Tenant can't log in to the tenant portal
Fix the common tenant portal sign-in problems: no tenant found, no password set, wrong password, locked account or disabled access.
Last updated
What you see
Your tenant tries to open the tenant portal and sees one of these messages:
- "No tenant found with that email. Contact your landlord."
- "No password set. Contact your landlord to set your initial password."
- "Invalid email or password." with the number of attempts left.
- "Too many failed attempts..." saying the account is locked for 24 hours.
- "This account's portal access has been disabled."
Why it happens
The portal finds tenants by the email on their tenant profile in BoardHub. If that email is missing or different, the portal can't find them. Tenants also need a portal password, which you set first. After 3 wrong passwords in a row, the account locks for 24 hours to keep it safe.
How to fix it
- Open Tenants, find the tenant and tap the pencil icon to edit.
- Check the Email matches exactly what the tenant is typing. Fix any typo and tap Save Changes.
- In Portal Access, type a Portal Password for them and tap Save Changes. Give the password to your tenant.
- Ask the tenant to sign in again at the tenant portal. They'll be asked to choose their own password.
- If the account is locked, the tenant can tap Forgot password? and use the reset email. A successful reset unlocks it right away.
- If it says portal access has been disabled, contact BoardHub support.
Tenants›Edit›Portal Access
Tips
- Saving a new portal password replaces the one the tenant set. They'll choose a new one on their next sign-in.
- After a wrong password, the portal shows a quick check (CAPTCHA). That's normal.
- The reset link in the email works for 1 hour.
Frequently asked questions
Where do tenants sign in?
At boardhubph.com/tenant-portal, or with the Tenant Login button on your BoardHub website if you've turned it on.
Can a tenant change the password I gave them?
Yes. On their first sign-in with the password you set, the portal asks them to choose their own.