Self-service portal (tracker) troubleshooting
- Dave Marshall
- Fiona Hardy
This guide has been reviewed against our global client base and classed as relevant to all regions
A self-service web portal (or tracker) allows a landlord, tenant, vendor or prospective buyer to access a website in order to view real-time information about their properties or those they have shown interest in
If you have a client experiencing difficulties with the portal, including difficultiesĀ with logging in, this page outlines various checks and solutions to common issues and questions
1. Has the user activated their account? Ensure that your client has activated theirĀ account
Ā Information on emailing login details is covered on this page |  |
2. Have they tried resetting their password? From the portal login page:
Ā |  |
3. Have you used the correct link? When e-mailing login details to the vendor/landlord/applicant, ensureĀ the correct link has been used
Ā | |
4. Common issues / FAQs Q:Ā If a landlord has multiple email addresses stored in AgencyCloud, which one do they use to login to the self-service portal? A: The portalĀ will always prioritise the first email address shown in AgencyCloud Q: When logging-in to the self-service portal, the web page page is blank - what should I do? A:Ā This may be due to the current status of the property in AgencyCloud - has it recently been withdrawn or archived? Q: Documents are missing on the self-service portal screen - how can I view them? A: Documents can be marked as Private in the LettersĀ screen in AgencyCloud - private documents will not appear on the portal Q: Why am I receiving emails with the subject line of Response from reapit.netĀ containing landlord/tenant details? A: This is due to your client updating their details via the self-service portal which triggers an email to your office to advise of the changes - on receiving this email you should access AgencyCloud and update your client's contact record with the new information | |
Related articles
Ā