Set up Customer App access

The Customer App (Home Watch IT Access) allows your customers to access their account, update contacts, see reports and schedules, view and update in residence entries, actions, invoices, and communicate directly with you.

This is the home screen your customers see:

To turn on access to the app, navigate to Settings and select the Integrations tab. On the Customer App row click Manage Customer App and turn on Customer App Available to Customers. You are asked to confirm (and, depending on your package, to agree to the monthly charge).

Once access is on, you also have the option to turn on in-app messaging: in the same drawer, under In App Communications, turn on Use In App Communications. If you turn that on, your customers can use a chat-like screen directly in their app to message you, and a Communications entry appears in your own navigation where you answer them — see Communications.

Once the above is set, your customers can log into the Customer App with their existing email address, so long as you have access turned on for them. Access is per contact, so you can easily have multiple parties on a property each have their own individual access. Open the property, go to the Contacts tab, open the contact and turn on Access Customer App. If that switch is not turned on the customer will not have access to the app.

You cannot log into the Customer App using the same email address as your business — your business email is only for the Home Watch company applications. If however you wish to log into the Customer App in order to try it out, you can do so by adding yourself as a contact to any property (test or otherwise) and using an email address other than your business email. It is strongly recommended to not have both apps on the same device — you might encounter an authentication issue between the apps which could result in requiring reinstallation.

You can send your customers this link to get them started: https://www.homewatchit.com/access

Below is also a sample email template you can use to advise your customers about the app:

At [Company Name], we are continually refining our services to provide you with a more seamless, elevated experience.

We are pleased to introduce your new private client app—designed to give you effortless, secure access to every aspect of your home watch service, wherever you are. With a refined, intuitive interface, you can conveniently view:

Detailed home visit reports
Current and past invoices
Your upcoming visit schedule
Your “In Residence” details, including stay dates and personalized instructions

This enhanced experience reflects our commitment to delivering clarity, convenience, and peace of mind—whether you’re at home or away.

To begin, simply access the app and follow the prompts to create your secure password using your email address. As always, we remain dedicated to providing you with exceptional care and communication. Should you need any assistance, we are here to help.

Let clients request services

In the same Manage Customer App drawer:

Offer services when a client adds an In Residence stay — after saving a stay, the client is offered your stay services.
Let clients request services — adds a Requests tile to the app.

You choose which services are offered in Lists › Item Codes › Offer to owners. See Client Requests and In Residence Requests.

Show property vendors to clients

In the same Manage Customer App drawer, turn on Show property vendors to clients. The app then shows a Vendors tile on each property. It lists the active vendors linked to that property, with name, company, phone and email. Clients cannot see bills or rates.

It is off until you turn it on.

Let clients open the property’s shared folder

In the same Manage Customer App drawer, turn on Allow the customer to view shared folder contents. Clients then see Open Shared Folder in the app for a property that has a Shared Folder URL. See Shared Folders for a Property.

Customers using a web browser

Your customers can also use the Customer App in a web browser on a computer, tablet or phone, without installing anything. The web address is https://access.hwit.me. They sign in with the same email address and password as in the phone app, and the same rules apply: the Customer App must be turned on for your company, and Access Customer App must be turned on for the contact.

Give your customers your own link

Your company has its own link. When a customer opens it, the sign-in page shows your logo, your company name and your report color.

Go to Settings and select the Integrations tab.
On the Customer App row click Manage Customer App.
Under Web Portal URL, click Copy. (You only see it while Customer App Available to Customers is on.)
Paste the link into an email or onto your website for your customers.

The color is the Report color in Settings › Company Info. If you have not set one, the page uses dark blue.

The browser remembers your company, so the next time your customer goes to access.hwit.me on the same computer, they still see your logo and name.

Notifications in the browser

Notifications only show while the Customer App page is open in the browser. Your customer sees a message at the bottom of the page, and also the browser’s own pop-up if they turn on Browser notifications in the menu (the three-lines button on the Home screen) and allow it when the browser asks.

When the page is closed, there are no notifications at all. Customers who want to be notified at any time should use the phone app.