Add a new tenant

A company has signed a lease and its people need to be on HqO. This guide takes you from an empty record to a tenant whose employees can download the app, sign up with their work email, and see everything they're meant to see.

Before you start

Have to hand	Why
The company's legal name and billing address	Both are required to create the record. The address must be a real one — it's matched against a map lookup as you type.
The building, floor(s) and suite(s) they're taking, a rough headcount, and the lease expiration date if you have it	Only the building is required on the form. The rest can be added or corrected later.
Their email domain — the part after the @ in staff addresses, e.g. acme.com	This is what lets employees sign up. Without it, nobody from the company can sign themselves up.
Which audiences and features they should be in	Most tenants need nothing extra here; see Steps 2 and 3 for when they do.

You need HqO Admin access with a building admin role that can create and edit tenants. If Add tenant isn't visible on the Tenants page, ask your HqO Customer Success Manager.

How the job fits together

Step	What you do	Where
1. Create the company	Add the tenant record and its email domain	CRM → Tenants
2. Set the audience	Add the company to any audiences it should be part of	CRM → Audiences
3. Set the features	Add the company to any features limited to specific tenants	App Configuration → Features
Option: add a person	Invite an individual user directly	CRM → Users

Step 1 is always needed. Steps 2 and 3 are only needed if your building targets some content or features at specific companies — for many buildings, everything is set to all tenants and the new company gets it automatically.

Step 1: Create the company and add its email domain

1. In HqO Admin, check the building selector in the top left shows the right building, then go to CRM → Tenants.
2. Click Add tenant.
3. Fill in the form:
   • Company name
   • Billing address — start typing and pick the matching suggestion. A made-up or partial address won't be accepted.
   • Building — select from the list.
   • Floor and Suite — type each suite and press Enter. Use Add floor if the company takes space on more than one floor.
   • Employees — their approximate headcount, if you have it.
   • Lease expiration — optional, but until it's set the company shows Missing data in the Tenants list.
4. Click Continue. The tenant's detail page opens.

Now add the email domain — this is the step that actually lets people in:

5. On the tenant's detail page, click Domains in the Details card on the Overview tab.
6. Type the domain in lower case and without the @ — acme.com, not @acme.com — and press Enter. Repeat if the company uses more than one domain.
7. Click Save.

From this point, anyone with an email on that domain can download the app, sign up, and be placed in this company automatically.

⚠️ Public domains are blocked. You can't add gmail.com, outlook.com, icloud.com and the like — HqO rejects them with the message "The domain entered is generic and not allowed". If a tenant genuinely uses a public domain, add its people individually instead (see Option: add an individual user) or email appsupport@hqo.co.

💡 Test tenant. If you're creating a company for demos or training rather than a real occupier, tick Test tenant at the bottom of the Details card on its detail page, then confirm. Test tenants are kept out of the real numbers and can be hidden from the Tenants list with the Hide test tenants button (the flask icon).

Step 2: Put the company in the right audiences

Audiences are named groups of companies or people that content, communications and surveys can be targeted at. Your building already has an automatic All Users (Automated) audience that covers everyone in the building, new companies included — so for anything aimed at the whole building, you're done.

You only need this step if your building targets some things at a subset of companies — a floor, a VIP group, a set of tenants who've opted into a service.

1. Go to CRM → Audiences.
2. Find the audience the new company belongs in and click its name. Company-based audiences are the ones with Company in the Type column.
3. Under Assigned companies, search for the new company, select it and click Add, then click Save.

Company-based audiences update themselves: as the tenant's employees sign up they're included automatically, and if someone leaves they drop out. You don't maintain the people list by hand.

Creating a new audience is setup rather than day-to-day work — see Audiences if you need to.

Step 3: Give the company the right features

Features are what tenants see in the app — booking, visitors, digital key, service requests and so on. Each feature's Target sets who can use it, and the Features list shows it next to each feature: All tenants, Specific tenants, or a mix such as Specific users, tenants, roles.

