Owner Access Logins Issues- What to do

Description

This article will give you some information on how to validate and instructions on how to troubleshoot owner's who are having issues with their Owner Portal login.

This article is meant for owners who are active. You can find that status on their owner page. 

 

For Owners 

This attachment has basic troubleshooting steps you can send to your homeowners.

Owner Access Login Issues- Owner Doc.pdf

 

 

If a homeowner is marked as Invitedcheck out this article on how to manually register for a homeowner 

Manually Register a Homeowner's Owner Portal Access

 

If a homeowner is marked as Unregisteredthis article will show you how to invite them to their Owner Portal. 

Send an Owner Portal Registration Email

 

 

Verify the following

 

1) Verify the Username Email and that the owners are active. 

 

2) Verify the owner portal link they are logging into

Most issues come from owners trying to log into or reregister after they already have registered. 

Make sure they log into their owner portal link.

(Admin > Owner Access Setup > URL > that link will take you to your owner portal link) 

 

3) Make sure the owners are using Google Chrome! 

Google Chrome is the optimum web browser for TOPS. Other browsers, like Safari, Microsoft Edge or Internet Explorer, have been known to cause issues for most homeowners

Download & install Google Chrome

 

4) Have the owner click the "Forgot Password?" link.

 

 

I've verified the following, and the owner has reset their password. What do I do if they still can't log in?

 

After you've verified everything above, open a support ticket and include the following information to better serve you. 

 

1) Your Owner Portal link

(Admin > Owner Access Setup > URL > that link will take you to your owner portal link) 

 

2) A screenshot of the Owner's profile showing the Owner Portal Username 

3) (Optional) A screenshot of the error the owner received. 

 

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