Using COHO as a tenant: troubleshooting

Fixes for common problems, and what COHO’s error messages mean. For what each screen shows, see Using COHO as a tenant; for step-by-step instructions, see Using COHO as a tenant: how-to.

Note

COHO is the software your letting agent or landlord uses. COHO support can help with the app itself: logging in, links and error messages. Anything about your rent, deposit, contract, repairs or your home is decided by your agent or landlord, so contact them.

My account doesn’t show my tenancy

Why it happens:

1. You signed up without using your invite link. Only the invite link connects your account to your home. Signing up on the COHO website on your own creates an empty account.
2. You signed up or logged in with a different email from the one your agent invited.
3. You’re still onboarding. Until your agent confirms your contract, your home shows under My Onboardings, not My Room.
4. You have more than one home, and My COHO is showing another one.
5. Your tenancy has ended, been cancelled, or been set up again by your agent. My COHO only shows current and upcoming tenancies, and a tenancy your agent recreates needs a new invite.
6. Your agent has switched off the property in their COHO account, so nothing about it shows.

How to fix it:

1. Find your invite email or message and open the link. On the register page, click Already registered? Log in and log in with your account. See Connect a new home.
2. If you can’t find the invite, or it doesn’t work, ask your agent to check your email address on your tenancy and resend the invite.
3. If you’re onboarding, look for My Onboardings or the Onboardings tile.
4. Look at the top of My COHO for Switch to [room], [property].
5. For 5 and 6, contact your agent or landlord. COHO support can’t add you to a tenancy.

I haven’t received my invite, or the link doesn’t work

Why it happens:

1. Your agent used a different or mistyped email address or mobile number.
2. The email went to spam or junk.
3. The link is incomplete or no longer valid, for example because your agent removed and re-added you. You see “Invalid or expired invite link”, or a page that can’t be found.

How to fix it: check spam and junk for an email from COHO. Then ask your agent or landlord to check your email and mobile number, and resend the invite. Use the newest link.

It says “Link already used”

Why it happens: the invite has already been used to set up a COHO account with a different email address.

How to fix it: log in with the account you used before (try I’ve forgotten my password if you’ve forgotten it). If you don’t recognise it, ask your agent to check your details and send a new invite.

I can’t log in

Why it happens:

1. The email or password is wrong: “Wrong email password combination”.
2. You were invited but never finished registering. Until you register from your invite link, there’s no password to log in with, so you also see “Wrong email password combination”.
3. You’re logging in with a different email from the one your account uses.
4. A temporary connection problem, shown as a message about not being able to connect to the server.

How to fix it:

1. Click I’ve forgotten my password and reset it. See Reset your password.
2. If you’ve never registered, open your invite link and register from there.
3. Try the other email addresses you might have used.
4. Check your internet connection, close and reopen the app or browser, and try again. If it keeps happening, contact COHO support with a screenshot.

My verification code doesn’t arrive

Why it happens: the code goes to the email (or mobile) on your account. If that’s mistyped, it never arrives. It can also land in spam, or be slow.

How to fix it:

1. Check spam and junk, and wait a minute.
2. Click Resend Code. For signing codes, you can ask for a new one after 60 seconds.
3. If the email on your account is wrong, ask your agent to correct the email on your tenancy and resend your invite. Then register or log in with the correct email.

I registered with the wrong email address

Why it happens: you typed a different email when you registered, or used a personal email instead of the one your agent has.

How to fix it: if you can log in, change it in Settings > Your details > Email and choose Please let them know. If you can’t log in because codes go to the wrong email, ask your agent to correct your email on the tenancy and resend the invite.

It says “A user already exists with this email address”

Why it happens: there’s already a COHO account with that email, perhaps from an earlier home or viewing.

How to fix it: don’t register again. Open your invite link and click Already registered? Log in, or use I’ve forgotten my password. If you see “Unable to register with this email address. Please contact support.”, contact COHO support.

I can only see a management dashboard, or I set up a landlord account by mistake

Why it happens: you registered from the COHO website and chose to manage properties, instead of using your invite link. Or you also work for a letting agent that uses COHO.

