Welcome packs: troubleshooting

Fixes for common problems with Welcome Packs, information storage and Property Access. For how it works, see Welcome packs & information storage; for step-by-step instructions, see Welcome packs: how-to.

A tenant can’t see the Welcome Pack

Why it happens:

1. They haven’t joined COHO yet, or are logged in with a different email.
2. They’re still in onboarding. The Welcome Pack appears once the contract is confirmed and the tenancy is future or active.
3. Their tenancy has ended.
4. The item is in Property Information, Room Information or Misc Information Storage, which are team-only.
5. It’s an organisation item you’ve hidden at their property.
6. It was added to a different room, or to another tenancy.

How to fix it:

1. Check the tenant has joined COHO and that their tenancy is future or active.
2. Check the item is in a Welcome Pack panel. If it’s in information storage, add it again in the Welcome Pack; items can’t be moved between the two.
3. On the property’s Welcome Pack panel, open Inherited from all Properties and click Unhide if the item is greyed out.
4. For room items, check you added it on the tenant’s own room.

A tenant can see something they shouldn’t

Why it happens: it’s in a Welcome Pack or a Public Tenancy Information Card, which tenants can see. Organisation items show in every property unless hidden.

How to fix it: delete it, and add it again in Property Information, Room Information, Misc Information Storage or Private Tenancy Information Cards. To keep an organisation item but not show it in one property, click Hide on that property’s Welcome Pack panel.

A new tenant sees the last tenant’s information

Why it happens: items in a room’s Welcome Pack belong to the room, not the tenancy, so every tenant of the room sees them.

How to fix it: remove or update the room items at change-over. For information about one tenancy only, use Public Tenancy Information Cards in the Tenant Information panel.

An organisation item is showing at a property where it doesn’t apply

Why it happens: organisation Welcome Pack items show in every property by default.

How to fix it: open that property’s Welcome Pack panel, open Inherited from all Properties, and click Hide on the item. See Hide an organisation item at one property.

I can’t hide or edit an item at room level

Why it happens: room panels only show items added to that room. Organisation and property items can’t be hidden for one room, and inherited items can only be edited where they were added.

How to fix it: edit organisation items from Menu > Welcome Pack. If a property item only applies to some rooms, delete it from the property and add it to those rooms instead.

My Quick Info text is cut short

Why it happens: a Quick Info Label and Information are each limited to 50 characters.

How to fix it: use an Information Card instead, which has a full rich-text description.

The video in a card doesn’t play

Why it happens: COHO plays YouTube videos inside cards. Other links, including short “youtu.be” links, may not play.

How to fix it: edit the card and paste the full YouTube address, starting https://www.youtube.com/watch?v=. For other videos, put the link in the Description instead.

I can’t see “Share with property owner”

Why it happens: the Sharing option is only shown on property-level cards, for properties with an owner (managed or rent-to-rent). It isn’t on organisation or room cards, or on Quick Info.

How to fix it: check the property’s ownership on the property page, and add the card at property level. See Properties.

The owner can’t see a card or code

Why it happens:

1. The owner hasn’t joined COHO.
2. The card doesn’t have Share with property owner ticked, or it’s Quick Info or a room card.
3. The code doesn’t have Landlord switched on.
4. Property Access is Off for the property.

How to fix it: tick Share with property owner on the card, or switch Landlord on for the code, and check Property Access is Manual. Then ask the owner to check their ownership dashboard.

A tenant can’t see an access code

Why it happens:

1. Housemates isn’t switched on for the code.
2. The code is for a different room.
3. Their tenancy hasn’t started yet. Their panel says “Property access codes will be available once the tenancy begins”.
4. They haven’t joined COHO.

How to fix it: on the property’s Property Access panel, switch Housemates on, and check the room shown next to the code. If the tenant moves in soon, they’ll see it on their move-in date.

Tenants can see each other’s room codes

Why it happens: the code was added for the Whole property, so every tenant in the property sees it when Housemates is on.

How to fix it: click the edit icon on the code, choose the room under Share with, and click Save. Only that room’s tenants will then see it.

I can’t choose a room for an access code

Why it happens: Share with is only shown for properties with more than one room. Single lets and one-room properties always share with the whole property.

How to fix it: nothing to fix; the code is shared with the property’s tenants when Housemates is on.

There’s no Property Access panel, or no Property Access in the menu

Why it happens:

1. Property Access is Off for the property, or its terms haven’t been accepted. You may have a Configure Property Access Action.
2. Menu > Property Access only shows once at least one property has Property Access on.
3. Your role doesn’t include access codes.

How to fix it: turn it on from the panel’s settings cog. See Turn Property Access on or off. If the panel isn’t there at all, ask an admin to give your role permission to view access codes and keys.

The bookmarked Property Access page doesn’t work on site

Why it happens: the bookmark page loads codes from COHO each time. It needs an internet connection and a COHO login; codes aren’t saved on your phone.

How to fix it: log in before you go, or note the codes you’ll need somewhere secure before you set off.

A supplier has an old code

Why it happens: suppliers see the codes as they were when you shared the job. Changing a code in Property Access doesn’t update jobs already shared.

How to fix it: share the job with the supplier again and choose the new code under Share access codes?, or message them.

I want to switch off a public Welcome Pack link

Why it happens: the public link and QR code for a property are fixed. They can’t be switched off or changed.

How to fix it: remove anything from that property’s Welcome Pack that shouldn’t be public, or hide organisation items at that property. Keep codes in Property Access, which is never on the public link.

I deleted an item or card by mistake

Why it happens: deleting can’t be undone in COHO. Quick Info items are deleted without asking you to confirm.

How to fix it: add the item again. If you no longer have the content, contact COHO support as soon as possible.

I need a reminder when something I’ve stored expires

Why it happens: information storage doesn’t track dates or send reminders.

How to fix it: keep the document in Property Information, and add an Action for the expiry date. For certificates COHO has a compliance record for, such as gas safety or EPC, use Compliance instead.

Error messages

Message	What it means	What to do
“Label is required” / “Information is required”	A Quick Info item is missing its label or value	Fill in both
“Label is required” (on a card)	The card has no Title	Add a title
“Files, images or video URL at least one is required”	A card has a title but nothing else	Add a description, image, file or video
“Name is required” / “Code is required”	An access code is missing its name or code	Fill in both
“Property access service is disabled for this property”	Property Access is Off for the property	Turn it on, then try again
“Room not found”	The room chosen for an access code has been removed or disabled	Choose another room, or Whole property
“You do not have permission to view info boxes for this organisation”	Your role can’t see Welcome Packs or information storage	Ask an admin to update your role
“You do not have permission to manage info boxes for this organisation”	Your role can view but not change them	Ask an admin to update your role
“You do not have permission to view property access codes for this organisation”	Your role can’t see access codes	Ask an admin to update your role
“You do not have permission to manage property access codes for this organisation”	Your role can view but not change codes	Ask an admin to update your role
“You need to configure the Property Access service before you can use it” (Configure Property Access Action)	The Property Access terms haven’t been accepted	Turn Property Access on and accept the terms