Owner Access Logins Issues- What to do
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.
If a homeowner is marked as Invited, they have not completed registering. Check out this article on how to manually register for a homeowner.
If a homeowner is marked as Unregistered, this article will show you how to invite them to their Owner Portal.
The Owner Access Intro document contains information that can help an owner become more familiar with the Owner Portal, including some troubleshooting steps they can do.
This document can also be found on the Owner Portal login page.
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.
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?
If the troubleshooting steps above don't work, and the owner has done some troubleshooting steps, the next step would to unregister the homeowner portal access and start anew.
The Unregister button will remove the current email address from the Owner Portal database, and the owner will need to register again.