Frequently Asked Questions
Frequently Asked Questions
WHAT IS dwellingLIVE?
dwellingLIVE is the online portal that your builder uses to deliver your Homeowner Maintenance Guide, maintenance logs, product warranties & owner’s manuals, customer service contact information, and community information.
Your personal dwellingLIVE account includes:
- Your Homeowner Maintenance Guide
- Product warranties and operation manuals for your installed products
- Monthly maintenance reminders via email
- A convenient connection to your manufacturers’ and builder’s customer service departments
- Your builder’s new home warranties
- Other documents and information important to your home, community, and HOA (when applicable)
WHO IS dwellingLIVE, Inc. POWERED BY FRONTSTEPS?
dwellingLIVE is a third-party provider who manages your dwellingLIVE portal. We are your homebuilder’s vendor of choice to provide you maintenance and warranty information regarding your new home. dwellingLIVE is a San Diego based company that provides information services and content to homebuilders and homeowners across the nation. Visit us online at www.dwellinglive.com.
IS THERE A FEE ASSOCIATED WITH dwellingLIVE?
No! Your dwellingLIVE account is a valuable resource that came with your new home. There is no cost to you!
WHY SHOULD I USE THIS RESOURCE?
dwellingLIVE is THE ONLY PLACE where you can access your Homeowner Maintenance Guide, warranties, and owner’s manuals for your home, 24/7. It is the hub that connects you to your builder’s new home warranties; product warranties and operation manuals for your installed products; organized maintenance tasks and home care tips; manufacturers’ and builder’s customer service departments; and other documents and information important to your home, community, and HOA (if applicable).
HOW OFTEN SHOULD I LOG IN?
We encourage you to log in often! The maintenance program provided on this portal will only be as effective as its implementation. Without a clear plan for implementing the maintenance, diligent adherence to that system, and conscientious follow-up to ensure all maintenance items are completed on schedule, proper maintenance of your home and property will not be achieved. Login using your username and password here.
HOW DO I KNOW MY ACCOUNT IS ACTIVATED?
Your builder will set up an account for you under the email address you provided to them. Once your account has been set up, you will receive a “Welcome Email” email which contains your login information as well as a direct link to login.
ARE THESE EMAILS TRYING TO SELL ME SOMETHING?
Absolutely not! Your monthly newsletter includes helpful articles related to home maintenance and warranties, as well as monthly maintenance reminders. It also includes articles on topics devoted to helping you get the most out of your home and life, such as home decorating, organization, DIY, recipes, and seasonal home tips.
HOW DO I UPDATE MY EMAIL ADDRESS?
To update your email address for dwellingLIVE and the monthly newsletter, login to your account. At the upper right corner select My Account, then to the right of your listed email address, select Edit. There you may update your email address and select save. If you’re having problems accessing your account, please email firstname.lastname@example.org.
HOW DO I CHANGE MY PASSWORD?
Once you log in for the first time, you can change your password using the My Account link located in the upper right corner of the page. Click on Edit to the right of your current listed email address. Enter and confirm new password (note: a minimum 6 character required). When finished, select Save.
I AM SELLING MY HOME. HOW DO I TRANSFER MY ACCOUNT TO THE NEW HOMEOWNER?
If you sell your home, it is your responsibility to transfer your account to the new homeowner. Effective January 1, 2011, the State of California passed a new, greener building code referred to as CALGreen. This code requires that homeowners be provided with an operation and maintenance guide for their homes, and the guide is to remain with the building throughout the life cycle of the home. When you move from your home, it is important that you transfer the account to the next owner or occupant. (2016 California Green Building Standards Code, Section 4.410.1.1.)
To transfer your account, contact email@example.com. Please provide your name, daytime phone number, address information, the name of the community, as well as the name of the builder of your home.
HOW DO I SUBMIT A SERVICE REQUEST?
Visit your dwellingLIVE portal. View any relevant documentation provided by your builder under the Documents tab in the portal, which provides all the information you need in order to contact your builder’s customer service department and submit a service request. Your builder may include a proprietary system that is external to the portal. In some cases, your builder may have opted to use the integrated service request system provided in dwellingLIVE.
