How to Resolve Conflicting Tenant Contact Records

Do not overwrite a conflicting tenant contact field without evidence.

Record both values, identify their sources, verify the current value, and keep a change log.

Start with the disputed field

Handle one field at a time.

• Email address
• Phone number
• Mailing address
• Preferred communication channel
• Authorized contact

This process does not apply to tenant ledgers, screening decisions, or legal identity changes.

Use a source hierarchy

Create a hierarchy that fits the property manager's policy and local requirements.

An example hierarchy is:

1. Verified update from the tenant through an approved channel
2. Signed current record that controls the field
3. Verified staff note with date and source
4. Older system record
5. Unverified message or imported value

This is an illustrative hierarchy. A property manager must approve the real hierarchy.

Buildium recommends designated channels and logged communication. See Buildium's communication workflow guide.

Build the conflict-resolution log

Field	Required entry
Tenant record ID	Stable internal identifier
Disputed field	Email, phone, address, or channel
Value A	First value and source
Value B	Second value and source
Source timestamps	Date and time for each source
Verification route	Approved contact or record used
Verified value	Current value after verification
Changed by	Authorized operator
Change time	Date and time
Previous value retained	Audit location or history reference

Do not put unnecessary personal data in the log. Record only what the correction needs.

Verify through an approved route

1. Check whether the tenant already submitted an approved change.
2. Check the current signed or verified source.
3. Contact the tenant through the approved route when evidence remains unclear.
4. Confirm only the disputed field.
5. Record the verification time and result.
6. Change the field with the required authority.
7. Check connected systems that receive the field.

Do not send sensitive details to an unverified new address or phone number.

Worked correction trail

This example is fictional.

• The resident portal shows name@example.com.
• An imported list shows name.old@example.com.
• The portal change is newer and has a verified tenant update.
• The authorized operator keeps the portal value.
• The operator records the imported source as outdated.
• The operator checks the approved connected system.

The log explains why the value changed. It does not simply show the final value.

Prevent the next conflict

• Choose one system as the operational source for each field.
• Limit who can change contact data.
• Record the source and time of every change.
• Review failed syncs and imports.
• Ask staff to use the stable tenant record ID.

Buildium describes resident portals and planned communication channels as central places for resident interaction. See its property-management practices guide.

Keep this scope distinct

The AppFolio data-entry support page covers broad data work. The AppFolio property page covers broad software support.

This Answer owns the field-level conflict log and evidence check. It does not cover accounting, tenant screening, or general cleanup.

Use the tenant response-clock worksheet when bad contact data causes communication delays.

An assistant can maintain the log under approved access. The property manager must own verification and change authority.