Troubleshooting: What if a member wants a second contract under a different entity name at the same location?

Why This Happens (Root Cause)

Members occasionally maintain multiple company affiliations or roles that require separate accounts in Yardi or the Studio App. Common examples include:
• A member who has both a Hot Desk membership and a Virtual Office at the same property.
• A member who belongs to a Squad company but also maintains a personal Hot Desk membership.

Having two entities at one location can cause confusion in Platform access, billing, and app visibility if not configured correctly.

Common Symptoms

• “The member says they can’t see both of their companies in the app.”
• “The member’s WiFi credentials aren’t working for one of their accounts.”
• “Invoices are combining or showing under the wrong company.”
• “The member’s second company isn’t showing up in Kube.”

How to Fix It (Action Steps)

Step 1 — Confirm how the member wants their accounts set up

Ask the member to clarify whether they prefer to manage their two entities using:
• Two separate email addresses — Recommended for clean separation between accounts.
• One shared email address — Not recommended, but can be supported with additional setup.

Step 2a — Member chooses separate email addresses (recommended)

1. Have the member provide two unique email addresses — one for each company.

2. Submit separate onboarding tickets for each company and corresponding email address.

   • If one account already exists, only submit a new onboarding ticket for the new company.

3. Inform the member they must log in and out of the Studio App using the appropriate email for each company.

   • Example: one login for their personal Hot Desk, another for their Squad company.

4. Once both onboarding tickets are complete, setup is finished.

Step 2b — Member requests to use a single email address

If the member insists on using one email address for multiple accounts:

1. Submit a support ticket with the following details:

   • The new company’s name and details.

   • Confirmation that the member wishes to use a single email address.

2. Include answers to these key questions before submitting the ticket:

   • Which company is the member’s primary company?

   • Which company’s WiFi credentials/services should the member use (since Platform can only store one login per email)?

3. Share the SOP for paying for multiple accounts in Yardi under a single profile.

4. Note in the ticket that this setup is not recommended but can be arranged in collaboration with Shamir (Support), who will assist in configuring the accounts.

Quick Summary

• Root Cause: The member has two active entities within the same location.
• Fix: Best practice is to create two distinct email accounts and submit separate onboarding tickets.
• Alternative Setup: One shared email can be supported with manual configuration via Support.
• System Behavior: Platform only supports one email login per user, so shared emails can cause access or billing issues.

Keep In Mind

If a company is requiring different contracts for each entity due to needing separated invoices or leases, you will need to create a new Deal in Hubspot for the second entity.  Follow the regular SOP for creating a contract by progressing the deal through the Hubspot pipeline to the deal stage 'Lease Out'.

Note: If the entity is separated in Kube, so will their credits.  Make sure the company understands that credits can not be pooled together if they are under different company records in Kube.  A way around this is to add all company credits to a single entity, have all employees added to that entity/company record, while the second entity just has the spaces/squads on their lease.

Tags

member accounts, multiple companies, onboarding, Your Studio App, Platform, Yardi Kube, WiFi access