Overview
If you're a tenant and are trying to log in to your tenant portal, you might encounter the occasional issue of not being able to log in. This could be because of a variety of issues, but we'll try to list some common solutions below. If none of these work for you, please contact your landlord or property manager and they'll get in contact with us for further troubleshooting.
Frequently Asked Questions
What is the website address for the tenant portal?
If you're trying to access the tenant portal but can't remember what the website address is, you can simply head to https://app.doorloop.com/auth/login and log in from there. You can also download the DoorLoop app on mobile and log into your tenant portal from there. The DoorLoop mobile app is on both iOS and Android.
Do not create a new DoorLoop account before receiving a tenant portal invite from your property manager.
What if I need a new tenant portal invite?
If you can't find your original tenant portal invite in your email inbox or SMS history, and you need it to activate your account, you will need to reach out to your property manager to have them send you a new one.
What if I can't remember my password?
If you can't remember your password, you can request a password reset email. Simply click on the "Forgot Password?" link and you will be prompted to enter your current login email address. Be sure you are using the same email that you received your initial tenant portal invite with. Once you click Reset Password, you'll be sent an email with a password reset link.
If you enter your password and it shows Invalid Email, that means that you have never logged in before with the email you are trying. Skip to this step.
Why is my tenant portal showing up as inactive?
If you see this message, "Your portal is inactive. Please contact your property manager for more information", then your tenant portal was turned off for some reason. In this case, you will need to reach out to your property manager and ask them to turn the portal back on or why it was turned off. They'll also possibly need to reach out to us on their side if they don't know how to resolve the issue.
What if I try to activate my portal and it asks for an email address and password?
If you click the accept invitation link in your tenant portal invite email, and your Accept Invitation login screen looks like this, you may have previously had a DoorLoop account in the past. If this is the case, you should be able to enter a password you used previously to log in to accept your tenant portal invite. If you have two-factor authentication turned on, it will send you a 2-step Verification code that you will need to enter.
When you do log in, you may see two accounts you can log in to. Make sure you select the account for your lease.
What if I get an Invalid email when sending a password reset?
If you are receiving an Invalid Email Address error when trying to reset your password, it means that you are entering an email address that is not what you originally signed up to the Tenant Portal with, or your tenant portal was disabled. You will need to enter the correct email, which is the one where you originally received the tenant portal invite and the one where you get rental notifications. If you can't remember what this is, please contact your property manager.
Other login issues.
If there are any other issues that you do not see a solution for here, please contact your property manager and we can try to troubleshoot from their end.