When a resident can't log in, you can usually get them back in on the same call. Walk them through Forgot Password?, and check their profile when the problem is an outdated email or phone number.

When to use this

• A resident calls or writes because they can't log in to ParkingPass.

• A resident is stuck partway through registration or login.

What to do

1. Walk them through Forgot Password. This fixes most cases. Ask the resident to go to app.parkingpass.com, click Forgot Password?, enter the email on their account, and submit. Then have them check their email, including spam, and set a new password.

2. If that doesn't work, check their profile. Search for the resident on your dashboard, open their profile, and compare the email and phone number on file with what they're using.

3. Fix what's wrong. Click Quick Actions → Update User Info to correct the email or phone number. See Updating a resident's account details.

4. Close it out. Have the resident try Forgot Password? again. If it still fails, email support@parkingpass.com.

Common scenarios

The reset email isn't arriving

What's happening: The email on the resident's profile may not match the one they're using.

What to do: Open their profile and check the email on file. If it's wrong, update it with Quick Actions → Update User Info, then have them try Forgot Password? again.

What to say: "The email on your account was different from the one you're using. I've updated it, so try Forgot Password again and the reset link should come through."

They aren't getting any email from ParkingPass

What's happening: This is usually a delivery problem, not a password problem.

What to do: Follow Trouble receiving email notifications.

What to say: "It looks like our emails aren't reaching your inbox. Let's check your spam folder and safe senders list together."

Their SMS code isn't arriving

What's happening: The phone number on their profile may be outdated.

What to do: Check the phone number on their profile and update it with Quick Actions → Update User Info if needed. Then have them try again.

What to say: "Your code was going to an old number. I've updated it, so try logging in again and the code should come to your current phone."

They can't remember which email they used

What's happening: The resident doesn't know the email on their account.

What to do: Search the resident directory by name, unit number, or license plate. Share the email on file, and update it if it's wrong.

What to say: "Your account is under [email]. Use that address with Forgot Password, and you'll get a reset link."

They never received their invitation or verification email

What's happening: The original email didn't reach them.

What to do: Resend the verification or invitation email from the resident's profile.

What to say: "I've resent your invitation. Check your inbox, including spam, in the next few minutes."

Important notes

• What you can do: update a resident's email, phone number, and other profile fields, and resend their verification or invitation email.

• What you can't do: reset a resident's password, bypass SMS verification, or see their password. Every password change goes through Forgot Password?, and passwords aren't visible to anyone, including ParkingPass support.

• SMS and email verification are security features across ParkingPass and can't be turned off on request.

• Email support@parkingpass.com if Forgot Password? still fails after these steps, an account stays locked, you can't fix a wrong email from the profile, or you suspect a security issue. Include the resident's name and email on file, your community's name, what's happening, what you've tried, and any error messages.

• To see a resident's sign-in attempts, see Login Attempts overview.