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I paid but my building is not live

Why a paid building shows Setup or Verifying instead of Live, and how to finish the two verification checks so it goes live.

Updated June 16, 2026 3 min read

This is expected, not a bug. Paying for a building does not flip it live on its own. Payment provisions the building's dedicated number and moves it into Setup, and the building goes live only after you finish two quick verification checks. If your building shows Setup or Verifying, you have one or both checks left. For the full walkthrough see verifying your building.

Finish the two checks

Open the building and click Finish setup (or go to its Go live page). You will see two checks: a code to text, and a secret word to say on a call. Complete both and the building flips live automatically, there is no separate go-live button to press.

  • Check 1: Rezi texts your manager phone a code. Reply to that text with the code. The code is also shown on the Go live page.
  • Check 2: Call the building number and say the secret word shown on the Go live page. The call confirms and hangs up on its own.

The texted code is not arriving

Give it a minute, a brand-new number can take a moment to finish provisioning before it can send. You do not have to wait for the text either way: the same code is shown on the building's Go live page, so you can read it there and text it to the number yourself. Make sure you are texting from the manager phone on file, the reply is matched to that number.

The code reply is not being accepted

Confirm you are sending the current code, not an expired one. Codes expire after a couple of days for security. If yours has lapsed, open the Go live page and choose Generate new pair, then text the fresh code. Also confirm you are texting from the manager phone on file (or the building-level manager phone if you set one); a reply from any other number is treated as a practice message, not verification.

The voice check will not confirm

Call from a quiet spot and say only the secret word, clearly. If it does not match, the call drops into a practice call instead, just hang up and call again. If the word has expired, regenerate the pair on the Go live page and use the new word. If repeated, clear attempts never confirm, contact support: the voice line may need its callback configuration checked.

While a building is in Setup the number is already live for practice, capped per day. Texts and calls from the manager phone count as verification, not practice, so test the guest experience from a different phone.

Can I skip verification and just go live?
No. Both checks are required, there is no manual override. They take about two minutes together and exist so you know texts and calls both work before any guest reaches the number.
I was charged but the building still shows Setup. Was I double charged?
No. You are charged once at activation; Setup is simply the step after payment. Finishing the two checks does not charge you again. If you see a duplicate charge in your statement, contact support with the dates.
I clicked Generate new pair, did that reset my progress?
No. It only swaps the code and secret word for fresh ones. Any check you already passed stays passed, just use the new values for whatever is left.

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