Common questions about Due Diligence unit walks — from planning and setup through walk execution, reports, and post-walk actions. If you don't see your question below, reach out using the contact info in the Need Help? section at the end.
Reports and Data
I'm not finished with my Unit Walk (or Lease File Audit) but I want to generate the final reports now. Is that okay?
Absolutely — you can generate reports at any time. Doing so won't hurt anything. When you mark your Due Diligence order as Complete the first time, you're just pulling all current data into the reports. If something is missing or corrections need to be made later, go ahead and make your changes and click Regenerate Reports on the Orders page — the new report will pull the updated data.
I went back to the Google Drive folder for my reports, but they're gone. What happened?
Reports automatically expire 60 days after their last generation and no longer appear in the Google Drive folder. We recommend saving your reports to your own drive if you want longer-term access. If you didn't save yours or made update, submit a request and let us know which property's reports you need — we can regenerate them manually on our end.
Can I edit a completed inspection after generating reports?
Yes. Completed inspections can be unlocked and edited, then re-completed.
See Due Diligence: Performing a Unit Walk Inspection → Editing a Completed Unit Walk Inspection for the walkthrough.
After making edits, remember to regenerate your reports so the updated data flows through.
Templates and Setup
I need to make a change to my Unit Walk Template. How do I do that?
You can edit your template directly in Manage.
See Due Diligence: Editing Your Inspection Templates for step-by-step instructions.
If you're adding a new section, note that your Outlines will need to be updated as well — otherwise the new section won't appear in inspections. If you're not sure how to update outlines, submit a request and our team can help.
I need to make a change to my template, but the walk has already started. What now?
Once a walk is in progress, template changes will only apply to inspections still in Scheduled status. Inspections in Draft, In Progress, or Complete status will NOT pick up the changes.
We strongly recommend reviewing your template before the walk is scheduled to start to make sure it captures everything you need. If you need to make changes mid-walk, contact us and we can talk through options for the specific situation.
What if a unit's actual layout doesn't match the template (e.g., an unexpected extra bedroom)?
Administrators can add or duplicate sections in the mobile app during the inspection to match the unit's actual layout. If layout mismatches are affecting many units (not just one-offs), reach out — that usually means the template or unit setup needs a broader adjustment on our end.
See DD Mobile App: How to Duplicate and Remove Sections.
Walk Team, Access, and the Mobile App
My inspector can't log in to the Due Diligence Inspections mobile app. Where do I start?
Three quick things to check first (in order):
- Access. Confirm the inspector has been added to your Due Diligence account and given property access for the property they're working on. If they haven't been added yet, see Due Diligence: Adding Users & Managing Property Access for how Admins add users.
- Password. If they're added but don't remember their password, have them tap Forgot Password on the login screen for a self-serve reset. If the reset email doesn't arrive, reach out and we can manually reset their password.
- Technical login issues. If they're added, have property access, and their credentials are correct but they still can't get in, the issue is usually on the device side — most often an iOS Safari settings quirk that quietly breaks the DD app login on iPhone and iPad.
For the full walkthrough on all three (plus the detailed iOS Safari troubleshooting), see DD Mobile App: Troubleshooting Guide.
Do my inspectors need internet service to perform inspections?
No — the Due Diligence Inspections mobile app supports offline inspections. Data saves locally on the device and syncs when it reconnects to Wi-Fi or cellular.
See DD Mobile App: Using the Mobile App with Limited or No Connectivity for how to prepare devices before heading offline and sync properly when you reconnect.
Can multiple people inspect at the same time?
Across different units — absolutely. Multiple inspectors can work in parallel across different units on the same walk. If devices are offline, they can't see each other's progress in real time, so coordinate outside the app (pre-divide the property, or sync at check-in times like lunch and end of day) to avoid overlap in shared spaces like high-rise hallways.
Within the same unit — technically possible, but we don't generally recommend it. Having multiple inspectors work in a single unit at the same time can get confusing or messy fast, with items ending up double-inspected or missed entirely. If your team still wants to try it, the cleanest approach is to divide the inspection by section — for example, one inspector handles the Kitchen, another handles the Bathroom, and so on. That way there's no overlap and each inspector owns a clear part of the unit.
How do I add users to my Due Diligence account?
User management is handled by Account Admins on your side. HappyCo Support can't add users on your behalf — reach out to your Account Admin to have new users added and given the right property access.
If you are an Admin, see Due Diligence: Adding Users & Managing Property Access for step-by-step instructions on adding users and configuring their property access.
Common Inspection Scenarios
What if a unit can't be inspected (locked out, resident refused, large pet, etc.)?
Use the No Entry workflow built into the mobile app — this marks the unit appropriately for reporting without requiring the inspector to fill out any inspection items.
See DD Mobile App: No Entry Workflow.
We're seeing duplicate inspections for a unit. How do we handle it?
Duplicates occur occasionally when an inspector starts a new inspection instead of opening the existing Scheduled one.
See Due Diligence: How to Identify and Remove Duplicate Unit Inspections for how to identify, decide which to keep, and safely delete duplicates.
Can we bulk edit unit walk data across multiple inspections?
Unit walk data is edited per inspection — there isn't currently a way to bulk edit multiple inspections at once. This is a feature enhancement we're tracking for a future update.
For LFA data (which does support bulk edits), see the Lease File Audit: Bulk Updates article.
How do I get the photos from my Unit Walk as individual files?
Currently, there isn't a built-in way to download all Unit Walk photos as standalone files (like a ZIP folder or individual image downloads). Photos are bundled into the All Photos Report (PDF), and the Property Dashboard's Photos List table contains direct URLs to each photo file. A standalone photo download enhancement is on our list.
How can I speed up my inspectors' walks?
A few time-savers built into the app:
- Pre-fill common values in your template so defaults are already selected. See Due Diligence: Pre-filling Values in Your Unit Walk Template.
- Apply the same rating to multiple items at once using the bulk rating feature — see DD Mobile App: Applying Rating Values in Bulk.
Billing
I have a billing question. Who can I contact?
All billing queries can be directed to our Accounts team at accounts@happy.co.
Need Help?
The Due Diligence team is happy to assist:
- Submit a Service Request
- Email us at dd@happy.co
- For emergency, day-of support, give us a call at 447-427-7926 x2
Hours of operation: M–F, 7 AM – 5 PM PST