WHO WROTE THE MAINTENANCE RECOMMENDATIONS IN THE MAINTENANCE GUIDE?
dwellingLIVE’s maintenance content is professionally vetted by nationally recognized sources to ensure accuracy, quality and consistency. Vetting means you are getting correct, fully endorsed and recognized best practices from the leading experts in individual fields such as electrical engineering, architecture, water intrusion, and waste management. The maintenance guidelines are customized to each community, tailored for geographic weather variances, and cover all industry standard maintenance practices.
WHY DOES THE MAINTENANCE GUIDE COVER FEATURES THAT ARE NOT INSTALLED IN MY HOUSE?
Your Homeowner Maintenance Guide has been written to fit the needs of your entire community. It covers all the major components and materials found in and around the homes across your community, and contains climate- and community-specific maintenance guidelines and industry best practices.
WHY DOES THE PRODUCT WARRANTY INFORMATION COVER PRODUCTS THAT ARE NOT INSTALLED IN MY HOUSE?
Your dwellingLIVE portal is community-specific. It covers all the major components found in and around the homes across your community. Some of the manufactured products represented on the site may not be installed in your home.
WHY DON’T I SEE ALL MY PRODUCT WARRANTIES?
An attempt was made to collect all product warranties from every subcontractor; however, at the time your community’s website was created, the subcontractor in question did not provide the warranty paperwork. If there is a product specific to your home that you do not see on the site, but would like to see, please email us at firstname.lastname@example.org.
You can also contact the manufacturer directly using the Manufacturer Links page under Products on the portal. Click the respective components and select View to the right for a link to the manufacturer’s site for service and support.
THE GUIDELINES IN MY HOMEOWNER MAINTENANCE GUIDE ARE DIFFERENT FROM THOSE IN THE MANUFACTURER’S DOCUMENTATION. WHICH GUIDELINES SHOULD I FOLLOW?
It is important that you familiarize yourself with the owner’s manuals that came with the products installed in your home. In the event of a conflict between the guidelines in your Homeowner Maintenance Guide and those provided by the manufacturer of any component in your home, the manufacturer’s guidelines prevail.
HOW DO I MANAGE MY MAINTENANCE TASKS?
View a list of the maintenance tasks that are due for your home under Maintenance in your account. Select View to the right of the respective task. The red exclamation point indicates required and the yellow-green exclamation point indicates suggested maintenance. Once the task has been completed, you can electronically manage the task by selecting Complete to the right of the task.
Below is a list of common troubleshooting problems and solutions.
|dwellingLIVE is not recognizing my username and password combination.||You are logging in under the wrong email address.||If you have multiple email addresses and do not remember which email was provided, email email@example.com.|
|You forgot your password.||Request a password reset by emailing firstname.lastname@example.org. Once you log in, you can change your password. See the “HOW DO I CHANGE MY PASSWORD?” section above for more information.|
|Your account has not been set up yet.||dwellingLIVE will confirm your request with your builder and then set up your account. You will be notified via email once your account has been set up.|
|When I click on a link, it doesn’t open.||Pop-up blockers are enabled.||Determine which Internet Browser and/or device you are using and follow the corresponding instructions here for disabling pop-up blockers.|
|Adobe Reader is not installed on your computer.||Many of the documents on the website are intended for viewing in Adobe Reader. It is always best to have the latest version of Adobe Reader. You can get this free download at www.adobe.com.|
|I am not receiving emails from my builder or dwellingLIVE.||Your email client’s security filters are blocking receipt of the emails.||Emails may be blocked by your email client or placed in your spam folder. Set your spam blocker settings to direct emails from this address to your inbox and add noreply@dwellingLIVE.com to your address book.|
|You are looking for a different name in the “From” field.||Make sure you are looking for the correct sender of the email. All emails will come from your builder and dwellingLIVE.|
|I am locked out of my account.||You have exceeded the maximum number of login attempts.||Email email@example.com to unlock your account and reset your password, if needed.|
Contact dwellingLIVE at firstname.lastname@example.org.