choose a percentage of residents.

What if I want to randomize drug tests for each resident twice a week?

Create two separate weekly random drug test configurations. That allows you to schedule the equivalent of twice-weekly testing.

Can I track the number of drug tests completed during a certain period?

Yes. You can track drug tests in the Drug Test Randomizer on the House Dashboard or House Residents page. You can also export the relevant drug test data and calculate the total from the export.

How do I create calendar events or meetings?

Open the Calendar page, create the event or meeting there, and drag it onto the calendar for the specific day. To set the time, switch the calendar view to Week or Day, then drag the event up or down to the desired time.

For Oathtrack Diamond organizations, you can create recurring house meetings from the House Dashboard in the top-right section underneath the calendar. Residents will also be alerted to these meetings, and you can track attendance when they check in.

What is the difference between events and meetings?

Events and meetings are handled differently. Meetings are resident-focused and are used for attendance and check-ins. Events are staff-only items that are managed from the main Calendar page in the left-side navigation.

Can residents create their own meetings?

No. Residents cannot create their own meetings. Meetings must be created by a house staff member. Residents can check in to staff-created meetings from the app under the House Meetings tab, and they can also create their own check-ins to any event by clicking the GPS icon in the top-right of the app.

How do I change a staff member’s role or access?

Go to the House Staff page, find the staff member, and click Edit Role to change or remove the access assigned to that user.

How do I edit staff information?

Staff roles and access can be updated from the House Staff page by clicking Edit Roles for that user. Personal information, such as a staff member’s name, is updated by that staff member after they log in to their own account.

How do I remove a staff member from the account?

Go to the House Staff page, find the staff member, and click Edit Role to edit or remove the access assigned to that user.

How do I send a message to residents?

You can send messages to residents through one-way email messaging on the House Residents page by using the Send Message box. You can also view past messages and see which residents opened the email and when they opened it.

For two-way conversations, you can use Oathtrack Chat for direct or group communication.

How do I send a billing reminder to a resident?

You can send a billing reminder to a resident after connecting your Stripe account to receive payments online. Then, go to the resident chart and click the Send Bill Reminder button in the Account Status section.

Can residents send files or photos to staff?

Yes. Residents and staff can share files and photos through Oathtrack Chat.

How do I manage chat channels?

You can manage channels, rename them, or archive/delete them by opening the channel and clicking the channel name. This will open a dropdown menu with options to manage that channel.

What should I do if intake dates are formatting incorrectly?

If a date field is changing the year or deleting the value, click the calendar icon instead of typing the date manually. When the date picker opens, click the Month / Year at the top of the calendar to go further back and select the correct date.

Why is a resident seeing a blank or white screen when trying to log in?

First confirm that the resident completed the invitation setup and is using the resident login page, not the staff login. If the screen is still blank after that, have them close and reopen the app or browser and try again.

What should I do if password reset emails are not arriving?

Check the spam or junk folder first, then confirm that the reset is being sent to the correct invited email address.

Why do some files fail to preview?

Some files may not preview because the file type is not supported for preview. In those cases, download the file instead if available. You can also refresh the page and try again.

Why is Oathtrack Chat slow or unreliable on some phones?

If chat is slow or unreliable on a phone, close and reopen the app and try again. If the issue continues on that device, try turning Wi-Fi off and back on to improve the connection, or contact support for troubleshooting.