Access / Login Problem

Most Yardi/RentCafe access and login tickets resolve when duplicate accounts are removed, contact info is corrected, or a 2FA reset is performed by an admin.

• Check for duplicate accounts first. Residents or applicants unable to log in, see documents, or complete applications are often blocked by a duplicate RentCafe or CRM IQ account from a previous unit or guest card. An admin can delete the duplicate(s) and resend the portal invite. (admin only)
• Update the email address on file and resend the portal invite. If a resident's login email has changed or was set up incorrectly (e.g., old Gmail vs. current address, or email tied to a prospect record instead of a resident record), update it in Site Manager, save, and use "Resend Invite to RentCafe" to trigger a fresh access link. (admin only)
• Reset 2FA after a phone number change. If a user updated their phone number and is now locked out of MFA, an admin can reset their two-step verification so the user is prompted to re-enroll on next login. Submit the new contact number with the ticket. (admin only)
• Check that the account is not marked inactive. Accounts flagged as inactive in Site Manager can silently block logins. An admin should verify the account status and reactivate if needed. (admin only)
• For unit-transfer login loops, the workaround is to temporarily lock the resident portal for the old unit in Site Manager, allow the resident to log in and act on the new unit, then unlock the old unit afterward. (admin only)
• If the issue affects multiple users simultaneously (e.g., "Create Account" button unresponsive, application invite errors, or lease term options missing for everyone), it is likely a Yardi backend outage. Wait and retry — if it persists beyond a few hours, file a ticket so an escalation to Yardi can be raised.

If none of these solve it, file a ticket and include: the affected user's role (resident/applicant/staff), the exact step where they get stuck, which device(s) and browser(s) were tested, any error message text or screenshots, and whether the issue affects only one user or multiple users.