KB2 - Tenant/Owner Unable to Login to Portal
 
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Tenant/Owner Unable to Login to Portal

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Information

 
Symptom
The Tenant/Owner is unable to login to the Portal.
Environment
Product Support: Propertyware
Cause
Here are the possible reasons for this issue:
  1. Incorrect portal link
  2. Incorrect email address and/or password
  3. Old email address and/or password saved on the browser
  4. Portal has not been enabled.
  5. Attempting to login for the first time using mobile device or tablet/iPad, while using the Tenant Portal Classic View.
  6. There spaces and other special characters on the email address and/or password
  7. The tenant portal login form widget was not added to the site page.
  8. Duplicate email address
  9. Security restrictions on the email account
  10. Browser Memory is full
  11. Activation process is not completed
  12. Contact is not a tenant and was not added on the lease.
  13. A duplicate contact was created.
  14. Browser related concern.
  15. Email was used to create another prospect
Resolution
Here are the steps to resolve this issue:

1. Ensure that the Tenant/Owner is logging in to the right Webpage. The Tenant Login Page is different from Propertyware Login Page used by Users. You may refer to this link on Where To Find The Tenant/Owner Portal Link?, to get the right sign in page for Tenants/Owners. Also, the owner can bookmark the correct link on their browser to make it easier for them to login in the future.

2. Verify if Tenant/Owner's email address in Propertyware is the same email address tenant is using to login. Enable the portal: Enabling a Tenant's and/or Owner's Portal for the First Time

3. If the Tenant/Owner is using the correct email address and it still does not work, you may reset the password for the tenant/owner portal or disable and re-enable the portal login to resend the portal activation link.

4. Verify if the Tenant/Owner has accepted the Terms and Conditions before attempting to login to the portal by checking the Audit Tab on the Contact Card.

To check the Audit tab:
1. Go to the Contacts Module
  • From the New View: Go to Contacts
  • From the Classic View: Click Contacts Module
2. Click the tenant/owner name.
3. Click Audit tab and verify the following:
4. Tenant logged into Portal  
5. Tenant agreed to Terms of Use
Note: If the Terms of Use has not been accepted yet, disable and re-enable the portal login to resend the portal activation link and the Tenant/Owner can agree to the terms.

5. You may also ask the Tenant/Owner to clear the browsing history, cookies and cache from their device or to try to login to the Tenant/Owner Portal using a different device or browser, to see if they would be able to successfully log in. Please refer to this article: How to Clear Cookies and Cache for all browsers

6. Please advise your Tenant/Owner to login for the first time using a Desktop or a Laptop computer to accept terms and condition when their portal is set with the Classic View. Once they're successful they could use their portable device moving forward to login.If the tenant does not have access to computer, you may ask the tenant's permission to log in on their behalf. 

A work around would be to use the desktop site from the Google Chrome phone Browser:

Request Desktop Version of Website On iPhone in Chrome.
1. Open up the Chrome browser on your iPhone or iPad.
2. Go to the Portal website. ( To get the Correct Portal Link of the PMC kindly check the steps how to get the link: Where To Find The Tenant/Owner Portal Link?.
3. After visiting the Portal website, tap on the 3 dot Chrome icon, located in the top right corner of your screen.
4. From the drop-down menu, tap on Request Desktop Site.

Request Desktop Version of Website on Chrome for Android.
1. Open up the Chrome Browser on your Android Phone or Tablet.
2. Go to the Portal website. ( To get the Correct Portal Link of the PMC kindly check the steps how to get the link: Where To Find The Tenant/Owner Portal Link?.
3. After visiting the Portal website, tap on the 3 dot Chrome icon, located in the top right corner of your screen.
4. From the list of options, tap on Request Desktop site option.

Request Desktop Version of Website On iPhone in Safari.
1. Open up the Safari browser on your iPhone or iPad.
2. At the bottom middle of the screen click the box with an arrow.
3. Scroll to the left and look for Request Desktop Site.

