Troubleshooting sign-in and invitations
Start with the situation that matches what you see. A building invitation, an account sign-in and a support-ticket email link give different kinds of access. You usually do not need another account to fix a problem.
My building invitation has not arrived
- Check your junk or spam folder.
- Ask the committee member who invited you to check the email address and confirm that the invitation is still pending.
- Ask them to resend the invitation if needed.
- Open the newest invitation and use the invited email address when signing in or creating your account.
The committee can review invitations in People > Members. Invitation codes and links should be shared privately.
I can sign in, but my association or unit is missing
Check the email address on the account you used. If it differs from the invited address, sign out and use the correct account. If it matches, ask the committee to check whether you have joined and whether your membership is linked to the correct unit.
Do not create a new association to get past this screen. A new workspace will not contain your building's existing records.
I can open the workspace, but a tab or action is missing
Ask the person managing People > Permissions to check your role and any individual permission settings. Some residents can view their own property ledger without seeing the association's bank records or reports.
See People, units, invitations and permissions. If your access is confirmed and the problem remains, contact support with the page name and error wording.
The browser keeps sending me back to sign-in
- Close old Our Stairwell sign-in tabs.
- Return to the app or support portal and start sign-in again.
- Check that your browser allows cookies for the Our Stairwell app and authentication pages.
- Try a private browsing window to check whether an old browser session is involved. Some private-browsing settings also restrict cookies.
If one browser works and another does not, include that detail when reporting the problem. Avoid changing unrelated browser settings.
My support-ticket link has expired or already been used
On the access page, expand Need a fresh link?. Enter the email address used for the request and the ticket ID from the original receipt, then choose Email a new link. Use the complete new email link and choose View ticket.
The form shows the same acknowledgement whether or not the details match. If no email arrives, check the address, ticket ID and spam folder. You can also reply to the original ticket email if you still have it.
My ticket is missing from My tickets
Sign in using the email address used for the request, complete any email verification, and choose Claim my email tickets. Email-link access to one ticket does not automatically link all your tickets to an account.
Still need help?
Contact support with the approximate date and time, browser, device, error wording and steps already tried. Say whether the problem affects the association app or the support portal. Never send your password, one-time code, invitation token or full ticket access link.