How to reset a tenant's portal password
Tenant forgot their portal password? They can get a reset link by email, or you can set a new starting password for them from their tenant record.
Last updated
Tenants forget passwords. There are two ways to get them back in, and the first one doesn't need you at all.
Option 1: the tenant resets it by email
- On the Tenant Portal sign-in, the tenant enters their email and taps Continue.
- They tap Forgot password?
- They tap Send Reset Link and open the email BoardHub sends.
- They follow the link to set a new password.
Option 2: you set a new password
- Open Tenants and tap the pencil icon on the tenant.
- Check that their Email is correct.
- Under Portal Access, type a new password in Portal Password. If the tenant had set their own, you'll see a note that saving will reset it.
- Tap Save Changes.
- Send the tenant the new password privately.
Tenants›pencil icon›Portal Access›Portal Password
What happens next
With option 2, the tenant signs in with the password you gave them, and BoardHub asks them to Set Your Password again, a personal one of at least 8 characters.
Tips
- "No tenant found with that email" usually means the email on their record has a typo, or they're typing a different email.
- After several wrong tries, BoardHub may ask the tenant to complete a quick check or wait a while before trying again. That protects their account.
- "Portal access has been disabled" means their sign-in was switched off. Contact BoardHub support to sort it out.
Tip: Only share passwords one-to-one, by text or in person, never in the boarding house group chat.
Frequently asked questions
Can I see the password my tenant chose?
No. Once a tenant sets their own password it's private to them. You can only replace it with a new one.
The reset email never arrived. What now?
Check that the email on their tenant record is correct and look in their spam folder. If it still doesn't come, set a new password for them yourself.