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For everyone

Can't sign in

Fix a wrong password, a missing code, an unconfirmed account, a Google sign-up or an invitation link that no longer works.

Before you start

Work out how you created your account: with an email address, with a WhatsApp number, or with Google. Sign-in only works with the same one, so most problems come from using a different one today.

I get "Invalid login or password."

Either the login or the password is wrong, and the message doesn't say which. Check these in order:

  • Under Sign in with, choose the option you registered with: Email or WhatsApp. An email typed in the WhatsApp option, or the other way round, never matches.
  • For a WhatsApp number, check the Country code next to it.
  • Retype the password slowly. It is case-sensitive, and a phone keyboard often capitalizes the first letter.
  • If you registered with Google, you have no password to type. See "I signed up with Google" below.

Still no luck? Select Forgot your password? and set a new one.

If you see "Try again later." instead, wait a few minutes and try again.

If you see "Your account has been suspended. Contact your administrator.", your account has been switched off. Only an administrator of your organization can sort that out.

I forgot my password

  1. On the login page, select Forgot your password?.
  2. Choose email or WhatsApp, enter it, and select Send Reset Code.
  3. Enter the 6-digit code in Reset Code and select Continue.
  4. Choose a new password in New Password and Confirm New Password, then select Reset Password.

You see "Password has been reset." and go back to the login page. Sign in with the new password.

The page says "A password reset code has been sent (if an account with that email or WhatsApp number exists)." whether or not the login belongs to an account, so that message alone doesn't tell you anything. If no code comes, see the next section.

If you see "Ask for a reset code here first, then enter it on the next screen.", you opened the code screen without asking for a code in that browser. Ask for it again and enter it on the same phone or computer. If you see "Password reset link is invalid or has expired.", the link is old: start again from Forgot your password?.

The code doesn't arrive

The code goes to the email address or WhatsApp number you entered, nowhere else.

  • Email: look in your spam or junk folder, and check the address shown on the screen for typos.
  • WhatsApp: the number has to be on WhatsApp, with the right country code. If OneView can't send to it, the screen tells you it could not send the code.
  • Select Resend OTP Code (when confirming a new account) or Resend Code (when resetting a password) to get another code.
  • If the screen says "You have reached the maximum number of OTP attempts. Please request a new code." or "The OTP code has expired. Please request a new one.", ask for a new code the same way.
  • If you see "Too many requests. Please wait a moment before requesting another code.", wait a few minutes before asking again.

When the address or number you gave is wrong, correct it instead of waiting. On the confirmation screen, Use an email and Use a number let you send the code somewhere else. In a password reset, select Start over.

It says I must confirm my account

After you register, OneView asks you to confirm your account with a code before it lets you in, and shows "Please confirm your account before continuing.". Enter the code in OTP Code and select Verify Account. If you leave and sign in again later, you land on the same screen.

No code? See the section above. Typed the wrong email or number? Select Use an email or Use a number, enter the right one and select Change email or Change number. If you already set a password, it asks for it as Current password. Registering again with the same login doesn't work, because the account already exists.

I signed up with Google

On the login page, use Or continue with and select Google, with the same Google account you signed up with. You never chose a password, so the password field won't help.

If you registered with email and password first, and your Google account uses the same email, the Google button signs you in to that same account.

To sign in without Google, select Forgot your password? and use your email to set a password. If you see "Authentication via Google failed.", try again and check you picked the right Google account.

I'm signed in but I see the wrong screens

One account can be a team member of an organization and a tenant at the same time, and OneView opens the view you used last. If you manage properties and see tenant screens such as My Leases, select Switch to Personnel View in the menu. To go the other way, select Switch to Tenant View.

No switch in the menu means your account has no active role in an organization. That happens when you haven't accepted an invitation yet, or when your access was removed or suspended. Ask the organization's owner.

You see "This invitation link is invalid or has expired." or "This invitation link is invalid or has expired.". Invitation links stop working after a while, once they have been used or declined, and when the sender cancels the invitation. Open the most recent message you received, since a resent invitation comes with a fresh link.

If that one fails too, ask the person who invited you to send a new invitation. A landlord or property manager does it from Tenants, where pending invitations can be resent. For a team invitation, ask the organization's owner.

Create your account with the same email address or WhatsApp number the invitation was sent to. A tenant who registers with another one sees "Create an account with the invited email address or WhatsApp number to accept the invitation." and is not linked to the lease.

If the message is "You have already accepted this invitation.", you are already in. Sign in normally.

Still stuck

Tenants: contact your landlord or property manager. They can see which email or WhatsApp number your account uses and send you a new invitation.

Owners and team members: message the OneView team on WhatsApp. The app has no general support chat. The one built-in contact sits on the go-live review page, which you reach from Go-live review while your organization is in setup and its membership isn't paid yet: select Message us on WhatsApp. Tell them what the screen showed you, word for word.