Troubleshooting

Start with the section that matches what you see. Preserve the exact error message when asking for help.

I cannot sign in

1. Confirm you are using the email address that received the invitation.
2. Use Forgot password if the password is uncertain.
3. Use the newest confirmation or reset email; older links may no longer work.
4. Check filtered or spam mail.
5. If your invitation was sent to the wrong address, ask an administrator to replace it.

A page or menu item is missing

• Check the community name at the top of the sidebar.
• Review Roles and access.
• Ask an administrator to confirm your role and membership.
• For a missing resident unit or invoice, ask them to verify your unit assignment and ownership record.
• Follow any subscription or access banner shown at the top of the app.

A list looks empty

Clear search text and active filters. Check other tabs such as open, overdue, paid, needs review, or trash. Refresh once after clearing the filters.

A file will not upload or download

• Check that the upload has fully completed before submitting the form.
• Confirm the file type and size are accepted.
• Keep the browser tab open during the upload.
• Return to Avelden for a fresh download if an older link expired.
• Ask a manager to confirm that you still have access to the file or its related record.

An online payment did not appear

Do not immediately pay again. Return to the invoice and refresh after a short wait. Check whether Stripe showed a success, cancellation, or failure message. If the charge appears at your bank but not in Avelden, send the community billing team the invoice number, amount, approximate time, and Stripe receipt or reference—never the full card number.

A bank transfer is still pending

Bank-transfer submissions require community review. Confirm that you submitted the correct reference and proof, then contact the community billing team. Only they can verify the transfer against the community’s banking records.

Contact support

Include:

• Community name
• Page or feature you were using
• What you expected and what happened
• Exact error message
• Approximate time and time zone
• Browser and device type

You may include a screenshot after hiding private information. Never send a password, one-time code, full payment-card number, or unnecessary identity document.