Property owners · Troubleshooting
Property owners: troubleshooting
Fixes for common property owner problems and error messages. For how it works, see Property owners; for step-by-step instructions, see Property owners: how-to.
I can’t see Property Owners, or there’s no Edit or Add button
Section titled “I can’t see Property Owners, or there’s no Edit or Add button”Why it happens: your role doesn’t include Property Ownership, or only lets you view it. Remove ownership, Regenerate, New child company and a child company’s Update button also need edit permission for Finances; settlement amounts need Settlements; an owner’s property list needs Properties.
How to fix it: ask an admin to give your role the permission you need. See Who can use it.
Finances says “You have {n} properties with no ownership information”
Section titled “Finances says “You have {n} properties with no ownership information””Why it happens: those properties have no ownership type yet, so COHO can’t attach financial records to them.
How to fix it: click View on the message, then Add property ownership information for each property. For managed and master lease properties, pick or add the landlord: notes alone aren’t enough. See Set up a property’s ownership.
“Property already has ownership set”
Section titled ““Property already has ownership set””Why it happens: the property already has an ownership record, even if it’s incomplete.
How to fix it: use Edit ownership on the property’s Property Ownership panel instead of adding it again.
A landlord has two records, or appears twice in settlements
Section titled “A landlord has two records, or appears twice in settlements”Why it happens: they were added twice: for example once in Property Owners and again as a New landlord in a property’s ownership form. COHO doesn’t merge owners with the same name or email.
How to fix it: decide which record to keep. Usually it’s the one with the property linked and the costs you added, such as maintenance invoices. Link every property to that record with Edit ownership > Existing landlord, then Archive the other. Archived owners drop out of settlement lists.
Rent is missing from an owner’s settlement after changing ownership
Section titled “Rent is missing from an owner’s settlement after changing ownership”Why it happens:
- The property was Owned when the rent was recorded, so the rent counted as your own income. Changing to Managed with Leave as is doesn’t convert it.
- The owner was changed with Leave as is, so unsettled rent stayed with the previous owner.
- The owner’s settlement start date is after the rent.
How to fix it: on the property, click Edit ownership, keep the settings, choose Regenerate and click Update. Check the owner’s Start from date in Property Owners. For other settlement problems, see Finances & reports.
Costs stayed with the old owner after I changed the landlord
Section titled “Costs stayed with the old owner after I changed the landlord”Why it happens: Regenerate only rebuilds items that come from rent. Costs and charges you added yourself, such as maintenance invoices, stay with the owner they were created for. Settled items and items on a draft settlement never move.
How to fix it: settle those items with the previous owner. If an item should belong to the new owner and isn’t settled, delete it and add it again in Finances.
The owner can’t see a property, or sees an empty account
Section titled “The owner can’t see a property, or sees an empty account”Why it happens:
- They joined with a different email address from the one on their owner record, so their account isn’t linked to it.
- The property is linked to a different owner record (for example a duplicate, or their other company).
- Their email was changed after they joined, which disconnects their account.
- They haven’t accepted the invite yet.
How to fix it: check the property’s Property Ownership panel shows the right owner, and that the owner’s email is the one they log in with. Then invite them again from that owner. If the owner joined with another email and you can’t sort it out, contact COHO support.
The invite link says “The invite link or code has not been found”
Section titled “The invite link says “The invite link or code has not been found””Why it happens: the owner is joining with a different email from the one on their record, or the email was changed after the invite was sent (which cancels the old invite).
How to fix it: check the email on the owner’s record, then click Invite property owner to send a new invite. Ask the owner to use that address.
The invite link says “The invite link has already been used”
Section titled “The invite link says “The invite link has already been used””Why it happens: someone has already joined with that invite, often the owner using another email address.
How to fix it: ask the owner to sign in with the email they used before. If they can’t, contact COHO support.
There’s no Resend invite button
Section titled “There’s no Resend invite button”Why it happens:
- The last invite was sent less than an hour ago.
- The owner has already joined, so the panel says they have access to an ownership dashboard instead.
- The property is Owned, so there’s no landlord to invite.
How to fix it: wait an hour, or send the owner the link shown on the panel. If they’ve joined but can’t get in, they can reset their password from the login page. To invite a different address, change the owner’s email first; that resets the invite.
The landlord can’t see tenancy agreements or rent
Section titled “The landlord can’t see tenancy agreements or rent”Why it happens: owners only see tenancy agreements and rent collection on Managed properties. On a master lease they see rooms, tenants and certificates, but not contracts or rent.
How to fix it: if you manage the property for a fee, change the type to Managed (check the fee and VAT first). Otherwise this is expected.
