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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. Open the House Residents page for the house that needs the fields and begin editing its custom fields. Click Copy from another House to copy fields you have already created for another house.

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

Residents complete the same intake fields that staff see when they click Add New Resident.

How do I print a blank or completed application?

Open the blank application form or a submitted application, then use your browser’s print function to print it or save a PDF. Completing applications online makes them easier to process in Oathtrack.

Does Oathtrack offer training or help resources?

Yes. Oathtrack is designed to be easy to use, with self-serve setup, product tutorials, and training available when you need it. Our human support team is available through live chat 24/7. We typically reply within 5 minutes.

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?

Send the resident to the Resident Portal. The staff login page also has a button above the form that opens the resident login.

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 New 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 admit an applicant, open their submitted application with View Application, then click Approve Applicant. Click Convert to new Resident Chart to create their resident record.

For a resident already on the waitlist, open House Residents and select the Leads/Waitlist tab. Click Start Intake beside their name to open an intake form filled with their existing information.

Are new applicants added to the waitlist automatically?

No. When reviewing a submitted application, click Add to Waitlist 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?

To change the number of beds or spots in a house, click Add more spots on the House Dashboard or House Residents page.

To organize rooms, assign residents to beds, or reserve beds for incoming residents, open the Rooms/Beds tab on the House Residents page.

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 see all resident chores?

View resident chores in the chore section of the House Dashboard or on the Chores page.

Can I rename program phases?

Built-in phase names cannot be changed. You can use a custom chart field, resident flag, or alert to record your program’s own phase names.

Can residents upload files directly to their chart?

Not directly. Residents can share files or photos through Oathtrack Chat, included with Diamond, 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?

Open your Main Dashboard and click Connect to Stripe in the top-right section. Follow the setup steps to connect your account and enable online payments.

Once connected, residents receive bill reminders by email and text with a secure payment link. Online payments are processed through your connected Stripe 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 resident’s account will show that they have paid ahead or have 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 and select Printouts → Finance Reports → Charges & Pmts History. Choose Print or Save as PDF.

How do I send a resident a financial statement?

On the resident chart, select Printouts → Finance Reports → Charges & Pmts History → Save as PDF. Email the PDF to the resident. If you need their signature, send it through Chart Documents → Document e-Sign.

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?

Custom surveys do not currently send an automatic confirmation email. After submitting a survey, the recipient sees a thank-you message confirming that it 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?

Open the Custom Surveys / Forms page and click Create Survey / Form. Once the form is ready, click Send beside it and select a current or dismissed resident, or enter an email address. Select the resident record when you want the completed form attached to their chart.

How do I send a document for eSignature?

Open the resident chart and go to Chart Documents → Document e-Sign. Upload a file or click Select from Existing Files to choose a document from Secure File Storage. Then click Send file to get Resident Signature.

The resident receives the document by email and can review and sign it. After they submit it, the completed document appears under Chart Documents → Document e-Sign, with their name, date, and signature.

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, included with Diamond, 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?

You may need to sign in again when your session expires. If the app repeatedly logs you out while you are using it, contact support for help.

Does Oathtrack integrate with Stripe?

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

Can Oathtrack support migrations from other systems?

Oathtrack can help plan a migration from another system. Confirm the record types, supported formats, responsibilities, timing, and any costs with the team before scheduling the move. Start with the software migration checklist.

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?

Meetings are for residents, with attendance tracking and check-ins. Events are for staff and 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 Role 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, Oathtrack Chat connects all staff and selected residents across your organization in direct and group chats, without maintaining phone contact lists. Chat is included with Diamond.

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. Staff and selected residents can share photos, videos, files, and events through Oathtrack Chat, included with Diamond.

How do I manage chat channels?

Open a channel and click its name. The menu includes options to rename, archive, or delete the 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 file types cannot be previewed in the browser. Download the file to open it on your device. If a file that normally previews will not open, 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.