Intratone Door Entry System

When you first open the app you will be prompted to add the primary number - this is the main contact number Thrive hold for you.

The primary number can be used on up to 5 devices.

Each property can have two phone numbers programmed: a primary and secondary. When a visitor calls a property via the intercom, it will call the primary number first.

If there is no answer after 4 rings, the secondary number registered will be dialled.

You can download the app to up to 5 different devices to receive video calls. To connect the app to your door entry system, you will need to use the primary number when you set it up. 

If you have any queries regarding the primary and secondary numbers we hold for you, get in touch with us. 

You can update your contact details via our website or the myThrive Portal. 

No, your personal phone number is never displayed on the panel. 

The outside door panel will display the instructions on how to make a call.

When your visitor follows the instructions either by scrolling through the flats or dialling in your flat number, it only displays the flat number.

When your visitor presses the bell button, it will display ‘CALL IN PROGRESS’ until you answer the call.

Once you answer the call, the outside door panel will display ‘SPEAK NOW’.

When you release the front door lock on your phone, the panel will display ‘DOOR OPEN’. 

We have the option to add two phone numbers per property to the central management system. This means for example, that if there is one person living at the property they can register their landline and their mobile phone.

If there is more than one person living at the property then a secondary number can be added.

The primary number will receive video calls first; if unanswered, the secondary number will receive video calls.

If both go unanswered, secondary number receives an audio call.

You can download the Intratone app on up to 5 devices, but you'll need to register each device with the primary number. 

You can read more about how we use and process your data in our Privacy policy.  

Previously, your door entry system would have worked through a handset in your home. Your visitor would press your flat number on the intercom system outside your block, and this would ring through to the handset in your home.  

The new Intratone system doesn’t require a handset, instead it works through your mobile phone. When your visitor selects your door number on the external intercom, you will receive a phone call to let them in. 

You can then choose to let them in or hang up to reject the call. 

When visitors press your door number on the intercom outside your block, you will receive a call to your mobile phone.  

Simply answer the call, select the dial pad and press the * key and this will unlock your block entrance door.  

To speak to your visitor, press 0. 

If you do not wish for the visitor to enter the block, press the red end call button to reject the call like you would when you normally hang up or end a call. 

You can answer the phone and open the door from wherever you are at the time, you don’t just need to be at home. 

If you lose your phone that is registered as the primary number, calls will automatically go through to the secondary number registered by default.

If you change you number you just need to let us know so we can update the central management system with your new phone number. This means we can link the correct numbers to the flat number. 

If you're concerned or would like more information on how we process your data, please read our Privacy policy. 

To be able to see a live video of your visitors at the door, download the ‘My intercom Intratone’ free app from your app store.

The app icon will look like this:  

You can find out more information on how to use the app in Intratone’s customer guide. 

When your new Intratone system is installed, the existing handset and cabling for your current intercom system will remain in your property unless you would like us to remove it for you. If you decide to have this removed, you will be responsible for the decoration and making good of the area. 

The existing cabling in the communal areas will also remain there for the time being, we will remove this when your block is due for internal decoration. 

You can still contact us in your usual way if your door entry system is not working. Simply:  

• Email us on enquiries@thrivehomes.org.uk 

• Call us on 0800 917 6077 

• Message us on live chat

We’ll always try to book your repair in as soon as we can, and we will consider any disabilities or vulnerabilities on a case-by-case basis to make sure we’re meeting the needs of our customers. 

For issues that immediately put your safety, security, or health at risk we aim to attend within 24 hours in line with our Emergency Repair target. For general repairs we aim to attend within 4 to 20 days, and we find that most issues are resolved on attendance.  

Whenever we install an Intratone system at one of our blocks, we let the local Royal Mail delivery office know and provide them with an access code. 

For other delivery companies, they will be able to request access via the intercom at the front door. 

You will be provided with three fobs, if you lose a fob get in touch with us as soon as possible to let us know.

We can then arrange for a replacement fob to be issued and deactivate the lost fob. 

• Email us on enquiries@thrivehomes.org.uk 

• Call us on 0800 917 6077 

• Message us on live chat  

Please note that replacement fobs are chargeable, and cost is dependent on manufacturer, as a guide:  

NACD will charge approximately £20-£30, depending on the type of fob.  

Intratone will charge approximately £10.00 per replacement fob.

If you don't answer the call for whatever reason the call will be transferred to the 2nd registered number at your address after the 4th ring, the answer machine will not be triggered. 

You may see a missed call from the intercom number, this number starts with +33 6 or +33 7 and is between 10 and 14 digits long. 

The connection should be the same as a normal mobile call so usually within 5 seconds.

Please note if you installed the app and registered your details, but decided you no longer want to use the video call function, you will need to unpair your phone number from the app before deleting it. 

This is done by entering the profile tab of the app and selecting unpair device. It will ask if you are sure to which you select yes and then the app can be deleted. The call will then revert to audio only and will call within 5 seconds of being dialled at the front panel.