Resident cannot login to the portal

Direct the resident to call a Rent Cafe Customer Service line specifically for Passwordless Login issues:  (833) 711-1130.

Here are some additional troubleshooting tips:

Account Locked Due to Failed Attempts:

After six unsuccessful login attempts, a resident’s account will be temporarily locked. They can either:

Wait 30 minutes for the account to automatically unlock, or you can manually unlock them via User Management in Site Manager.

If the resident is not receiving the OTP Code:

1. Ask them to check their spam or junk email folders.

2. Confirm that their email address and/or phone number match what is listed in their RentCafe profile.

3. If they have a gmail account:

    a. have them use "continue with Google" instead of "continue with email" 

    b. have them check "all mail" and not just the "inbox"

4. Run an email analytics report to see if the email is being sent.

     a. In Site Manager, navitage to Reports at the top > Email & Text Message > Email Analytics

     b.  Run the report for "resident" and "autoresponder" and enter their email address

     c.  If the report shows "Unknown error", the email bounced back for reasons on the resident's side such as:

• Mailbox is full (over quota).
• Mailbox is not configured correctly.
• Mailbox is inactive.
• Recipient's email server is down or offline.
• Recipient's email server has been sent too many emails during a period of time.