This is designed to teach you the basics of the behind the scenes programming of the Liftmaster MyQ system. In person training is always preferable. A PDF of this training can be downloaded below:
Logging In:
You will need to be given permission to access the backend of the MyQ system. This is usually initiated here at our office. Let our office know if you have not received an invitation to login.
The invitation comes via email and states: “You have been invited to _____________ community. Click here to accept.”
Clicking the link brings you to the MyQ website (https://account.myq.com/) where you select Login under the Smart Community Access section.
If this is your first time logging in, you will need to create an account by choosing “Sign Up.”
A series of basic questions will be asked including name and email address.
Once your account is set up, you should be able to login to go to the next section.
Dashboard:
When first logging in you will always be brought to the Dashboard. This is designed to provide a quick overview of your property by showing how many App Licenses are available, recent activity on your property, and allow a quick way for you to unlock doors/gates. The Discover and Release Notes section provides information on current and upcoming features. Liftmaster is always updating their platform so keep an eye out for features that might benefit your property.
Activity:
Sorting - While the Dashboard shows some limited activity, the Activity tab provides the real power to see who is coming and going on your property. By default you will only see today’s events, but you can customize the dates at the top of the screen. Additionally, you can select Advanced Search and limit the search not only by date, but also by a specific door, homeowner, or credential. Perhaps the most powerful feature is to Download the report into excel. This provides even more tools to manipulate and sort the data.
Report - In the report itself you will see the date, time, person, credential, and location of the event. Clicking on a person’s name in the report will bring you directly to that person’s information tab (see People below). Some events will have a small video icon. Video is stored for activity at most CAPXL and CAPXM products. The video is only stored for 24hrs, but additional time can be purchased. You may notice “permission denied (unknown credential)” and the user name will be a series of letters or numbers. Clicking on those letters will bring up another window where you can select “card” and “26 bit” to reveal what that credential number is. Sometimes this is simply a credential that was never assigned to a homeowner or it can be a credential that someone attempted to use from another property.
Devices:
This is where devices are added and removed from your system and other settings are programmed like phone numbers, quick call buttons, unlock times, mobile credential setup, etc.
You should consult with us prior to making changes in this section.
Notifications:
Another section that you will rarely use, but this is where you can setup automatic notifications for certain events. Key Security Services uses this feature to monitor the state of your system and receive emails when trouble conditions occur. A common use for notifications is to set up a notification if a code is used too many times a day. To set up this notification:
Click the blue Add New Notification button
Name the Notification something helpful (Code Overuse Notification)
Choose the Always Access schedule
Select who you would like to receive notifications. More than one person can be selected.
Expand the “User and Group Notifications” section
At the bottom in gray check the box next to “Entry Code Uses Exceeded” then choose # of uses and the time period in days.
People:
This section is where you will likely spend most of your time and where you add new people, assign access credentials, send mobile license invitations, view guest passes, and set up names/numbers for telephone directories.
Search - The search field lets you not only search for a specific name, but any information on the owner including address, email, phone number, and vehicle information. Use partial information to filter the list. Filter is used to only see people of certain roles or groups. This is often used if you only want to see Vendors or Renters. The Export button at the top is a great way to get data out of the system and into a spreadsheet. You can export information like names, numbers, access groups, and credentials.
+ Add Person - The upper right corner has a button to Add a Person. Selecting this will open a blank screen where a new resident, renter, staff member, or vendor can be added. Required Fields are marked with a red asterisk, but let’s go line by line:
First and Last Name: are required and self explanatory. If there is no last name we suggest adding a “.” to fill in this field.
Role: This related to what level of computer access this person will have. A vendor would have NO access and this should be left blank. Homeowners and Renters would usually have a Resident role. Resident roles allow this user access to the MyQ homeowner app, but not any of the backend programming (like we are doing today). The other roles refer to how much a person can do when logged into the website. For most we suggest Facility Manager or Facility Owner (the level you likely have). You can see the Role restrictions by clicking on the Role section on the left of the screen.
User Status is rarely used and should be marked “Active.” You can suspend a user if necessary and should be used only in scenarios where you expect to reinstate the person at a later date. Otherwise, simply delete any user you want to remove from the system.
Email: This needs to be unique (two users cannot share the same email address). This is instrumental in setting up the mobile MyQ app and the Web Portal Access.
Web Portal Access and Mobile App Invites: Anyone with a Resident Role or higher can be invited to download and connect to the Mobile MyQ app. Only those with Access Manager or higher (including Facility Manager or Facility Owner) will have the Web Portal Access Invite. In both cases selecting the box will send the user an invitation after you save the record. For existing users that were already invited, the check boxes are replaced with a box that says “Resend” or “Revoke.”
Note: Is for your internal use only.
Address: This is also only for your use, but entering this information can be helpful in keeping track of residents and renters in the future. Example: A future manager is reviewing records and sees a name he/she does not recognize. Without an address the future manager would have no idea who the person is. However, with an address they might discover the person was a past renter, owner, or guest at that address.
