How Can I Access My Owner Portal If My Phone Number Has Changed and It’s Tied to Two-Factor Authentication (2FA)?
Two-factor authentication (2FA) is there to protect your financial and tax information but it can become a hurdle if your phone number changes.
Audience: property owners who are locked out of their Owner Portal because their phone number has changed and they can’t receive 2FA codes.
This is a common issue and it's fixable, but it does require identity verification.
Here's how to get access restored safely.
Frequently Asked Questions
Why can't I just log in with my password?
Because 2FA is required for accounts that contain financial data.
Can I update my phone number myself if I'm locked out?
Not without first verifying your identity.
Is this a technical error?
Usually no, it's a security safeguard working as intended.
Will this delay my payments?
No. Portal access issues do not affect accounting or disbursement processing.
Why 2FA Is Required
The Owner Portal contains:
- Banking-related information (view-only)
- Payment history
- Tax documents
- Trust accounting data
2FA helps prevent:
- Unauthorized access
- Fraud attempts
- Account takeovers
So changes to 2FA details must be handled carefully.
What to Do If Your Phone Number Has Changed
When you can't receive 2FA codes:
Step 1: Request a 2FA Reset
You'll need to request a reset so your phone number can be updated securely.
This typically involves:
- Verifying your identity
- Confirming ownership details
- Confirming your email on file
Step 2: Identity Verification
To protect your account, you may be asked to confirm:
- Recent property activity
- Ownership details
- Personal or business information on file
This prevents unauthorized access.
Step 3: Update Your Phone Number
Once verified:
- Your old number is removed
- Your new number is added
- 2FA is re-enabled
- You'll be able to log in normally again
Why This Can't Be Done Instantly
Allowing instant changes without verification would:
- Create fraud risk
- Expose owner funds
- Violate security best practices
A short delay protects you long-term.
What If I Changed My Number Recently but Still Have Access?
If you can still log in:
- Update your phone number proactively
- Test 2FA before logging out
- Confirm the new number works
This avoids lockouts later.
Common Mistakes to Avoid
- Waiting until you're completely locked out
- Assuming email alone bypasses 2FA
- Sharing verification codes with anyone
- Using temporary or shared phone numbers
A Helpful Owner Perspective
If you're locked out, it's easy to feel frustrated, but remember these steps exist to protect your money, not slow you down.
Once reset, access is usually restored quickly.