If you're locked out of your building right now, jump to I'm locked out — what do I do?.
Common access problems at a glance
Symptom | Most likely cause |
"Account not found" or "We can't find that email" | Wrong email used, or you haven't been invited yet |
"Workspace not found" or you don't remember it | Forgot the workspace name |
You can sign in but doors / app are empty | Credential expired or access group missing |
"Your account has been deactivated" message or "Account not found" or "We can't find that email" | Account deactivation (lease end, non-payment, manual revoke) |
App or web login screen rejects everything | Email mismatch, deactivation, or invite never completed |
Cause 1 — Wrong email or email mismatch
You can only sign in with the exact email your property manager invited you under. Common reasons for a mismatch:
You're trying a personal email but were invited under a work email (or vice versa)
The invite went to an old address that's no longer active
A typo in the original invite
What to do
Check your inbox (and spam) for the original Swiftlane invite. The "To:" address is your account email.
Try signing in with that exact name - without any spaces .
If you no longer have access to that mailbox, ask your property manager to re-issue the invite to your current email — they can update it on the user record.
Cause 2 — Forgotten or incorrect workspace name
Swiftlane sign-in flows ask for a workspace name (sometimes called account or workspace name). If you can't remember it:
Look in your original Swiftlane invite email — the workspace appears in the welcome message and the URL of the sign-in link.
If you've signed in before, the workspace name is stored on the device — clearing the app or using a new device drops it.
In Swiftlane app - Click on "Don't know your building/ workspace name?" and enter your email. Which would send all the workspace names that email is associated with.
Ask your property manager or building admin for the workspace name. They see it on the dashboard.
If you accidentally try the wrong workspace, you'll get a "Workspace not found" or "Account not found in this workspace" error. Try the correct one — credentials don't carry across workspaces.
Cause 3 — Account deactivated
A deactivated account can't sign in to web or mobile. Deactivation happens when:
Due to a deactivation date set by a property management tool. (AppFolio, Yardi, Brivo etc)
A property manager manually deactivates a user (lease end, turnover, security event)
A building account itself is paused (typically for non-payment — see Billing self-serve)
A workspace migration moved you to a new account and the old one was disabled
What you'll see
"Account / Email not found" message
Sign-in succeeds briefly then signs you out
Mobile app loads but shows no doors and prompts you to sign in again
What to do
Reactivation requires your property manager or account admin — Swiftlane support cannot reactivate on their behalf
Contact your property manager and ask whether your account is active
If it was deactivated by mistake, they can reactivate from Users → your record → Reactivate
If it was deactivated for a real reason (lease ended, non-payment), they'll tell you what's required to restore access
I'm locked out — what do I do?
Contact your property manager / building staff — they're the only people who can reactivate your account or re-issue your invite. Swiftlane support cannot do this on their behalf.
If after-hours, ask building staff for a backup PIN, key, or fob to let you in temporarily.
Check your email (including spam) for a recent Swiftlane invite — sometimes a renewal has already been sent.
Call the building's emergency line if there's no other way in. Most buildings have an after-hours contact.
We know this is stressful. The fastest path back in is your property manager — not us.
Self-serve recovery checklist (before you contact support)
Walk through these in order. Most issues are resolved by step 4.
Confirm you're using the exact email from your original Swiftlane invite
Confirm you have the correct workspace name (it's in the invite email)
Try a password reset (forgot password link on the sign-in page)
Make sure login code is being entered correctly
Ask your property manager whether your account is active or deactivated
Ask your property manager whether your credential is still within its lifespan
If you've changed phones recently, reinstall the Swiftlane app and sign in fresh
How to request a re-invite (residents)
Send your property manager this message:
"Hi, I can't sign in to Swiftlane. Could you please confirm my account is active and re-issue my invite if needed? My email, full name, Phone number is [your email, full name, Phone number] and my unit is [unit number]. Thanks!"
For property managers — recovery from your side
Open the Swiftlane Admin Console.
Go to Users → search for the resident's email or name.
Read the user's status:
Active + invite expired → click Re-invite
Inactive or Deactivated → click Reactivate, then re-invite if needed
Not in system → click Add user and assign the correct access group
If the email on file is wrong, update it on the user record before re-inviting.
Confirm the user receives the invite and can complete enrollment.
For bulk re-issues (e.g., after a lease renewal cycle), use the CSV upload option under Users.
Avoiding repeat lockouts
Make sure your property manager has your current email and phone
If your lease is being renewed, ask them to extend your Swiftlane access at the same time
Don't delete the Swiftlane app between leases — when you're re-invited, signing back in is faster
Save your workspace name somewhere safe (password manager, notes app)
Impact when access fails
It's worth flagging the downstream effects so customers and managers understand the urgency:
Inability to access Swiftlane via web or mobile — no door / elevator unlocks
Disrupted workflows and delayed tasks for staff, residents, and visitors
Confusion over whether the issue is credential-related or account status — leading to repeat tickets
That's why a clear self-serve path matters: most lockouts can be resolved without a support ticket if the right cause is identified quickly.
When to contact Swiftlane support
Most access issues are resolved by your property manager. Contact us only if:
Your property manager re-issued an invite but you never received it (we can verify delivery)
The Swiftlane app shows an error you can't get past (e.g., a server error after a fresh invite)
Your property manager is unreachable and the building has no after-hours staff
You've worked through the recovery checklist above and nothing has changed
You can reach out to us at : [email protected] / 888-884-4005 we are available 24/7