Best Practice: Managing Tenant Accounts

Tenant account management does involve different scenarios that may not be obvious how to solve or when the Tenant 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 Tenant has forgotten their password.
Solution: The Tenant needs to reset their password via "Forgot your password?" link on the Login page.

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

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

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

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

 

Solutions

Scenario: 

The Tenant has forgotten their password.

Solution:

The Tenant 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 Tenant 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 Tenant has forgotten their password.

Solution:

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

 

Step 1:

From the Tenant, click , click Send Password Reset.

 

Step 2:

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

Click SEND INSTRUCTIONS.

 

Step 3:

The Tenant 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 Tenant to the following page. 

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

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

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

 

 

Scenario:

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

Solution: 

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

 

Step 1:

The Tenant should log in to their Property Meld account. 

Click Account Settings.

 

Step 2:

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

Click SAVE.

 

Scenario: 

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

Solution(s): 

Tenant should first contact their property management company.

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

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

If the Tenant 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 Tenant's registered email by contacting us.

-OR-

Create a new Tenant Account by following below steps:

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

 

Scenario: 

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

Solution: 

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

 

Email

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

Registered Email

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