FAQ
On Membership
  Who can register to become a member of i-Neighbour Visitor Management System?
Authorised representatives of a residential community, such as committee members of a resident’s association, or employees of a residential management company are all welcome to register their community into i-Neighbour Visitor Management System.
  If I am just an owner/resident of a neighbourhood, can I sign up?
You are encouraged to contact your resident’s association representative to sign up with us. After they have signed up the neighbourhood with us, you will get an invitation to login your owner/resident account.

Alternatively, you may sign up your neighbourhood with us first, and later transfer the administrative rights to the authorised personnel to facilitate the whole visitor management process.
  I owned a security company and have some residential communities clients, and can I sign up?
You are encouraged to contact your clients, i.e. the resident’s association representative to sign up with us. They will later add you in the security guard administration module.
  I want to visit my friend in a neighbourhood that uses i-Neighbour. Do I need to sign up with i-Neighbour?
No. As a guest, you just need to pre-register your visitation to ease visit process. To pre-register, search the name of the neighbourhood on our website, fill up the visitor pre-registration form, and wait for approval from the host. If it is approved, you will receive a QR code as a visit pass.
  I want to visit my friend but his neighbourhood is not registered with i-Neighbour. What should I do?
In that case, you may introduce i-Neighbour to your friend. Click on “invite neighbourhood” on our web portal, and promote this cloud vistor management system to his/her neighbourhood. Thank you for your good deed.
  Can I invite guest if my neighbourhood adopts your cloud system?
Yes, it's a two-way system, guest can pre-register visitation, and vice versa, resident can invite guest too.
On i-Neighbour system
  What do I do after I’ve signed up my neighbourhood in i-Neighbour?
You will receive a verification email that requires you to activate your account. Our system will guide you to set up your community by filling up your neighbourhood profile, total units, field requirements for visitation, inviting residents to join and fill up their particulars, and etc.
  Can I make a remark in your system for some friends’ visitation for my own future reference?
Yes, you can make a personal note in our system that can only be seen by you when you login to our system by using your username and password for tracking purpose.
  Does i-Neighbour keep visitor records?
Yes, we keep history records. The management committee can view and print all visitor records for further analysis, and tenants can view and print individual visitor records.
  Can I invite guest even if my neighbourhood hasn’t signed up with i-Neigbhour?
No. You have to make sure your neighbourhood is signed up with us and has completed the setting up process.
  Can I use i-Neighbour to block certain unwelcomed visitors from entering our neighbourhood?
Yes, i-Neighbour provides a blacklisted feature. Blacklisted personnel will be in the neighbourhood’s record to alert security personnel to block them from entering your premises.
  If the neighbourhood has signed up with i-Neighbour, must all visitors do pre-registration first before they visit?
Not really, they can also do on-the-spot registration at the security guard house. But if the visitor is pre-registered, it will speed up the whole process.
  Do regular visitors need to register on every visit?
No, there is a ‘regular visit’ option for those who visit your neighbourhood regularly. They can choose multiple dates and pre-register just once and therefore do not need to register every time they make a visit.
  Is there any reminder for the tenant and visitor before every pre-registered visitation event?
Yes, we provide a reminder notification before every visitation. Unit owner can set the time reminder to be sent before the visitation.
  Upon arrival of visitor, will the host receive any notification?
Yes, they will receive an ‘arrival notification’ once the visitor arrived by scanning the pre-registration QR code at the security guard house.
  As a management committee member, can I define the required info to be filled for visitors?
Yes, the management committee can define the visitor’s information fields to be filled based on their security concerns.
  As a Management Committee, what are other benefits of joining i-Neighbour?
i-Neighbour is a great tool to collect details from every unit of your neighbourhood. You can easily keep information of your community population profile and to improve communication within your community, aside from visitor management.
On Technical/Server Issues
  Is there any local support for i-Neighbour?
The i-Neighbour support portal is set up in Malaysia at the moment. You may contact us via email, Skype, GoogleTalk during working hours i.e. Monday to Friday 9am to 5pm (GMT+8).
  Where is the location of the i-Neighbour Cloud Server?
Currently, the i-Neighbour Cloud platform is located in West California, United States of America.
  Do you set up your own cloud platform, or do you work with a third party vendor?
i-Neighbour is currently working with Amazon EC2 who acts as our Cloud platform provider.
  What is the uptime guarantee for TimeTec Cloud?
On Subscription and Payment
  I am not sure if i-Neighbour is suitable for my neighbourhood, do you provide a free trial?
Yes, there is a 3-month-free trial available for all neighbourhoods before they decide to continue with our paid services.
  What happens after the 3-month free trial?
If you decide to continue using i-Neighbour VMS, all you need to do is click to subscribe when you receive our follow-up emails. If you decide not to continue with us, you can download all the important data/transaction within 2 weeks after the 3 months trial, before the data is purged.
  How much is the subscription fee if I wish to continue?
The subscription fee is only USD5 per unit per year (inclusive of vacant units). For example, if there is a total of 100 units in your neighbourhood, it will be USD 5 x 100 = USD500 per year only. You do not need to pay for the VMS software, only pay per unit for unlimited residents and visitations.
  Why is there charges for vacant units?
Vacant units may be deployed/rented out any time in a year, to facilitate i-Neighbour VMS, we standardize calculation by including all units in a neighbourhood.
  Is there any discount available?
Yes, there may be discounts available from time to time. Always check out our follow-up emails or newsletters.
  How should I pay for subscription fees?
You can pay via third party payment gateways that i-Neighbour engages with, i.e. Paypal, Google Wallet and Bitcoin. With these gateways you can easily pay by credit cards.
  I don't prefer doing payment transactions online. Can I use other payment modes?
You can also pay by bank transfer. Please write in to our support portal to get more information about this.
  I prefer to pay in local currency, what should I do?
We charge the subscription fees in US dollar. If you would like to pay using your local currency, you may choose to pay via bank transfer. But the total amount would be based on the exchange rate of your local currency against US dollar at the time of payment.

