What to do if a landlord can't log in to their account or reset their password.

What to do if a landlord can't log in to their account or reset their password.

If one of your landlords is having problems logging into their account or resetting their password, you can try the following suggestions:

If a landlord is having problems logging into their Studentpad/Localpad or Lettingspad account

Ask them what email address they're using and check their account for them to make sure it is the right email address. Landlords can enter email addresses into several places in the software but only one of these fields is associated with their log in (demonstrated below).

Click on the My settings/logout icon:


Then in the drop down that appears click on My account settings on the left hand side:


Then click on the General tab and the landlord's email address (that they use for logging into their account) should be in the Email field shown in the screen shot below:


Now you will know what email address the landlord should be using to log in you can confirm this to the landlord.

If they're still having problems logging in, the landlord now needs to make sure their getting the password correct.

If the landlord is entering their password and it's not letting them log in, first check that they're typing it in accurately and that they don't have Caps Lock turned on. They can also click on the eye icon to the right of the password field which will show the password they are typing in. If the landlord has accurately entered what they think is their password and they are seeing the password on the screen and you've confirmed they're typing in the correct email address, at this point you know the password must be incorrect.

If the landlord hasn't made a note of the password anywhere / or has forgotten their password or is still having problems logging in, it may be best for them to reset their password.

How the landlord can reset their password

To do this they need to go to https://control.studentpad.com/login and click on the Forgotten Password link:


On the next screen they need to enter their email address and click on the Request password button. This will send the landlord an email with a link in it. When the landlord clicks the link they will be taken to the control site and prompted to enter and then confirm their new password. Once the new password has been created they will be able to log in.

If the landlord can't see the password reset email in their inbox they should check their junk/spam/clutter folders.

If, after the landlord has reset their password, they still can't log in, they could have made a typographical error when resetting their password or they could be mis-typing when trying to log in for the first time, or perhaps they reset their password with Caps Lock enabled. In this case they may need to reset their password for a second time.

It is essential that landlords type carefully when resetting their password as it is easier than you might think to mis-type and equally as easy to mis-type when confirming a new password (e.g. for someone that touch-types). At this point it is helpful if they click the eye icon to make sure they're fully aware of what they're typing when they reset their password.

What if the landlord still can't log in?

If the landlord is still having problems logging in, this may be due to an issue with their web browser or their device.

Check what browser they're using. If they're using an older browser like Internet Explorer, it may not be compatible with modern web standards meaning that some elements of the website may not work. Always make sure your landlords are using the latest version of a modern browser such as Google Chrome or Mozillla Firefox.

Check that the landlord doesn't have a pop-up blocker or ad blocker enabled or anti-virus software enabled. Any of these can interfere with how our software works. If the landlord doesn't know how to disable things like ad-blockers, the quickest solution can sometimes be to ask them to try using a different browser to the one they're having problems using (please ensure it's a modern browser though). You can also ask them to try using a different device (e.g. tablet) especially if they've been using a device running a really old operating system.