Resident or Owner cannot login
They may have signed up via the Google login. Ask them to try logging in via Google
The email address they are trying to sign up with or are using to login is not the email you have recorded in their Propra Contact Card. They need to login with the correct email or you need to change the email in the contact card
They are using an old link from their Welcome Email which is for signing up and has expired. Guide them to Propra.io with a URL new link
They are attempting to login at propra.app (Property Manager Web) when they should be logging in via propra.io
Have they recently changed their email address? If so, you will need to go to their tenant profile in Propra.app, navigate to their contact tab and approve of the email address change. You will see an orange icon indicating a change and approval
Resident or Owner attempting to reset their password and is not getting an email
This person has originally signed up via Google and needs to login via Google instead
Resident or Owner does not have full profile access
They have created an account with an email that is not in their Propra profile contact card in your account
The property manager will need to add the email they used to create their account to the tenant or owner profile under the Contacts card. Once this is updated they can refresh their page and the account will link
Resident or Owner only sees a white screen
They need to go to their Internet History and clear their cache
Resident or Owner getting an error when setting up payment and banking information
Failed to contact payment provider error - They are putting in incorrect banking information
Resident or Owner is not receiving your Propra emails
They may have changed their consents settings in their Propra Residential Portal
Ask them to verify that this is selected under their profile settings
Ask them to check their junk/spam folders
Ask them to search for [email protected] in their inbox search
Resident or Owner sees an error code "Request not allowed due to WAF block"
The user has a VPN on
The user is in a location that is blocking the website