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Two Dots Extension: Troubleshooting Sign-In and Display Issues

Steps for leasing agents when the Two Dots extension asks you to log in repeatedly, or when a report does not appear.

Written by Georges B.

If the Two Dots extension is asking you to log in when you believe you already are, or a report is not showing, work through the steps below. If you have not installed it yet, start with How To Download Two Dots Extension.

It Keeps Asking Me to Log In

Work through these in order — the first two resolve most cases.

  1. Sign in again with your work email. Enter your work email address, then enter the code sent to that inbox. Check your spam or junk folder if it does not arrive within a minute.

  2. Use the same email address every time. If your office uses more than one address format for you, staying consistent matters — signing in with a different one will not show the same access.

  3. Check site access is switched on. Click the puzzle icon in your browser toolbar, select Two Dots, and confirm access is enabled for the sites you use it on.

  4. Reload the page after signing in. The extension will not always refresh on its own.

  5. Confirm the extension is enabled in your browser's extensions settings, and that it has not been disabled by a browser update.

  6. Try a different browser. The extension is available for both Chrome and Microsoft Edge.

If it still asks you to log in after all of these, contact support — do not keep re-entering codes. There are cases where the login prompt appears because of an access issue on your account rather than anything you can fix from the browser, and we will need to look at it from our side.

I'm Logged In, But No Report Appears

  • Check the application has been synced. If the applicant is not yet in Two Dots, there will be nothing to display. See Syncing with Two Dots.

  • Check you are on the right record. Reports appear on the guest card or prospect record, not the resident record.

  • Check the applicant has started. A report only exists once the applicant has begun their verification.

  • Reload the page.

What to Include When You Contact Support

To get this resolved in one exchange, please send:

  • The email address you are signing in with

  • Your property name and code

  • The prospect code or application ID you were looking at

  • Which browser you are using

  • A screenshot of what you are seeing, including the full page

Email support@twodots.net.

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