Help · Getting started
Activating your access
Set up your access to the customer portal with the activation code from the invitation letter.
How to activate your access
Your property manager sends you an invitation letter with a personal activation code (four groups of letters and digits, for example ABCD-EFGH-JKMN-PQRS) and usually a QR code.
- Scan the QR code with your smartphone's camera – the code is then already in the field. Or, on the sign-in page under New here?, tap Enter code and type in the code. Upper and lower case, spaces and hyphens do not matter.
- Tap Next. If the code is valid, you will see the name of your property manager.
- Check Your name and Email address – usually both are already filled in with the details your property manager has on record; change them if necessary. Then tap Send confirmation link.
- Open the email and tap the link, then Sign in now. Only now is your access set up.
- Create a passkey straight away – you can then sign in with your fingerprint or face in future, see Account & security.
In the customer portal app
If you activate your access in the app, it opens the portal's sign-in page in a separate window. Tap Enter code there and proceed as described above. Open the link from the e-mail, return to the app and tap I have opened the link – continue – you then connect the app to your access.
If it does not work
| Message | What you can do |
|---|---|
| “The code is invalid, has expired or has already been used” | Check the code carefully again (characters that are easily confused, such as 0/O or 1/I, do not appear in the code). If it has expired or has already been used, ask your property manager for a new invitation letter. |
| No email has arrived | Wait a few minutes and check your spam folder. The link is valid for 24 hours – after that, simply enter the code again. |
| “The link is invalid, has expired or has already been used” | Each link works only once and for 24 hours. Enter the code again and request a new link. |
| “Too many attempts” | To protect against codes being guessed, entry is blocked for a short time. Wait a few minutes. |
If you already have an account and have received another invitation letter (for example for a second flat), you do not need a second account: sign in first and then enter the code – the new access is then added to your existing account, see Multiple accesses.
Translation of the German version; the German version is authoritative.