Launch Safari.
1. Open up any website of your choice.
2. Once the mobile site loads up, tap on the 'Aa' button on the left side of the URL address bar.
3. Tap on 'Request Desktop Website
Note: This will now show you the exact same screen that you see on the desktop.

We highly recommend using desktop to access the portal and accept the terms and agreement using desktop when using the Classic View.

7. Please make sure that email address on the contact information is correct. There should be no space before/after the email address. To check, you may edit the contact information  by following this link: Edit/Delete a Contact

8.  Please make sure that "Tenant Portal Login Form Widget " is added to site pages. To fix this issue please follow this link: Adding the Tenant Portal Login Widget to Site

9. To check if the email address is attached to multiple contacts, using Global Search, search for the contacts' email address. If the result shows multiple contacts, verify if the contact needs to be deleted or if the email address needs to be updated (Refer to Step 7).

10. You can ask for another email address to associate to the tenant's portal account.

11. You may try a different browser in case the current browser does not work.

If Security Software is preventing the user to login to the portal showing "Not Secure" please follow the steps on this linkPropertyware Website Is Showing Not Secure

If the contact was not added yet on the lease, please follow the steps below:

To add an existing contact to a Lease:
1. Go to the Leases Module
  • From the New View: Go to Leases
  • From the Classic View: Click Leases Module
2. Click Lease name.
3. Under Page View, click Summary.
4. Click Edit.
5. Click Add Contact.
6. Type the name on the Contact Name search field.
7. Click Search.
8. Checkoff the box before the desired contact.
9. Click Done.
10. Click Save.

To remove the duplicate contact on the lease:
1. Go to the Leases Module
  • From the New View: Go to Leases
  • From the Classic View: Click Leases Module
2. Click the lease name.
3. Under Page View, click Summary.
4. Click Edit.
5. Under Tenant Contacts, click Delete across the contact name.
6. Click Save.
​​​​
Then add the existing contact on the lease:
1. Go to the Leases Module
  • From the New View: Go to Leases
  • From the Classic View: Click Leases Module
2. Click Lease name.
3. Under Page View, click Summary.
4. Click Edit.
5. Click Add Contact.
6. Type the name on the Contact Name search field.
7. Click Search.
8. Checkoff the box before the desired contact.
9. Click Done.
10. Click Save.

If email was used to create another prospect, Please follow the steps below:
1. Go to the Leases Module
  • From the New View: Go to Leases
  • From the Classic View: Click Leases Module
2. Click Lease name.
3. Under Page View, click Summary.
4. Click Edit.
5. Click on Save without making any change.
Additional Information
For Apple devices, if there's an error saying "Touch ID to Log in to Propertyware" and the tenant/owner confirms they have not enabled the feature, please have the tenant/owner contact Apple support for assistance. 

If the issue persists, please ask the Tenant/Owner for the following information:
1. Device used to log in to the Tenant/Owner Portal
2. Browser used to log in to the Tenant/Owner Portal
3. Exact error message
4. Screenshot of the page where they experience the issue
5. If the Tenant/Owner can not provide a screenshot, you may ask for the Password used to log in to the Tenant/Owner Portal so we can try to reproduce the issue

If Tenant/Owner is using a mobile device, you may follow this link: Clear Cache and Cookies in iOS And Android Mobile Browsers


Once you have all information, please contact Support:
  • Support line: 1-800-704-0154, Option 5 then option 1
  • Emailsupport@propertyware.com 
  • Portal: You can submit a support request by logging in to the Client Portal (click Support while logged into Propertyware).
  • WebSupport Request Form

For the steps on how tenant can activate their portal access, refer to this link: How Tenant Can Activate Tenant Portal Access
Additional Documentation 
Legal DisclaimerThe foregoing information is confidential and proprietary to RealPage, Inc., and is intended solely for its customers' business use. It may not be distributed to third parties without RealPage's express permission. The information may include observations regarding the perceived practices or procedures of third parties. RealPage does not represent such third parties and you are encouraged to contact them with any questions relating to their practices or procedures.

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