Incident Troubleshooting

Are you experiencing a problem with the Latchel portal or a certain feature within your Latchel portal? Please follow the steps outlined below to troubleshoot and report this issue to your Customer Success Manager.

Latchel Portal Troubleshooting Step

1. Log out & back into the portal

2. Hard Refresh

3. Attempt to open the portal in Chrome.

4. If it does not work, contact us via email at success@latchel.com. Include:

   1. Browser type

Latchel Chrome Plug-in

1. Update the plug-in to ensure you have the latest version installed.

2. Uninstall & reinstall the Latchel plugin

3. Verify you’re logged into the plug-in

4. Verify the Latchel user is active under your Appfolio users

5. Report the issue with our tools

Partner API

1. Contact us via email at success@latchel.com. Include:

   1. To which API URL are you making a request (and, if applicable, what data are you including)?

   2. What HTTP Response Code is being returned with the response?

   3. What data is being returned from the request? What data was expected?

Propertyware Integration

1. Contact us via email at success@latchel.com

Rent Manager Integration

1. Rent Manager Troubleshooting Guide

2. If it does not work, contact us via email at success@latchel.com

SMS

1. Log out & back into the portal

2. Hard Refresh

3. If it does not work, contact us via email at success@latchel.com

4. If you have a question or a request for the team, please contact us via email at team@latchel.com

Webchat

1. Log out & back into the portal

2. Hard Refresh

3. If it does not work, contact us via email at success@latchel.com

4. If you have a question or a request for the team, please contact us via email at team@latchel.com

Webhooks

1. Contact us via email at success@latchel.com. Include:

   1. Date the webhook stopped working

   2. Are webhook requests being sent with incomplete information? Or are they not being sent at all?

Work Order Submission Page

1. Log out & back into the portal

2. Hard Refresh

3. If it does not work, contact us via email at success@latchel.com

Work Order Status, Email, and Task Updates, and Notifications

1. Task notifications not sending? Ensure your notifications are on by clicking here.

2. Work order notifications not sending? Ensure you are added to the user group for notifications by clicking here.

3. Contact us via email at success@latchel.com

Can’t find what you’re looking for?

If you’re having trouble with a feature that is not mentioned above, contact us at team@latchel.com.