Account & security

Passkeys

A passkey replaces the password: you sign in with your fingerprint, face or your device's PIN. The secret key stays on your device (or in your iCloud or Google keychain) and never leaves it.

If you do not have a passkey yet, the portal asks Sign in faster? after you sign in with a link – tap Set up passkey and confirm with your fingerprint, face or PIN. With Later you continue without a passkey; the portal will then not ask again for 30 days. You can also do it at any time like this:

1. Sign in (immediately after signing in – for security reasons, a passkey can only be created within the first 15 minutes).
2. Open Account, enter a label (for example “iPhone”) and tap Add passkey.
3. Confirm with your fingerprint, face or PIN.

Ideally, create a passkey on every device you use the portal on. You can remove passkeys you no longer need with Remove – like adding them, for security reasons only shortly after signing in.

Signed-in devices

The list shows every device and every browser on which you are currently signed in, with when it was last used. Sign out ends the sign-in on that device immediately.

A sign-in only applies to the browser in which it took place: if you change browser or device, sign in again there. Browser updates and opening the portal as an app from the home screen do not end the sign-in.

Connecting the Custavis app

If you use the customer portal in the Custavis app, sign in to the app just as in the browser – with a passkey, sign-in link or activation code. The portal then asks Connect the app to your account? and names the device; with Connect, the app sees the same accesses as you do in the browser. Only connect if you have just started the sign-in yourself in the app.

If you signed in to the browser more than 15 minutes ago, the portal first asks you to sign in again – for security reasons, because the app lets you delete your account, for example. You then continue with the question about connecting.

If you request a sign-in link in the app, it usually opens in the device's browser. Then return to the app and tap I have opened the link – continue.

The app appears under Signed-in devices with the label App. You can change its name directly in the field there and tap the pencil icon – or in the app. Sign out ends the connection; the app then requires you to sign in again.

What you submit in the app – requests, meter readings, replies, proxies – goes to your property manager just as it does in the browser and also appears there. Without a network connection, the app remembers your entries and sends them later; nothing arrives twice.

Email notifications

When there is news, the portal sends you a short email to your sign-in address – for example when your property manager replies to a request, provides a new document or an appointment in the building is coming up. So that your inbox does not overflow, the portal bundles everything: at most one email per hour. The email only states what kind of news there is and how much – for data protection reasons, the content is only available in the portal.

Under Account › Email notifications you choose what you want to be notified about:

• Replies and status changes for your requests
• New documents
• New or cancelled appointments, notices, faults and surveys in the building
• Owners' community: meetings, written resolution procedures, resolutions
• Voucher audit: replies from your property manager
• Reminders (for example reading deadline, open queries, deadlines)

The portal sends reminders once per occasion: one week and one day before a reading deadline expires (only if the meter reading is still missing), when a query from your property manager has been open for three days, on the day before an appointment in the building, shortly before the deadline of a written resolution procedure without your declaration, two days before the end of a survey you have not yet taken part in, in the week before an owners' meeting (not if you have already granted a proxy) and before your invitation to a voucher audit expires. A declaration, answer or proxy that is still on its way counts as done; if your property manager does not accept it, the portal reminds you again. Letters marked Letters from your property manager that are delivered to you through the portal are reported immediately.

Remove a tick and tap Save. The setting applies to your whole account, even if you have several accesses.

Push notifications on your phone or computer

Instead of or in addition to email, the portal can show a short push notification on your device when there is news – just like an app. The push notification does not contain any content; tapping it opens the portal.

1. Open Account › Push notifications on this device and tap Turn on push notifications.
2. Allow notifications when the browser asks.

This applies per device; turn it on on every device on which you want push notifications. What you are notified about is set under Notifications – the same selection applies to email and push notifications.

In the Custavis app, you turn on push notifications in the app itself. There too, they contain no content; only your device can read them, and tapping one takes you straight to the right area. Under Signed-in devices, an app with push notifications is marked accordingly.

Language

The Language section under Account only appears if your portal offers other languages besides German. There you choose the language for the portal's pages and its emails. With Automatic, the language your property manager uses to write to you applies, otherwise that of your browser. Before signing in, you can change the language at the bottom of the page; only your browser remembers this.

Choosing a language only changes the portal. If you would also like to receive letters from your property manager in this language, tick Also receive letters from my property manager in this language when saving. Your property manager will review the request; until then, they will write to you as before. You will also receive important letters in German.

Titles and texts of documents, requests and notices appear as your property manager wrote them. If a help page or release notes are not yet available in your language, you will see the German version with the notice This page is only available in German.

Changing your sign-in address

There are two email addresses: you use your sign-in address to sign in to the portal, and sign-in links and notifications are sent to it. Your contact details (including the email address) are kept by your property manager – you suggest changes to them under Your contact details, see Contact details and consents.

This is how you change your sign-in address:

1. Sign in again – for security reasons, the change is only possible shortly after signing in.
2. Under Account › Sign-in address, enter the new address and tap Send confirmation link.
3. Open the email sent to the new address and tap Confirm (the link is valid for 24 hours).

Only then does the new address apply. The portal sends a notice to the previous address – so that it is noticed if someone else tried to change the address. Sign-in links still on their way to the previous address stop working from this moment.

Deleting your account

Under Account › Delete account you remove your customer portal account together with passkeys, signed-in devices and settings – if you have several accesses, all of them together. To confirm, enter DELETE (or LÖSCHEN); this too is only possible shortly after signing in. This cannot be undone. You can also delete your account in the Custavis app; if you signed in there more than a quarter of an hour ago, the app first asks you to sign in again.

Your data held by your property manager (contracts, correspondence, statements) is not affected. Reports you sent shortly beforehand will still reach your property manager. Your property manager is informed that you have deleted your account and also ends your access on their side – without writing to you about it. With a new activation code, which you can request from your property manager, you can set up access again at any time.