My tenant has lost access to their portal account. What do I do?
Point them at 'Forgot password' first; if the email address itself is wrong or gone, use 'Reset portal account' to clear the old login and issue a fresh invite.
Try the simple route first: the tenant login page has a Forgot password link that emails them a reset. That handles most cases and doesn't need you at all.
If the problem is the email address itself — they've lost access to the mailbox, or it was recorded wrong — use Reset portal account, available from your tenant database and from a link on the tenant's own tenancy page. It deletes the old login, unlinks it from the tenant record, and issues a fresh invite code, which is emailed out automatically.
Worth knowing: Both changing a tenant's email address and resetting their portal account are written to the tenancy audit trail and emailed to the tenant, so there's always a record of who moved their account and when.
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Not legal advice
These answers describe how Tenarize works and summarise the law in England as the product implements it. They are not legal advice about your situation, and the law changes. For free independent help, Citizens Advice and Shelter both cover renting in England; for anything unusual or contested, take advice from a solicitor.
Tenarize does not currently support Scotland, Wales or Northern Ireland, whose tenancy regimes are different.