Manage Tenant Portal access
Invite tenants, monitor invitation status, share relevant information and remove access when it is no longer required.
The Tenant Portal gives tenants controlled access to information connected to their tenancy. Tenants only see records, documents and requests that are intended for them; private landlord notes and internal records remain separate.
What the Tenant Portal is used for
Shared documents
Tenants can view tenancy documents and files that have specifically been shared with them.
Communication
Landlords and tenants can maintain relevant communication within the portal.
Document requests
Tenants can respond to requests and upload files where the relevant option is enabled.
Maintenance activity
Tenants may submit, view or respond to relevant maintenance information.
Before sending the invitation
- Confirm the tenant record has been created.
- Check the tenant is linked to the correct tenancy.
- Confirm the tenant’s email address is accurate.
- Use a separate email address for each joint tenant.
- Review which documents should be shared.
- Remove sensitive or internal files from the sharing selection.
- Confirm portal access is appropriate for the tenancy.
The invitation may contain an account-activation link. Sending it to an incorrect address could give the wrong person access to tenancy information.
Send the tenant an invitation
Open the tenant record
Select the tenant from the tenant list or open them through the tenancy record.
Open Portal Access
Select the portal, account-access or invitation section within the tenant record.
Review the email address
Confirm the address belongs to the correct tenant.
Select Invite Tenant
Estavo will send the tenant an invitation with the steps needed to access the portal.
Check the status
Return to the tenant record to confirm the invitation is recorded as sent or pending.
Understand the portal invitation status
No portal invitation has been sent to the tenant.
An invitation has been sent but not yet accepted.
The tenant has activated or accessed their portal account.
The invitation expired or portal access has been removed.
Resend a portal invitation
Confirm the tenant has not activated access
Check the tenant record and invitation status.
Check the email address
Correct any spelling mistake before sending another invitation.
Select Resend Invitation
Send a new activation message from the portal access section.
Ask the tenant to use the newest email
Older invitation links may no longer be valid after a new message has been sent.
Automated invitation emails may occasionally be filtered by the tenant’s email provider.
What tenants can access
Portal visibility depends on the tenancy and the records made available to the tenant.
Tenancy information
Selected tenancy dates, property details and other information intended for the tenant.
Shared documents
Files explicitly shared with that tenant or tenancy.
Requests
Document requests, information requests and other portal tasks.
Communication
Relevant portal messages and communication history.
Maintenance
Maintenance records or requests made available to the tenant.
Tenant activity
Relevant updates, submitted files and request statuses.
Do not place private landlord notes or sensitive internal information in documents or messages intended for portal sharing.
Use portal communication
- Open the tenant or tenancy communication section.
- Select the tenant receiving the message.
- Enter a clear subject and message.
- Attach only relevant tenant-facing documents.
- Send the message and check it appears in the communication history.
- Review any tenant reply from the same section.
- Keep sensitive internal discussions outside tenant-facing messages.
Change the tenant’s email address
Changing the tenant’s email may affect their portal account and sign-in access.
Open the tenant record
Confirm you have selected the correct person.
Update the email address
Enter the tenant’s new address and save the record.
Review portal status
Check whether the account remains active or requires another invitation.
Send a new invitation where required
Confirm the new email address before sending.
Each tenant should have their own email and portal account. Reusing an address can connect the wrong person to tenancy information.
Disable or remove Tenant Portal access
Review access when a tenancy ends, a tenant leaves or an account was created incorrectly.
Open the tenant record
Review the tenant, tenancy and current portal status.
Open Portal Access
Select the access-management section.
Select Disable or Remove Access
Use the option that removes the tenant’s ability to sign in.
Review shared records
Confirm documents and requests no longer need to remain available through the portal.
Retain the tenant history
Removing portal access does not require deleting the tenant or tenancy record.
Common Tenant Portal problems
The invitation was not received
Check the email address, ask the tenant to review spam folders and resend the invitation.
The invitation link expired
Send a new invitation and ask the tenant to use the latest email.
The tenant sees no documents
Confirm the relevant documents have been explicitly shared with that tenant.
The tenant sees the wrong tenancy
Review the tenant-to-tenancy connection and remove any incorrect association.
The tenant cannot sign in
Check the invitation status, email address and whether access has been disabled.
A former tenant still has access
Open the tenant record and disable portal access separately from ending the tenancy.
Tenant Portal access is configured
The next guide explains how to renew or extend a tenancy, update dates and review the rent, deposit and tenant records.
Continue to renew a tenancy