Troubleshooting issues with an owner’s email address or password

The information in this article is relevant only for Pro users at this time.

Your owner's email address is for owners to receive emails related to their properties, as well as, login information for the Owners Portal.

The following are the common issues for logging into the Owners Portal or resetting an owner’s password.

Creating or resetting an owner's password

If your owner contacts you because they forgot their password for the Owners Portal, feel free to direct them to these instructions on how to reset their password.
They can also update their existing password with a new password via the Owners Portal (explained below).

If needed, you can send your owners an invitation email or a reset password email (explained below) to help them log in and/or reset their password.

We recommend you do this for the following scenarios:

  • The owner says they didn’t receive the "invitation to the Owners Portal" or "reset password" email/s
  • The reset password link has expired (the link will be valid for 4 hours)
  • The owner asks for assistance with the log-in or reset password process


Recovering an owner's forgotten password

Below are the instructions for an owner to create a new password on their own (you can also send your owners this PDF instruction manual mentioned above).

Step by step:
  1. Navigate to the Owners Portal login page.
  2. At the bottom of the login menu, click Forgot Password?.
  3. Enter the email address registered to your Owners Portal.
    Your owner should have received an email to reset their password.

Next steps for owners

Below are the steps your owner should take after you've sent them the recovery password email.

Step by step:

  1. Once you've completed the steps above, let your owner know that they should check their email (or spam folder) for an email with the subject "Owners Portal - Password Reset Requested".
  2. The owner should open the email and click Reset password.
  3. On the reset password page, have your owner type in their new password twice.
    Make sure the password contains a minimum of 6 characters and no spaces.
  4. Once the owner has typed in their new password, they can click CHANGE PASSWORD.
  5. After this, they should be automatically taken to the Owners Portal.


Resetting an Owners Portal log-in password (from an owner's perspective)

Below are the instructions for an owner to update their old password with a new one.

Step by step:
  1. Sign in to the Owners Portal.
  2. In the top-right corner, click the Profile icon.
  3. Click MY PROFILE.
  4. Click PASSWORD.
  5. Type in the current password.
  6. Type in the new password twice.
  7. Click Save.


Owner isn't receiving emails

Follow the troubleshooting steps below if your owner is experiencing issues receiving emails.

Step by step:
  1. Ask your owner to check their spam/junk folder for the relevant emails.
  2. Check for any spelling errors on the owner’s profile page.


    The text field recognizes spaces and special characters, so check to make sure there isn’t a space added at the end of the email address entry.

    1. Edit the owner's profile if necessary.
      1. Delete extra spaces at the end of the email address entry.

        With extra space:

        Without extra space:

      2. Replace the existing email in the email address field by adding a different email address to reset the owner’s password.
  3. Contact us.
    If you continue to experience difficulty, contact us and make sure to provide the following information:
    • Affected owner/owners
    • All of the troubleshooting steps you've attempted
    • Type of issue


The Owners Portal page is displaying "Error 404"

If your Owners Portal page isn't loading, check your custom domain configuration.
Learn more with Connecting a domain to your Owners Portal website.


"Email address already in use" error message

Owners can be connected to multiple Owners Portals (separate Guesty accounts).

The error message "Email address already in use" is displayed if your owner's email address is connected to an existing owner profile in the Guesty system.
This means that the owner is/was a client of another Guesty user, and was already registered with the same email address you tried to add.

Previously, there was a restriction in the Owners Portal that prevented you from using the same owner email address that already existed in a different Guesty account.
With the new update to the Owners Portal, this error will only occur if you try to use the same email address to create an additional owner profile on your account.

Important things to know

  1. If your owner is registered to multiple Owners Portals, they will need to remember which credentials to use for each portal.
    This includes knowing each Owners Portal URL link, login passwords, etc.
  2. If you decide to change the email address in an owner's profile, you must communicate this change and the new address with your owner.
    Since the old email address will no longer be associated with their owner's profile, the owner will run into issues if they try to access the Owners Portal or attempt to request/reset their password with the old email address.
  3. If you were recommended the +1 workaround in a past support interaction:
    1. For owners with Gmail email addresses, there is no further action required, and you can keep the owner's email address as it is.
    2. For owners with non-Gmail email addresses that have the +1 workaround, please remove the +1 from the owner's email address.
      With the new update, the owners might have issues receiving emails from the system if they still have a +1 in their owner's profile email address.


    In general, the +1 workaround is no longer necessary to perform.

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