I'm having troubles logging in!

The most common login issues occur when people use an incorrect (or alias) email address.

For a list of common login errors, see the list below.

Alternatively, feel free to email the support team at [e-mail] for assistance! 

 

"Invalid email address or password."

This means the email address you are trying to login which does not exist in our system.

This most commonly occurs when existing FamilyProperty Users try to login with an alias email address or a personal email address, OR when a client tries to login using an email address different to the email address they've been invited with.

For example, if your FP User account is tied to [e-mail], but you try to login with the alias email [e-mail], this will fail with an "Invalid email address or password" error message. 

Similarly, if you invite [e-mail] to their Matter, but they try to login to FP using their personal @gmail.com email address, we will display an "Invalid email address or password" error message.

Please double check you are using the correct email address, or reach out to [e-mail] if you're stuck.

 

"Sorry, we couldn't find a matter that you have access to."

This means the email address you are trying to login with does exists in our system, but does not have access to any Matters.

This most commonly occurs when someone tries to login to FamilyProperty using an email address which does not exist in our system. Then, when this fails, they click "Sign Up" to create an account. 

After signing up, their email address does exist in our system, however, this FP User has not been given access to any Matters.

For example, if your FP User account is tied to [e-mail], but you try to login with the alias email [e-mail], you will see an "Invalid email address or password" error message. 

If you then click "Sign Up" and create an account for [e-mail], this email address does now exists in our system. However, we will not automatically grant access to Matters, so when you login, there is no Matter/s for us to display. 

Please double check you are using the correct email address, or reach out to [e-mail] if you're stuck.

 

I'm stuck on a blue loading circle after putting in my credentials.

This points to a network or connectivity issue, though can sometimes be related to a particular Matter. Please reach out to [e-mail] for assistance.