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Portal: Account Management — Changing Email, Invoices & Ownership

This article explains how to change a team member's email address, request invoice copies, update ticket notification email, and transfer account ownership in Portal.

Written by Sarah Mousavi

Overview

Some account management tasks in Portal cannot be done by directly editing a field. This article covers the most common account-level requests and the correct steps or workarounds for each.

Changing a Team Member's Email Address

Email addresses cannot be edited directly once a team member invite has been sent. The workaround is to invite the new email and remove the old one.

  1. Go to Teams in the Portal dashboard.

  2. Click Add Team Member → enter the new email address → assign their role → Send Invite.

  3. Once the new user accepts the invite and activates their account, their role is already set. You can edit it anytime by clicking the 3 dots next to their name → Edit Role.

  4. Go back to Teams → click the 3 dots next to the old user → Remove Team Member → confirm.

Note: The new team member must activate their account before they appear in the Key picker or can be assigned door access.

Getting Invoice Copies

Portal invoices are not available self-serve in the dashboard. To request invoice copies:

  1. Contact the support team via the chat widget.

  2. Provide the date range you need invoices for.

  3. The team will send the copies directly to you.

Updating the Email for Support Ticket Notifications

Ticket notification email cannot be changed self-serve. Only the support team can update which email receives ticket replies and status updates.

To request a change:

  1. Open a chat with the support team via the widget.

  2. Provide the ticket number and the email address you want updates sent to.

  3. The team will update it on their end.

Transferring Account Ownership

The Owner role can be transferred to another team member.

  1. Go to Teams → Add Team Member → enter the new owner's email → assign the Owner role → Send Invite.

  2. Once they activate their account they will have full Owner access.

  3. Optionally remove or downgrade the previous owner's role by clicking the 3 dots next to their name → Edit Role or Remove Team Member.

Note: Only one Owner can exist per property. The Owner has full access to all settings.

Troubleshooting / FAQs

Portal: I need to change the email on this account — a staff member left the company
You can't edit the email directly. Invite the new email as a team member, assign their role during the invite, then remove the old profile. See steps above.

Portal: I need a copy of our invoices
Portal invoices are handled by the support team. Contact support via the chat widget with the date range and they will provide copies.

Portal: I asked to update the ticket notification email but Fin couldn't do it
This is correct — Fin cannot update ticket settings. Contact the support team directly via the chat widget with your ticket number and the new email address.

Portal: How do I change who the account Owner is?
Invite the new owner as a team member, assign Owner role during the invite, then remove or downgrade the previous owner. See steps above.

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