How to fix it: if you also manage properties, open your profile menu (top right) and choose Tenant Dashboard. If you set up a management account by mistake, contact COHO support so it isn’t billed. Once they’ve closed it, ask your agent to send you a fresh invite, and use that to join your home.

I can’t sign my contract

Why it happens:

1. You haven’t acknowledged every document under Important information: “Please acknowledge all compliance items”.
2. The identity code didn’t arrive, or expired.
3. Your password was wrong: “User or password is incorrect”.
4. Too many wrong codes: “Too many verification attempts. Please try again later.”
5. You’re logged in with a different account from the one the contract was sent to.

How to fix it:

1. Scroll through Important information and acknowledge each document.
2. Request a new code, or choose the other method (By Email or By SMS).
3. Enter the password you log in to COHO with. If you’ve forgotten it, reset it first.
4. Wait a while, then request a new code.
5. Log out, open the link in your signing email, and log in with that email.

If it still won’t sign, refresh the page first: if it says “You accepted this contract on…”, it’s done. Otherwise, contact COHO support with a screenshot.

I can’t find the contract to sign

Why it happens: your agent hasn’t sent it yet, or you’re logged in with a different account. During onboarding, the contract step opens only after earlier steps are done.

How to fix it: check your onboarding’s Contract step, Proposed contract on My Room, and your Actions. If it’s not there, open the link in your “Sign your tenancy agreement” email. If there’s still nothing, ask your agent whether they’ve sent it.

I can’t change my application form

Why it happens: once you’ve submitted an application form, you can’t edit it.

How to fix it: message your agent with the correct details or the missing document. They can update it for you.

I’ve paid my holding deposit or move-in monies, but it still says waiting

Why it happens: clicking Confirm Payment or Mark as paid tells your agent you’ve paid. They then check their bank and confirm it. Bank transfers can also take time to arrive.

How to fix it: wait for your agent to confirm. If it’s been more than a couple of working days, message them with the date, amount and reference you used.

My payment isn’t showing, or my rent says overdue but I’ve paid

Why it happens:

1. Payments only show once your agent records them, or once their bank feed or Direct Debit matches them to you. This can take a few days.
2. You used a different payment reference, so the payment wasn’t matched.
3. You paid a different amount, or paid in two parts.

How to fix it: in My Rent, click View on the rent line, then click here in the overdue message, and choose a reason such as Paid correctly or Paid with incorrect reference, with the date and reference. See Tell your agent about a missed payment. Only your agent can record or correct a payment.

My rent shows “Paid late” but I paid on time

Why it happens: the status uses the date the payment was recorded against your rent. If your agent recorded it after the due date, or a bank payment was matched to your rent late, it can show as Paid late. Direct Debit payments are dated by the day they were taken, so these show the right date.

How to fix it: message your agent with the date you paid. They can correct the payment date.

There’s no My Rent panel, or it says rent is handled outside COHO

Why it happens: your agent doesn’t track your rent in COHO (“Your rent schedule & payments are handled outside of COHO.”), or has chosen not to show rent to tenants.

How to fix it: ask your agent or landlord for your rent details and statements.

If My Room (or My Home) is missing too, your account isn’t linked to your home yet: see My account doesn’t show my tenancy.

My Direct Debit link doesn’t work, or I’ve been charged twice

Why it happens: Direct Debit links expire, and are replaced if your agent sends a new one. A double charge usually means a Direct Debit and another payment were both taken.

How to fix it: ask your agent to send a new link. COHO support can’t send one. For a double charge, contact your agent: only they can refund it or cancel a Direct Debit payment.

I can’t report a repair

Why it happens:

1. Your tenancy hasn’t started yet. You can report repairs only during an active tenancy.
2. Your agent doesn’t use COHO for repairs at your property, so there’s no Maintenance panel.

How to fix it: once your tenancy starts, look for Report maintenance issue, or click the tools (repair) icon at the top of the Message Centre. If you still can’t report it, contact your agent directly, or use Message manager. For emergencies, always phone your agent or landlord.

My repair hasn’t been fixed

Why it happens: your agent arranges repairs, not COHO.

