Below are answers to some possible questions that you might need to answer regarding the new Resident Portal.
I had a VIVO account, do I need to recreate an account for the Resident Portal?
- Nope! You will use the same email address and password that you used with your VIVO account.
- Some residents might have previously logged in using a username and may need to be reminded as to which email address they used with their account. The email address they need to log in with can be found under the VIVO Accounts [OLD] section on the Management App.
- Some residents might have previously logged in using a username and may need to be reminded as to which email address they used with their account. The email address they need to log in with can be found under the VIVO Accounts [OLD] section on the Management App.
I think I had a VIVO account, but I’m not sure. What should I do?
- If you can see that they previously had a VIVO account, you can send them a Migration Email through the green button in the Management App. This will send them a link that will take them straight to the “Account Migration” page.
- They can also click on the Register button and go through the Registration process – whether they had a VIVO account previously or not.
I had a VIVO account but I don’t remember my password. When I click “Forgot Password”, it says that no account was found. What should I do?
- The “Forgot Password” option will not work until an account has been migrated to the Resident Portal.
- If you see their account listed in the VIVO Accounts [OLD] section, send them a Migration email. They will then set up their Profile and set a new password.
- They can also just click on the Register button and go through the Registration process – whether they had a VIVO account previously or not.
- The new website has a more complex Password requirement, which is why everyone is being prompted to change their password during the Registration/Migration process.
When I’m registering for a Resident Portal account I’m being asked for an account number and authorization code, but I only have an account number. What should I do?
- The website asks for an account number OR authorization code. If they have their account number, they do not need to enter an authorization code.
- The authorization code is a feature that will be made available in a later release.
This process is frustrating; is there something you can do to make this easier?
- Send them an Account Invitation (previously “VIVO Token”). Pull up their unit in the Management App and click on their name. Then click on the button in the Resident Portal section that either says “Send Migration Email” or “Send Account Invitation”. This will take them to the “Account Migration Page” or the “Finish Setting Up Your Profile” page.
- Account Migration Page
- Finish Setting Up Your Profile Page
- Account Migration Page
I’m logged into the Resident Portal and I want to change my password. How do I do that?
- Click on your name in the top right hand corner and select My Account. You’ll then see the button to Change Password.
How do I log off of my Resident Portal account?
- Click on your name in the top right hand corner and select My Account. You’ll then see the button to Log Off.
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I’m logged into the Resident Portal, how do I make a payment?
- Click on the Financial button on the left and select Make a Payment.
- From Financial > Overview and Financial > Ledger they’ll have buttons for all of the different payment methods.
I’m logged into the Resident Portal, how do I submit a Work Order?
- Click on My Home (or My Community) and select Work Orders. You can either click the green +New button in the top right or click New Work Order at the bottom of the page.
Other Things to Know
- Just because you can’t see a tab in the Management App (Vehicles or Work Orders) does not mean that the tab does not exist in the Resident Portal. If the homeowners see those tabs and you do not, then that information for the association is stored in their Onsite Portal. You will be able to see this information if you Impersonate their account.
- Some associations have a Postings tab (both in the Resident Portal and in the Management App), and this is basically an “online garage sale”. If a subcategory has a lock next to it, then only Management can post things in that subcategory. All posts have to be reviewed by Management before being posting in the Resident Portal.
- If someone is accessing the website through a mobile device, the navigation bar and the My Account section is located by clicking on the button that contains three horizontal lines in the top left corner.