Q: How do I create an Account? 

A: Visit https://clients.communityarchives.com and click 'create an account'

You will be directed to https://clients.communityarchives.com/signup. From there, complete the required fields, select your job title, and click 'sign up'


Passwords must contain a lowercase and uppercase letter, a number, a symbol and be at least 8 characters long.


Q: I have lost or forgotten my password, how can I reset it? 

A: Vistit https://clients.communityarchives.com and click 'Forgot Password?'.  

You will be redirected to https://clients.communityarchives.com/reset-request. Enter the email address associated with the account and click 'Send My Code'.  Enter the code received via email to reset your password.

 

Q: How do I set my Company's service tier?

A: Click on the account management tab on the side bar and select subscription. Under service tier, select the appropriate subscription level.  Once selected, click 'save'.


Q: What do the different Service Tiers mean? 

A: See below for a full list


  • Basic
    • Full-featured community document & information management

  • Standard (Basic PLUS)

    • Marketplace access
    • Self-service order management, billing & collections, and closing management

  • Premium (Basic PLUS)

    • Marketplace access
    • Managed (by Community Archives) document review 
    • Managed Questionnaire review
    • Managed Order Fulfillment
    • Managed Shopper Support
    • Managed Billing & Collections

  • Enterprise (Basic PLUS)

    • Marketplace access
    • Managed (by Community Archives) document review 
    • Managed Questionnaire review
    • Managed Order Fulfillment
    • Managed Shopper Support
    • Managed Billing & Collections
    • Additional services upon request


Q: How do I find my community? 

A: If the community is already in the system, it should display when you click on the 'community' tab on the left-hand side.  If you have multiple communities, you may need to use the search bar. However, if the community is not added yet simply click the 'Add Community' button on the right-hand side.


 

Q: How do I add or update documents to a community? 

A: Select the Community tab on the left side and then select the community you wish to update. 

Select the 'Documents' tab.   If adding a new document, click 'add new document' and fill out the required fields. 

  • The Effective Date should always be the date the document goes into effect.
    • Example 1: If uploading a set of Governing Documents, the effective date should be the recorded date or date the documents were approved by the Board of Directors. 
    • Example 2: If uploading a Budget, the effective date should be the start of the Community's fiscal year.
  • The Update Frequency should be set based on the type of document being uploaded.
    • Example 1: Governing documents should be set as 'As Needed'
    • Example 2: Budgets and Insurance Certificates should be set to 'Every Year'


If the document already exists, click on the document name, and then hover over the 'Actions' button and select 'Upload New Version' to replace. 

Community Notifications

Client users may self-service the notification settings.  Below is a list of the notification types and the purpose they serve:

  • Contributor – contributor notifications are sent whenever a document or answers to the questionnaire are needed by Community Archives.
  • Inspector – inspector notifications are sent whenever a CCI is ordered in Community Archives. 
  • Reviewer – reviewer notifications are sent whenever a document in the order should be reviewed before being delivered. *Note that additional set up will be required by Community Archives staff if the review function was not previously enabled.  Please contact Client Support to verify and/or update settings*
  • Preparer – preparer notifications are sent whenever preparing is not completed by Community Archives. 
  • Closing - provides a notification when a closing has been created, cancelled, or confirmed for a unit.

 

Q: Can more than one user be set up to receive a specific notification for any given Community? 

A: Yes! Assuming the user has been added to the system under the User dashboard, notifications can be setup under the Notification dashboard.

  • Complete the following steps to opt in or out of notifications: 
    1. Click your name at the top-right and click 'User Profile' 
    2. Click 'Notification Settings' at the bottom. Users can: 
    3. Filter the community list by typing in the search bar.  
    4. Add/remove notifications for all communities by clicking the green checkbox at the top of the table. 
    5. Add/remove individual notifications by checking the relevant boxes in the table. 

Additional step by step directions can be found in the solution article Community Notifications


Q: Why am I receiving notifications for expired answers and documents when they are not actually expired?

A: This has to do with the effective date and/or update frequency set up for the document or answer.  Visit our article related to Community Documents for more information.


Q: I'm receiving notifications for a Community I that's not/no longer part of my portfolio.  How can this be updated?

A: Please follow the steps listed below for Managing Notifications.

  • Complete the following steps to opt in or out of notifications: 
    1. Click your name at the top-right and click 'User Profile' 
    2. Click 'Notification Settings' at the bottom. Users can: 
    3. Filter the community list by typing in the search bar.  
    4. Add/remove notifications for all communities by clicking the green checkbox at the top of the table. 
    5. Add/remove individual notifications by checking the relevant boxes in the table. 

Additional step by step directions can be found in the solution article Community Notifications


Q: Why am I not receiving inspection notifications for my communities?

A: First, make sure you've opted in to the Inspection notification for the communities you need. See the steps below on viewing editing notifications. If you have the appropriate notifications enabled, next you'll want to check your Junk E-Mail and 'Clutter' folders to ensure the notifications are not being marked as spam. Finally, if you have the notifications enabled AND they're not going to your Junk/Clutter folders, add '[email protected]' as a contact in your contact list. This will ensure that notifications are not blocked before being received.


You may also want to setup a mail rule for emails from [email protected] to ensure the emails go to the folder you'd like them to. Here is a link showing how to setup mail rules.




If this FAQ does not cover your specific issue or if you need additional information, please visit https://communityarchives.freshdesk.com/support/home to create a support ticket, check the status of an existing ticket or contact us by phone: (833) 462-3627