Best Practice: Managing Resident Accounts

Resident account management does involve different scenarios that may not be obvious how to solve or when the Resident needs to perform a step to resolve for themselves.  Use this article to find a solution for the scenarios that are summarized at the top of the article.

Scenarios

Scenario: The Resident has forgotten their password.
Solution: The Resident needs to reset their password via "Forgot your password?" link on the Login page.

Scenario: The Resident has forgotten their password.
Solution: The Property Manager can Send Password Reset directly from the Resident record.

Scenario: The Resident (or Vendor) has a new email address.
Solution: The Resident needs to change their email from within their account in their account settings.

Scenario: The Resident can no longer access the email registered with their account and has forgotten their password.
Solution(s): Resident should first contact their Property Management company (see below for further options for Property Managers).

Scenario: The registered email is sometimes different than resident email address on a resident record - why?
Related: As a Property Manager, I want to change the email address for a Resident.
Solution: See below.

 

Solutions

Scenario: 

The Resident has forgotten their password.

Solution:

The Resident needs to reset their password via "Forgot your password?" link on the Login page.

 

Step 1: 

From the Login page, click Forgot your password? link.

 

Step 2:

Enter the email address that is registered with the user account.

NOTE: The Resident needs to put in the email address registered with their account.

 

Step 3:

The user will receive a notification email with instructions on how to reset their password.

Scenario:

The Resident has forgotten their password.

Solution:

The Property Manager can Send Password Reset directly from the Resident record.

 

Step 1:

From the Resident and click , and then click Password Reset.

 

Step 2:

Send Password Reset dialog will be displayed listing the Resident email address that will be used to send instructions for resetting the password.

Click SEND INSTRUCTIONS.

 

Step 3:

The Resident will receive an email message similar to the following including a link to navigate to the following page requesting a new password.

Step 4:

The link presented in the email message above will take the Resident to the following page. 

The Resident will enter New password, enter Confirm password, and click RESET.

If the Resident clicks Cancel (under the RESET button), the password reset request will be canceled with no impact on the Resident's user account.

If the Resident ignores the request to reset the password, there is no impact on the Resident's user account.

 

 

Scenario:

The Resident (or Vendor) has a new email address.

Solution: 

The Resident needs to change their email from within their account in their account settings.

 

Step 1:

The Resident should log in to their Property Meld account. 

Click Account Settings.

 

Step 2:

The Resident should put in their new Email address and enter Current Password (required to confirm and save the change).

Click SAVE.

 

Scenario: 

The Resident can no longer access the email registered with their account and has forgotten their password.

Solution(s): 

Resident should first contact their property management company.

If the Resident has existing Melds in progress or no associated Melds: 

1. Property Manager should invite Resident using a new email address.
2. Once invite is accepted and registered, assign Resident to the corresponding Property and assign to existing Melds.
3. Delete the Resident's previous account.

If the Resident has any completed Melds, there are two options for a Property Manager:

Property Managers Only: With explicit approval from the Property Manager, Property Meld can change Resident's registered email by contacting us.

-OR-

Create a new Resident Account by following below steps:

1. Because deleting a Resident record and creating a new account will remove the resident from seeing their previously completed melds (and the new account cannot be added to closed Melds), Property Manager should inform the Resident of this and offer copies of completed Melds to resident for reference.
2. Property Manager should invite Resident using a new email address.
3. Once invite is accepted and registered, assign Resident to the corresponding Property and add to existing Melds.
4. Delete the Resident's previous account.

 

Scenario: 

The registered email is sometimes different than resident email address on a resident record - why?

Solution: 

From a Property Manager view, the Resident Information will display two fields:  Email and Registered Email which are defined here.

 

Email

This Email serves as contact information only for the Resident. This Email does not dictate the Login email address or Meld notifications for the Resident. A Property Manager can edit this email address.

Registered Email

This is the registered email for the Resident and cannot be changed by the Property Manager.  This is the email address a Resident used to Login and receive Meld notifications. To change, the Resident change from Account Settings.