This article is for troubleshooting client login issues on the Street Consumer App.

If a client is having trouble logging in, first confirm they've downloaded the Street.co.uk app and not the Street Agent app.

Every new person created in Street will automatically have a consumer account created for them, either when they are added with an email address or when an email address is added later.

For older records, you may see a 'Create User Account' button on the person page. If this button is showing, the client doesn't have a consumer account yet - click it to create one and send them a welcome email.

If the client has an account but can't find their login or welcome email, you can help them from the Client App Engagement card on the right-hand side of their person page.

From the 'Send' dropdown, you can:

The Client App Engagement card also shows when the client last logged in (via both web and app), which can help you diagnose whether they've ever successfully accessed their account.

If you change a client's email address in Street, the client will receive an email asking them to authorise the change. If they authorise it, their consumer account will update automatically and everything will work as expected. If they don't, the email change will remain unauthorised and the client won't be able to log in with the new address.

If a client is stuck because of an unauthorised email change, contact Street Support via Live Chat with the customer's name and email address and we can help.

If the client sees a message along the lines of "we recognise your email but don't have anything to show," their login details are correct but something isn't set up correctly in Street. This can include:

In this case, double-check how their property is set up in your account.

If you're unable to resolve a client's login issue, contact Street Support via Live Chat with the client's name and email address and we can help.