The landlord can see tenants’ names
Section titled “The landlord can see tenants’ names”Why it happens: owners who’ve joined see the rooms, tenants’ full names and tenancy dates for every property linked to them. There’s no setting to hide these.
How to fix it: if a landlord shouldn’t see them, don’t invite them, or remove them from the property. See Stop an owner seeing a property.
The owner didn’t get their statement by email
Section titled “The owner didn’t get their statement by email”Why it happens: Send settlement PDF upon publishing isn’t ticked on the owner, or their email address is wrong. Publishing doesn’t alert the owner any other way.
How to fix it: edit the owner, tick Send settlement PDF upon publishing, and check the email. To send one you’ve already published, use the send option in Finances. See Finances & reports.
Two people need to log in as the same landlord
Section titled “Two people need to log in as the same landlord”Why it happens: each owner has one email address, and each property has one owner.
How to fix it: ask the landlords to use a shared email address for their COHO login.
An owner’s address or postcode won’t save
Section titled “An owner’s address or postcode won’t save”Why it happens: the address may not have been completed, or the form wasn’t saved after editing it.
How to fix it: edit the owner from Property Owners > View > Edit, fill in the address and click Update, then reopen the owner to check. If it still doesn’t save, contact COHO support with the owner’s name.
TDS deposit registration asks for ownership or the owner’s address
Section titled “TDS deposit registration asks for ownership or the owner’s address”Why it happens: the property has no ownership type, a managed property has no owner, or the owner’s address is missing a line, town or postcode.
How to fix it: set the ownership, link the owner and complete their address, then reload the deposit page. See Deposits.
The master lease rent isn’t on any settlement
Section titled “The master lease rent isn’t on any settlement”Why it happens: the Guaranteed rent amount is a record only. COHO doesn’t create financial items from it.
How to fix it: in Finances, add a repeating financial item for the rent under the Ownership category. See Finances & reports.
A float’s balance says Not set, or didn’t go up
Section titled “A float’s balance says Not set, or didn’t go up”Why it happens: the balance only changes when a top-up is paid. If you chose No to Have you received the money already?, it goes up when the settlement with the top-up is approved. If you chose No to Create settlement?, it waits until you settle it.
How to fix it: approve the settlement that includes the top-up, or add it to the owner’s next settlement in Finances.
I can’t add a property to a float
Section titled “I can’t add a property to a float”Why it happens: each property can be in only one float, and only the owner’s own properties are listed.
How to fix it: edit the float that already has the property and remove it there, or check the property is linked to this owner.
Error messages
Section titled “Error messages”| Message (as shown) | What it means | What to do |
|---|---|---|
| “You do not have permission to view property owners for this organisation” | Your role can’t see property owners | Ask an admin for view permission for Property Ownership |
| “You do not have permission to manage property owners for this organisation” | Your role can’t change ownership or owners | Ask an admin for edit permission for Property Ownership |
| “You do not have permission to manage property owner floats for this organisation” | Your role can’t change floats | Ask an admin for edit permission for Property Ownership |
| “You do not have permission to manage settlements for this organisation” | You chose Create settlement? Yes on a top-up without the Settlements permission | Choose No, or ask an admin for edit permission for Settlements |
| “Property already has ownership set” | The property already has ownership | Use Edit ownership |
| “Property ownership not found” | The ownership was removed, perhaps by someone else | Reload the property and add ownership again |
| “That isn’t a valid email address.” | The invite email is badly formed | Correct the email |
| “The property ownership has been updated but not all related financial items could be corrected.” | Some items couldn’t be regenerated, usually because they’re settled or on a draft settlement | Check the items listed; settle or delete the draft, then regenerate again |
| “Float needs at least one property” | No property was chosen for the float | Choose at least one property |
| “Float has no properties; cannot create top-up financial item.” | The float’s properties were removed | Edit the float and add a property |
| “The settlement generation failed at some step of the way. Make sure to check the owner settlements before recreating one.” | The top-up was recorded but its settlement didn’t finish | Check Settlements in Finances before trying again |
| “The invite link or code has not been found” | The owner is joining with a different email, or the invite was reset | Check the owner’s email and send a new invite |
| “The invite link has already been used. If this was you, check to see if you have used another email address. Otherwise please get in touch with your property manager.” | Someone already joined with this invite | Ask the owner to sign in with the email they used |
| “Please set the ownership for this property to be able to use the automatic TDS deposit filing.” | No ownership type on the property | Set the property’s ownership |
| “Property owner information is required to be able to register a deposit for this property.” | A managed property has no owner | Link the owner on the property |
| “The address of the property owner is not complete.” | The owner’s address is missing a line, town or postcode | Complete the owner’s address |