Directory Section: This section only relates to the Telephone Entry Kiosk. A guest using the directory can select the homeowner’s name to call the homeowner. The homeowner then presses a button (usually 9) on their phone to allow access to the door or gate.
Primary and Secondary Phones: These are the numbers that will be called when the homeowner’s name is selected at the kiosk. The system will attempt the Primary phone and then roll over to the secondary phone. Caution: the roll over is not perfect and cannot always be relied on.
Directory Code: This is a hold over feature from older systems. Every person listed in the kiosk must have a unique directory code. This code does not give access to the property, but was designed to speed up the process of finding a name in the kiosk. Too often the directory code is given out as an access code which will frustrate both the guest and the homeowner.
Directory Name: This is how the person will appear in the kiosk. Most properties will use “Last Name, First Name.” Some homeowners may not want their full name in the kiosk. Example: “Smith, Mrs.” or “Smith, A.” Note: The name here can be completely different from the First and Last Name from step 1.
Do Not Disturb Schedule: A rarely used feature that allows a homeowner’s name to only appear in the directory certain days and times in the day. Ask us for more information if you would like to set up this feature.
Do Not List in Directory: Simply hides the above information in the directory. This is most often used when a seasonal resident leaves town. They may not want to be listed in the directory until they return.
Credentials: This section is how your user actually gains access to an opening.
Entry Code: This is a 4-8 digit code that when entered at a telephone entry kiosk or keypad would unlock the door. We caution the use of codes for most properties because of their ease of distribution.
Cards/Transmitters: This is where you turn on RFID tags, Barcodes, Transmitters, Fobs, etc. Use the drop down menu to select the appropriate 5 digit code associated with the device. The first line lets you search/filter based on the number and can be faster if you have a lot of unassigned devices in the system. You cannot assign the same device to more than one person, but people can have more than one device.
Access: This is the most overlooked section and the most necessary. This section determines when and where a person can access the property.
Activation and Expiration Dates: All of the above information will only work after the activation date and before the expiration date. For most users you will leave the expiration date blank (never expires), but some properties use the expiration date to automatically turn off renters at the end of a lease or a vendor with a short term project.
Access Groups: This is the most overlooked selection and the cause of most problems. By default a user is not assigned to any access groups and will not have access to any part of the property. You must assign an access group to every person. We usually set up these groups for you that include Residents, Vendors, and Staff. However, we can create as many groups as you would like. Each group has predetermined doors and times associated with it. For example: Vendors might only have access M-F 8am to 6pm while Residents have access everywhere 24/7. Restricted Pool access is often a part of this setup. Groups can be set up or edited from the Group section on the left menu.
Vehicle Information: This is not a required section, but some communities use this to track information about the vehicle that is given access.
Don’t Forget to hit SAVE
Guest Management:
This section allows us to adjust what homeowners are allowed to do with the Guest Pass portion of the MyQ Community App. We can choose which entrances homeowners can give access to (or none at all), how many guest passes they are allowed to active at one time, and the maximum duration of the passes. This section also shows all guest passes that are currently issued and even create a guest pass issued from the management if needed.
You should consult with us prior to making changes in this section.
Mobile App License Management:
This section lets you see who has been issued a mobile app license and their current status. You can also quickly assign a mobile app license using the blue button at the top right of the screen. We suggest any licenses that have not been accepted be revoked after a few weeks to free up the license for another user. At this time, mobile app licenses have a monthly fee that is charged to the association whether or not the license is being used.
Groups:
This is where access groups are edited or added. An access group creates a rule for which doors, which days, and which times a person assigned to that group has access.
Schedules:
This is where days and times are set up to be applied to a group or to a hold open schedule.
You should consult with us prior to making changes in the Groups or Schedules sections.
Credentials:
This section lists every credential that is available for your property and if it has been assigned to someone. This section is most often used to discover who a credential has been assigned to. Example: There is a car parked in the street with an RFID tag labeled 54338. You could come to this section, search for the credential number, and discover who that tag has been assigned to.
Alternatively, some properties use this section for the initial distribution of RFID tags, Fobs, or Transmitters. Instead of having to find each homeowner and adding the credential in that section, simply go to the credential in this section and select assign.
Roles, Facility, and Partners:
These are advanced sections that should not be adjusted without our supervision. We leave these sections Turned On because it is our belief that you own the system and we have no right to limit your access to it. However, only those with training in these sections should be making adjustments.
Customer Support:
This section has videos/instructions on everything mentioned in these instructions and more.
Select Admins & Community Managers to get even more behind the scenes videos and instructions for the Backend.
Select MyQ Community App Users to see instructional videos you can pass to your homeowners to learn not only how to set up their app, but also connect it to their Apple Watches, create guest passes, use Siri, etc. Homeowners can access these links without needing to login to MyQ.
Liftmaster is always adding new features or changing things to make things easier to use. Some of the items listed in this manual may not match the current MyQ platform precisely.