My tenant has changed her email address and no longer has access to the old one. In trying to change it, she has managed to create a new account with the new email address, so when using the recovery tool, it is saying that an account with the new email address already exists. What can I/she do to get this sorted as it’s been going on for months. She isn’t very IT literate; I cannot contact Customer Services on the phone and trying to get them to help via email has been a waste of time as they just keep resending the same generic answers. It literally took me 2 minutes to change her email address on the “My Deposits”
Erm get tenant to delete their ‘new’ account. Then follow recovery process properly. Simples
Or tenant could create a different new email address for themselves and do the recovery process using that instead.
Bit of a faff but you.could ‘renew’ the tenancy in Openrent and remove existing tenant and add new tenant (with the new details). (Starts a new tenancy contract which then means you can’t evict on grounds 1/1A for a year but may not matter to you)
Good luck
Thanks, never thought of the delete account option.. She struggles with IT, so I’ve sent her instructions. Fingers crossed. I don’t want to renew the tenancy s hoping to sell up soon.
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