For neighbourhoods in Malaysia, we do accept subscription fees in Malaysian Ringgit. Your system will automatically change it to MYR according to your address and location.
  Do I need to pay bank charges when I make the online payment to you?
No. You just need to pay the exact amount of the billing.
On Hardware
  Is there any hardware I need to deploy with i-Neighbour VMS in my neighbourhood?
To set up your neighbourhood account in i-Neighbour, you need a computer (laptop or desktop or even iPad) with Internet connection and an up-to-date web browser.

Your security company will need to provide mobile devices to the Security Guard Supervisor such as iPad or mobile phone so that they can check the approved visitor list and scan the QR code for each visitation.

For On-The-Spot registration, guests will need to provide information to the security personnel, who will then use the mobile devices issued to them to add the data into i-Neighbour.

For neighbourhoods in Malaysia, the resident’s association or security department can opt to purchase MyKad reader. Please contact our local reseller regarding MyKad reader.
  Do you have a mobile application for i-Neighbour?
Yes, we do have a mobile application for i-Neighbour.

iOS version download link: xxxx
Android version download link: xxxx
On Termination
  Am I able to get any refund when my neighbourhood wants to terminate its subscription?
Yes, you will be able to get the refund for the unutilized subscription calculated by months minus the administration charges of USD 10 and bank charges.
  Can I retrieve my neighbourhood data when our company had decided to terminate i-Neighbour's subscription?
Yes, we will send you a link via your registered email for you to download your data in csv format. It is recommended that you download the relevant data during the grace period of 45 days. After the grace period, we will remove your data from our server and any lost of data after that grace period is regretful.
  Can my neighbourhood renew my subscription when it has already terminated?
Renewal of your subscription is available within 45 days of grace period after termination is approved. After that, your data will be removed from our server, and you have to start with a new subscription and go through all the system set up process again.
On Support
  How do I get technical support for i-Neighbour?
Our support portal can be contacted via email at support@i-neighbour.com for a swift reply. i-Neighbour support is available during office hours, i.e. Monday to Friday 9am to 5pm, Malaysian Time(GMT+8).
  I'm not familiar with i-Neighbour. What is the best way to setup my account?
The instruction guide is available to assist you. All you need to do is follow the instructions provided and you'll be able to setup your account in no time. Should there be any problems, our support team is available for assistance.