Cannot log into the Rent Relief Portal and complete a Password Reset

The Rent Relief Portal automatically locks you out of your account after three unsuccessful login attempts.  Follow the steps below to reset your password and unlock your account.

Step-by-Step Process

1. Go to the Login Page and click "Forgot your password?"
2. A “Forgot your password” window will appear.
3. Enter your login information
4. Enter the CAPTCHA code
5. Click on “Change Password”.                                       
6. A password reset link will be sent to the email we have on file for your account.
7. Check your email for the password reset link. Check your spam or junk folder if you do not see the email in your primary inbox.
8. Click the password reset link in the email which will direct you to the login page where you can create your new password.

Troubleshooting: Not receiving the Reset Rent Relief Portal Password link

There are times when you will experience not getting the link on how to reset your password in your primary inbox. To quickly resolve this issue, kindly follow the steps below:

• Checking your spam/junk folder; sometimes the email lands in your spam, promotions, or junk folder.
• Clearing the cache and cookies of your browser; here’s a quick guide on how to do that in each main browser. 
• Trying a different browser. We want to get it working in the right browser for you, but this will help us narrow down where the problem is occurring.

Troubleshooting: Not receiving the Two-Factor Authentication Code

As an added protection in your application, we utilize sending 2FA (Two-Factor Authentication) codes through your registered email address or mobile number when you attempt to log in to your Rent Relief profile. At times, this 2FA code may not be sent or received. Here are common reasons why this happens and its corresponding resolution:

REASON	RESOLUTION
The carrier or email service provided may have blocked such messages.	Check your carrier or email service provider’s settings
Your SMS mailbox may not have sufficient space to receive new messages.
The 2FA messages may be blocked by your phone settings.	Check your phone settings.
You may have a poor network connection.	Try to log in again at a later time when the network connection seems stable.
Your mobile number may be entered incorrectly in the Rent Relief Application system or no longer active	Our team may be able to confirm and/or update your mobile number. Kindly provide our support team with your full name, email address, registered mobile number, alternate/new mobile number, and Loan ID (if possible)