November Updates from Palace Support

A note on the NEW Pink Palace Inspection App

Palace has been working hard with our inspection apps over the years and with the pink Palace Liquid inspection app replacing all the previous versions these inspection apps (blue/white) are no longer being developed. The pink Palace Liquid app will be the only supported app moving forward.

It is now essential to switch to this version. Not only are the previous app versions not being updated but various mobile devices for Apple and Android may stop these older apps from running on newer operating systems at any time without our knowledge.

With the switch over to this app version, there will be some enhancements to the database as well.

How will this affect me?

If you are currently using the Pink inspection app, you will not need to do anything.

For our clients who are still using the Blue/White apps, this is for you:

The deadline to upgrade to the new pink inspection app is Friday, 31 December 2022. After which the older apps will be disabled.

What do I need to do?

Email an app upgrade request to our support team who will assist you with this database upgrade. You will receive an email with information on how to prepare your team for the upgrade. This is a database upgrade so all inspection app users will need to be ready at the same time.

The following article has more information regarding the inspection app requirements for mobile devices and some of the additions in your database. New App Services


Our Knowledgebase is constantly being updated to assist you in your query. Browse through the article library as you may find a solution either in a written article or as part of a webinar. Accessing our Knowledgebase is easy within Palace. On the left-hand side menu, there is an Updates and Training button. You will find information regarding training, newsletters, and a search area to browse for articles related to your query.

Our Palace Support heroes are here to help if you cannot find the answer.


We welcome 2 new support agents to the Palace support team

Sheryn West

Sheryn joins us from Irelands Property Management in Christchurch, where she has worked as an end user of Palace software for 2.5 years. She also has 3 years of prior experience in an IT help desk role for a Bank in Auckland.

Throughout her career, Sheryn has been focused on helping customers, whether internal or external and has a passion for solving problems and improving customers’ experience.

Originally from Auckland, Sheryn lived and worked in Singapore for 5 years, and then moved to Rolleston in 2013, which is 30 minutes south of Christchurch. She has 2 grown sons and a granddaughter. In her spare time, Sheryn likes gardening, crosswords, traveling, and Yun Jung Do Korean Self-defence.

Anna Smaill

What a pleasure to take on a position with MRI Palace! The team has been welcoming, making accepting the position an easy decision. Thank you! At the start of 2022, I took a break from Property Management where I had worked for the past 8 years at Mana Property Management as a Property Manager – Accounts Specialist.

I have extensive knowledge of Palace, I first started using the software when it was server-based right through to it being cloud-based. Working here, I gained a love for property and my husband and I now own our own rental properties with the plan to grow our portfolio in the future. I am a born and bred South Island kiwi girl from Dunedin. I live with my husband Nick who is a Heavy Diesel Mechanic and our two fur babies Charlie (dog) and Esme (cat).

My husband and I are currently in the process of renovating our own home which has been fun but comes with its own challenges. When I’m not at work, I enjoy spending time with my family and friends, fitness, road trips to Central Otago when I can, and relaxing with a nice vino. I am excited to be part of the MRI Palace team and I look forward to working with you all.


Feedback on the Support Team

A few examples of some great feedback that has been received this past month:

happy face Zavier:

Palace was super quick to get back to me. I have started a new job and was a bit apprehensive about doing a mail merge as I was worried I would accidentally send tenant info to other tenants. The support team got back to me super quick and answered my question and also sent links to answers that would help me.


happy face Liz:

David was super patient and very careful to explain the fix for my technical issue in a manner that I could understand and follow and then sent an email with a follow up of what we had done to solve the problem and how to fix it should it happen again.


happy face Yvette:

Because they are patient, knowledgeable, and quick to respond, and if I need further help, they provide it readily. I have used dashboards in the past and I have never had customer service the way the Palace support team provide it. They are brilliant.

We encourage everyone to always review our service and send feedback messages as this helps us to better assist our clients. Should there be something that was missed or something that we could do better we enjoy hearing from you.


sad face Leon:

Sometimes a client does not receive our emails.

This could be due to the mailbox running out of storage space. Deleting old unwanted emails will help. Also, don’t forget to empty the Deleted Items folder.

Check the Spam or Junk Mail folder as sometimes an email may be stored there in error. If a proper email is stored in one of these folders, depending on your application there will be an option to mark the email as not spam (or Report not spam).

Spotty or weak internet connections also play a part in emails not being received on time or at all. You can do a speed test scan on your internet connection and if it is slow you can disconnect from the broadband connection and try again.

There are ways to whitelist an email address or a domain. A domain is a name after the @ sign. The following article explains how to whitelist an email address through some of the popular email providers: How to Whitelist/Unblock your Email address

If your provider is not in the above article, you can do an Internet search or reach out to their support desk for more information.


Response Times

The wait time to answer requests has climbed to a high of 86% of requests being responded to within 30 minutes. Our support desk operates within New Zealand trading hours with support for our Australian clients as well.

On-Demand Webinar

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