FAQ & Emergency
In Case of Emergency
Call 119 / 110 First
For fire, medical emergencies, or crime, call 119 or 110 immediately. The app does not handle emergency dispatches.
| Number | Use for |
|---|---|
| 119 | Fire / Medical emergency |
| 110 | Crime / Police |
For property emergencies (water leak, locked out, gas leak):
Call 119/110 if life is at risk
Submit a Maintenance Report
Call the emergency contact
Frequently Asked Questions
Registration
I can't find my building when searching
Ask your management company to register the building with Cloud Manage.
I'm not receiving the SMS verification code
- Wait 30 seconds, then tap "Resend"
- Make sure your phone number is correct
- International SIM cards may not receive Japanese SMS — contact your management company
My email verification link doesn't work
The link expires after 24 hours. Request a new one from the app.
Can I share one phone for multiple residents?
No. Each resident needs their own phone number.
Daily use
Are noise complaints anonymous?
Yes, completely anonymous. The management company only sees the building name, time, noise type, location, and details. Your name, room number, phone, and email are never shared.
Will the management company see my AI chat history?
The management company can see anonymized statistics (how many questions, common topics) but not the content of individual conversations, unless you explicitly send a Maintenance Report or Inquiry.
How do I reply to my management company?
When the management company replies to your inquiry, you'll see it in the app's notifications. Tap the notification to open the chat thread, where you can reply directly.
What languages does the AI chat support?
Japanese, English, Simplified Chinese, and Vietnamese. The AI replies in the same language you write in.
Maintenance reports
How fast will my report be processed?
- 🔴 Urgent: Within 2 hours (water leak, lockout, gas)
- 🟡 Medium: Within 24 hours (heating issues, broken locks)
- 🟢 Low: Within a few days (light bulbs, cosmetic issues)
Can I attach photos?
Yes, up to 3 photos per report. Photos help the management company prepare repair work.
Can I track the status?
Yes. From the app's notifications, you'll see updates: New → In Progress → On Hold → Done.
How do I see replies from the management company?
Open Settings → "Inquiry History" to see all your past inquiries as chat threads. Each thread shows the current status and lets you reply directly. You'll also receive a notification when the management company replies.
Building maintenance schedules
How do I know about upcoming inspections / cleaning / pest control?
The management company schedules these in the system, and you'll receive a push notification (typically 3 days before). You can also see the full schedule any time from Settings → "Maintenance Schedule".
Will inspectors enter my unit?
For some inspections (fire equipment, gas), yes — the notes section on the schedule card will say so. If you can't be home, contact the management company in advance.
Privacy
Does Cloud Manage collect my location?
Only when you explicitly use the "Local Events" feature, which uses your building's address (not your phone's GPS).
Can I delete my account?
Contact your management company to request account deletion. Data is removed within 30 days.
Contact
| Situation | Contact |
|---|---|
| Building issues | Your management company (info posted in your building) |
| App technical issues | Through your management company |
| Fire / Medical | 119 |
| Crime | 110 |