Troubleshooting

A resident cannot sign in

Sign-in links go to the address on the member's record. Check that address is right, then check their spam folder. If both look fine, email us and we will look at whether the message was delivered.

A board member cannot see dues

Dues and payment settings require the Admin role. Managers can do everything else but not dues. Change their role under Members.

A property has no invoice

Invoices generate only for properties that have at least one resident attached. Check the property has a resident, then check it existed before the period was generated.

A payment says "Processing" and has for days

That is a bank transfer settling, which takes a few business days. It is not stuck. If it fails, the invoice reopens and the homeowner is emailed.

Dues are turned on but residents see nothing

Online collection needs Stripe connected and verified. If Stripe is still verifying the association, residents will not be able to pay yet.

Still stuck

Email support@hoagrove.com with your community name. Support is included on both plans and a person answers.