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Reset a Tenant's Tenant Portal Access

Reset a tenant's tenant portal login when they can no longer get in — for example, after changing their email address.

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Written by Alfredo Ponce De Leon

Overview

If a tenant already has an active tenant portal but can no longer log in — for instance, they changed their email address, forgot which login they used, or you just want to give them a clean start — you can reset their portal access and send them a fresh invite.

Note: If your tenant never accepted their original invite in the first place (rather than losing access to an active portal), see How to Re-Invite Tenants to the Tenant Portal instead — that's a simpler one-step resend.

The Steps

  1. To reset a tenant's portal and resend a new tenant portal invitation, click People > Tenants on the main menu.

  2. From the tenant list, find the tenant whose portal access you want to reset. Then click the 3-dots to the right of their name and select Edit.

  3. In the Edit Tenant window, under the Personal Info section, toggle off "Disable toggle to revoke tenant portal access." (See Turn Off the Tenant Portal for a Specific Tenant for more on this toggle.)

  4. If the tenant needs to log in with a new email address, update their Portal Login Info and add their new Primary Email.

  5. Click Update.

  6. You'll be back on the tenant list. Find the tenant and click Invite to Portal under the Action column.

A new tenant portal invite is now sent to the tenant's current email address. You can confirm this by heading to Communications > Communications Log and checking for the email/SMS sent to activate their portal.

If they want to access their tenant portal from their phone, they can also download the DoorLoop app on Android and Apple iOS. If issues persist, contact DoorLoop support for further assistance.

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