Anything set to All tenants is already available to the new company, unless the feature needs tenant opt-in: then its people see it only once the company is opted in, from the tenant's Tenant Opt-In tab or by its tenant admin. You only need this step for features limited to specific tenants — a meeting-room booking feature that only some companies pay for, say.

1. Go to App Configuration → Features.
2. Find the feature under its category and click its edit (pencil) icon.
3. Under Target, add the new company to the rule set to Specific tenants (or click Add rule to create one).
4. Click Save.

Turning on a feature your building doesn't have yet is configuration — see Features, or ask your Customer Success Manager.

Option: add an individual user

Most people never need adding by hand: once the domain is in place they sign themselves up. Add someone directly when:

• their email isn't on the company's domain (a contractor, or a company on a public domain)
• you want to invite a key contact before the wider rollout
• you're onboarding a whole company at once and want everyone in on day one

1. Go to CRM → Users and click Add users.
2. Leave Tenant User selected under Type of user, and select the building.
3. Enter their email. Add tenant roles under Select role(s) only if they'll do something extra, like registering visitors; Building Tenant, the role every user needs to use the app, is added automatically. Click Apply.
4. In the list that appears, check the company. It's filled in from the email domain; if it's empty, select the company you just created.
5. Switch on Send invite email — it's off by default for tenant users. Leave it off only if the building hasn't launched yet.
6. Click Add. With the invite on, they get an email with a link to set up their account.

For a whole company, use the same page: enter all their emails separated by commas, or click upload CSV to load a list of addresses. Everyone in the list gets the same building, roles and invitation.

FAQ

Their employees can't sign up — the app says their email isn't registered to any buildings. Almost always the domain. Open the tenant's detail page and check Domains: is it there, is it spelled right, is it the domain they actually use (some companies have several)? If it's a public domain, see the note in Step 1. If the domain is fine, check the person is trying to sign up in the right building.

How do I delete a company that has left? There's no delete button, and that's deliberate — the company's history stays attached to its record. What you do is take it out of the building: open the tenant's Buildings tab, click the ⋮ menu next to the building and choose Remove tenant from building. Keep Remove these users too selected and click Remove tenant and users: its people lose access to that building, and anyone left with no building is deactivated. To have the company record itself removed or archived, ask your Customer Success Manager.

The tenant shows "Missing data" in the Status column. No lease expiration date has been entered for the company. It's cosmetic; it has no effect on whether the company's people can use the app. Set Lease expiration on the tenant's Buildings tab when you have it.

Can the same company be in two of my buildings? Yes. On the tenant's Buildings tab, click Add building to attach it to another property. Each building's floor and suite details are kept separately.

I added the domain but people who signed up before still aren't in the company. Adding a domain only affects people who sign up afterwards. Anyone who registered earlier — say, with a personal email — needs to be moved to the company by hand from their user profile.

Where to find the analytics

The question property teams ask most after adding a tenant is how many of them have actually signed up?

• Quickest check — the Reach card on the HqO Admin home page: how many People are on the platform in the selected building, with New (first logged in within the last 30 days) and Pending (never logged in).
• By company — go to CRM → Users and filter by Company to see everyone from the company and their status. On the tenant's page in CRM → Tenants, the Contacts tab lists its tenant admins and tagged people, and the Activity tab shows what its people have done and when.
• Over time — Intelligence → My Portfolio Analytics, filtered by Tenant. Reach is your registered audience; Awareness is the share of them who've actually opened content or communications. A company with high Reach and low Awareness has signed up but isn't paying attention yet — a good moment for a welcome communication.

Related

• Tenants — every field on the tenant record, including lease data and industries
• Users — roles, bulk upload, deactivating vs deleting
• Audiences — creating audiences and how they're used
• Features — adding and configuring features
• Roles & Permissions — what each tenant role allows