How to fix it: open the repair’s conversation (from the Maintenance panel or Message Centre) and message your agent. If it’s urgent or a safety issue, phone them too.

I can’t message my agent

Why it happens: your agent has restricted messaging on your tenancy (“Messaging restricted”), or the conversation doesn’t take replies (“Replies not allowed”).

How to fix it: start a new message with Message manager, if it’s shown. If messaging is restricted, contact your agent another way. Repair conversations still work.

I can’t see my deposit

Why it happens: your deposit details and certificate only appear once your agent has recorded the deposit and marked it complete.

How to fix it: ask your agent whether your deposit has been protected, and to share the certificate. Deposit returns are handled by your agent and the deposit scheme, not in COHO.

My messages or documents have disappeared

Why it happens: your tenancy has ended, or been cancelled or recreated, or your agent has switched off the property or deleted the conversation. My COHO only shows current and upcoming tenancies.

How to fix it: look in the Message Centre first: it isn’t cleared when a tenancy ends, so your conversations, including the onboarding one with your signed contract, are usually still there. If they’re not, ask your agent or landlord for copies. COHO support can’t send you your agent’s documents or records.

I’ve moved out and need my contract

Why it happens: past tenancies don’t show on My COHO, but your messages stay in the Message Centre.

How to fix it: open the Message Centre and find the Onboarding conversation for that home. The signed contract is usually still there, under Contract. It won’t be if your agent has deleted the conversation or switched off the property: then ask your former agent or landlord for a copy. Next time, download your documents from My Room before you move out.

I’m not getting emails or notifications, or I get too many

Why it happens: your notification settings, an email going to spam, or COHO having stopped sending to your email after messages bounced (“COHO has stopped sending emails to this address.”).

How to fix it: check Settings > Subscriptions, and that All COHO notifications is on. Check spam. If your email is blocked, contact COHO support.

A viewing link says “Link Expired” or “Link Invalid”

Why it happens: “Link Expired”: the link was old, and COHO has emailed you a new one. “Link Invalid”: the link isn’t recognised.

How to fix it: for an expired link, check your inbox for the new one. For an invalid link, contact the agent who invited you, or click Log in to log in with your email.

Error messages

Message	What it means	What to do
“Wrong email password combination”	The email or password is wrong, or you haven’t registered yet	Reset your password, or register from your invite link
“Invalid or expired invite link”	The invite link is incomplete or no longer valid	Ask your agent to resend it, and use the newest one
“Link already used”	The invite was used for a different account	Log in with that account, or ask your agent for a new invite
“A user already exists with this email address”	You already have a COHO account	Log in instead, or reset your password
“Unable to register with this email address. Please contact support.”	COHO found a problem with that email	Contact COHO support
“Email address not found. Please check if it is correct.”	No COHO account uses that email	Try another email, or register from your invite link
“Verification failed. Please try again, or request a new code.”	The code was wrong or expired	Request a new code
“Password must be at least 8 letters.”	Your new password is too short	Use 8 or more characters
“Please check that the passwords match.”	The two passwords are different	Type the same password twice
“Could not sign in with your passkey. Please try your password.”	Passkey sign-in failed	Log in with your password
“Invalid code.” / “Two-factor token not found or expired.”	The two-factor code was wrong, or took too long	Log in again and enter a fresh code
“Please acknowledge all compliance items”	You haven’t acknowledged every document before signing	Acknowledge each document under Important information
“User or password is incorrect”	Wrong password when signing	Enter your COHO login password
“Too many verification attempts. Please try again later.”	Too many wrong codes	Wait, then request a new code
“A code was recently generated and you need to wait 60 seconds before you can generate another one.”	You asked for a new code too soon	Wait a minute
“Agreement is already signed”	The contract is already signed	Nothing to do
“Function not available for users that are managers, owners, or suppliers”	You can’t delete an account that’s also used for managing, owning or supplying	Contact COHO support
“Your rent schedule & payments are handled outside of COHO.”	Your agent doesn’t track rent in COHO	Ask your agent for your rent details
“Property access codes will be available once the tenancy begins”	Your tenancy hasn’t started	Wait until your move-in date