Troubleshooting Tenant Portal

Overview

If you can't find your tenancy, documents or messages, you're almost always signed into the wrong account or a different email. Click your name in the navigation menu (bottom-left on desktop) → check the account shown is yours, and Log out and sign back in if it isn't → then open Settings → Account information and confirm your Email address matches the one your invitation was sent to. If you're signed in correctly and it's one specific thing you can't find (your rent history or a document), see Can't find something specific? below.

Check you're in the right account

See whose account you're in

In the navigation menu, click your name to expand it (it sits in the bottom-left corner on desktop). The name shown is the account you're currently signed into.

Understand why it can be wrong

On a shared device, Keyhook keeps you signed into whichever account logged in most recently, so you may be looking at a flatmate's or family member's account instead of your own.

Log out if it isn't you

With your name expanded, click Log out.

Sign back in as yourself

On the Log in screen, enter your Email and Password, then click Log in. If you've forgotten it, click Forgot your password? to reset it.

Note: Your tenancy, documents and invitations are tied to the exact account your property manager invited, while you're signed in as anyone else, none of them will show.

Make sure your email matches your invitation

Open your account information

Click your name in the navigation menu, then Settings → Account information. The My Account page opens.

Find your email address

In the Login Details section, read the Email address shown for this account.

Compare it with the invitation

Check it's the same address your property manager sent the invitation, agreement or documents to, for example the address on the invitation email in your inbox.

Note: Invitations and tenancies are matched to your account by email address. If the address you signed up with is different from the one your manager invited, nothing will appear even when you're logged in correctly.

Switch between your account types

Expand your name

Click your name in the navigation menu to expand it. If you're both an Owner and a Tenant, for example, this is also how you switch between your Owner and Tenant portals.

Look for the account-type switch

If you use Keyhook in more than one way, an Active account type switch appears, with a button for each role on your account, for example Property Manager, Tenant or Property Owner. If you have more than one role with Keyhook but the Active account type switch isn't showing, contact Keyhook Support. They will need to enable it on your account.

Switch to Tenant

Click Tenant to switch into your tenant view and see your tenancies.

Note: This is still one account with more than one role. Switching the type only changes the view you see, it doesn't log you out or move your data.

Update or confirm your email address

Open Account information

Click your name → Settings → Account information, and go to the Login Details section.

Edit your email

Update the Email address field to the address you want on the account.

Enter your current password

Type your Current password. Keyhook needs it to confirm the change.

Save

Click Save.

Confirm the new address

Keyhook emails a confirmation link to the new address. Until you confirm it, an Email pending confirmation note shows on the page and a banner warns your email address has not been confirmed. Click Confirm email address and follow the email.

Note: If your invitation went to an email you can't switch to (for example it's invalid, or one you don't have access to), don't create a duplicate account. Ask your property manager to re-send the invitation to the email you actually use.

Still can't find your tenancy?

Read your dashboard message

If your Dashboard shows No active tenancies, the tenancy either isn't linked to this account yet or a tenancy you've signed is still being confirmed.

Look for a waiting invite

A pending invitation shows as a Tenancy Invites card on the dashboard. Click Accept Invite to join the tenancy.

Contact your property manager

Your property manager controls the invitation and the email address it was sent to. Ask them to check the address on file and re-send it if needed.

Contact Keyhook support

If you're still stuck, open Settings → Email support to email the Keyhook team, or use the Help Center link in the menu.

Can't find something specific?

You're signed into the right account, but one particular thing isn't showing. These two are the most common.

Your Rent Ledger isn't where you expect

Look under Invoices

Your rent and other charges appear in the Invoices section of your tenancy page, which is where you'll find your rent history.

Open your tenancy

From your dashboard, click into your tenancy and scroll to the Invoices section.

Read your payment history

Each row shows Amount Due, Amount Paid, Due Date and Status for one invoice; together these make up your full rent history.

A document you were told about is missing

Check the Documents section

Open your tenancy and scroll to the Documents section. It lists both property documents (like Healthy Homes reports) and tenancy documents (like your signed agreement).

Understand why one might be missing

This section only shows documents your property manager has made visible to tenants. Anything they've kept private is left out completely, with nothing to show you that it exists.

Ask your property manager

If you're expecting a specific document and it isn't there, ask them to check it's attached and shared with tenants rather than marked private.

Frequently asked questions

Why can't I see my tenancy, documents or messages?

Almost always because you're signed into the wrong account or a different email. Click your name to check whose account you're in, then open Settings → Account information and confirm your Email address matches the one your property manager invited.

The app keeps opening someone else's account. Why?

On a shared device Keyhook stays signed into whoever logged in most recently. Click your name, choose Log out, then sign back in with your own Email and Password.

How do I reset my password?

On the Log in screen click Forgot your password?, enter your email, and follow the reset link Keyhook emails you.