Can we have login access to Strongroom to approve our own invoices?

Unfortunately, the Jellybird service product is not set-up to allow Board Member access. Your Account Coordinator will include a full financial report for you in your Monthly Update which will include reports which demonstrate all invoices that are being processed.

What documentation do I need to get from a vendor in order to hire them?

The vendor needs to connect with your Community Coordinator and they will need to complete the JellyBird Master Service Agreement, provide a W9 and Certificate of Insurance. That documentation will then need to be reviewed and verified before we can hire a new vendor to work on the property.

How do I read and reply to messages in the Message Center?

You will need to log in to the board admin portal (CINC Systems) on a web browser (not in the app) at https://jellybird.cincsys.com/. Once logged in, there is a “Messages” button on the top right of the black menu bar. If there is an unread message waiting, there will be a red highlighted number next to it indicating how many unread messages there are. Once you open the Message Center, you can open an individual message by clicking on the timestamp of the message. If you need to reply to the message, there is a green button on the right side of the screen that says “Reply”. Once clicked, a message window will pop up where you can type your response, then click Send. A video overview of the message center can be found here:

How do I look up a homeowner’s balance?

Login to the Board Admin Portal , then click on “Homeowners” under the “Homeowners” tab. This will list the homeowners in your association, their account status and their current balance. This balance is current as of the date you are looking at it. It does not show a pending balance, such as a bill that is due next week or next month.

How can I help a homeowner that is having trouble registering for or using the app?

You can lead them to the app page on Jellybird’s website, which includes instructional videos on registration and navigation throughout the Jellybird app.

What do I do if I see a homeowner who sold their home still listed as the homeowner?

There is usually a delay in homeowner turnover in the system, as the change is made when the title company handling the closing sends the information to Jellybird. This can take between 7-30 or more days. If a homeowner is still listed well after that, it will need to be investigated by the Jellybird closing department.

In this case, please let your Community Coordinator know the address, former homeowner name and the date the home sold, if available. Jellybird will then verify whether they have record of this real estate transaction and the county records. If there is a discrepancy, the change will be made accordingly.

What do I do if a homeowner says they submitted a form on the app (ACC, Update, Payment Plan, etc.) and have not heard a response?

When a homeowner submits these forms in the app, they are put in a workflow queue with the Jellybird staff who works them first come, first serve. There are couple of factors that could lead to a delay in completion. Each of these workflows takes time to manually confirm the information submitted and process the request. Depending on the request and/or the completeness of the submission, this may take as little as one day or as much as 30 days. For example, if someone submits an Update Account Information form, it does not happen instantly. A Jellybird team member must manually confirm what was entered. If someone just submitted the request within a couple of hours, we will need to ask that they be patient and let the information get confirmed and updated and they will receive a confirmation when complete.

On the subject of confirmation emails, when the form was submitted, they should have received a confirmation email letting them know the form was received. If they did not, then their email address entered in the form may have been incorrect, which means they would not have received a completion notice either. If they did receive a confirmation, but have not yet received a completion notice weeks later, then we will need to look into it manually. There may be a hold up due to an incomplete request or inaccurate information.

If it has been more than 2 weeks without any contact, then please contact your Community Coordinator with the homeowner name, address and which form and the will contact the department in charge of that process for a response.

Can I send a single direct message to a homeowner in their app?

Yes. You can send a direct message to a homeowner using the Message Center. You will need to do so by logging into the Board Admin Portal , then find the homeowner you wish to contact by accessing the Homeowner List. Hover over Homeowners on the top left, then click Homeowners in the drop down menu. Search or scroll to the homeowner you wish to contact, then click on their name to open their profile. Once their profile is open, click on the Quick Message button on the right side of the screen above all of the homeowner information.

A pop up screen will appear. From there, you can enter a subject line, type a message and attach a file or photo if you wish. When complete, click Send. This message will then appear in the homeowner’s Message Center in their app.

Can I send a mass message or e-blast to the entire community?

At this time, we ask that all mass messages or news postings be submitted to your Community Coordinator. They have access to submit these to be mass messaged to the community.