Portal Access: Forgotten Password or Can't Login

Purpose
This article guides property managers and staff through troubleshooting and resolving common portal access issues like forgotten passwords or login failures, ensuring continuous access to the platform and minimizing disruptions to property operations.

Scope
This information is relevant to all users, including managers, staff, agents, and administrators who may experience issues accessing their accounts.

Prerequisites:

• Access to the email address registered with the account.
• Availability of support contact information if self-service steps do not work.

Step-by-step instructions:

Forgotten Password

1. Navigate to the login page.
2. Click the “Forgot Password?” link below the password field.
3. Enter your registered email address associated with your account.
4. Submit the request; you will receive a password reset email shortly.
5. Open the email and click the reset link provided.
6. Follow prompts to create a new secure password.
7. Return to the login page and sign in using your new password.

Can’t Login / Other Access Issues

1. Confirm you are using the correct username/email and password.
2. Clear your browser cache and cookies, then refresh the login page or try a different browser.
3. Ensure that two-factor authentication (2FA) devices or apps are accessible and properly synced.
4. If your account is locked after multiple failed login attempts, wait 15 minutes or contact your property admin to unlock your account.
5. For persistent login issues, contact your Administrator or the Support team with details of your problem.

Important Notes

• Password reset links expire for security reasons; request a new link if the original expires.
• Use a strong password that meets security guidelines (minimum 8 characters, mix of upper/lower case, numbers, symbols).
• If you are an admin, maintain an updated contact list for your team’s account recovery.
• Keep your 2FA method secure and notify IT immediately if you lose access to your authentication device.