Resetting your password and sign-in help
The resident portal has no password to reset; you sign in with a one-time code. What to do if a code doesn't arrive, your email isn't recognized, or you hit other sign-in trouble.
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The resident portal doesn't use a password, so there's nothing to reset. Instead, you sign in with your email address and a fresh one-time code every time. This article covers what to do if a code doesn't arrive, your email isn't recognized, or you run into other sign-in trouble.
There's no password to reset
If you're used to other websites, this is the one difference worth calling out: you will never be asked to create or reset a password for the portal. Every sign-in works the same way:
Enter your email address.
Wait for an 8-digit code to arrive by email.
Enter the code.
If you're having trouble getting in, the fix is almost always "get a new code," not "reset a password."
Requesting a fresh code
You can request a new code any time from the Welcome screen (enter your email and select Continue) or, if you're already on the code entry screen, use Resend code.
A few things to know:
Each code is only valid for 10 minutes. If it's been longer than that, don't try to reuse the old code, request a new one.
You get a limited number of attempts to enter a code correctly (5) before it locks and a new code is required.
There's a limit on how many codes can be requested for the same email address within a short window. If you hit it, you'll see a message asking you to wait before trying again. This is a security measure, not an error on your part, just wait a few minutes and try again.
If the code doesn't arrive
Try these in order:
Check your spam or junk folder. Automated codes sometimes land there, especially on the first email from a new sender.
Confirm the sender. The code always comes from noreply@myurbi.co with the subject line "Your URBI payment portal access code." If you have an email filter or block list, make sure that address is allowed.
Double-check the email address you typed. A small typo means the code goes nowhere, and you won't get an error telling you so (see below for why).
Wait a minute, then request again. Email delivery is nearly always instant, but occasionally takes a minute or two.
Use Resend code. If it's been a few minutes with nothing in your inbox, request a new code.
If your email isn't recognized
When you enter an email address that isn't linked to any property, the portal doesn't show an error message. Instead, you'll see a general note like "If this email is registered in URBI, you will receive a code shortly." This is intentional: it keeps the portal from revealing to a stranger whether a given email address has an account anywhere.
In practice, this means: if you never receive a code after a few minutes and you've ruled out spam and typos, your email is most likely not yet associated with your home in URBI's system.
What to do:
Contact your property manager or building administrator and ask them to confirm the email address they have on file for you matches exactly what you're using to sign in (including capitalization of the domain doesn't matter, but the full address must match).
If you recently moved in, changed your email, or your unit ownership changed, ask your property manager to update your contact information. Once it's updated, sign-in codes will start arriving normally.
If you're not sure who your property manager is, contact hello@myurbi.co and we can help point you in the right direction.
Common sign-in problems and fixes
Problem | Likely cause | What to do |
Code never arrives | Wrong email typed, email not on file, or landed in spam | Check spam, re-check spelling, contact your property manager to confirm your email on file |
"Too many requests" message | You requested several codes in a short time | Wait a few minutes, then request one more code |
Code says invalid or expired | More than 10 minutes passed, or too many wrong attempts | Request a new code from the Welcome screen |
Signed out unexpectedly mid-session | Your 2-hour session ended, or you closed the browser tab | Sign in again with a fresh code, nothing is lost |
Portal shows the wrong home or is missing a home you expect | Your property hasn't linked that home to your email yet | Contact your property manager to confirm your occupancy record |
You can't remember which email you used | Portal access always follows the email on file with your property | Contact your property manager to confirm which email is associated with your account |
What this means for you
There's no password to forget, lose, or have stolen, your portal access is only ever as strong as control over your email inbox. If you're ever unsure whether you should have access, or something looks off, your property manager can confirm what's on file, and hello@myurbi.co is always available as a backup.
FAQ
I forgot my password. How do I reset it? There isn't one to reset. Just request a new sign-in code from the Welcome screen.
Can I set up a password instead of getting a code every time? Not currently. Every sign-in uses a one-time code sent to your email.
Why does the portal say "if this email is registered" instead of telling me directly? This wording protects everyone's privacy: it prevents anyone from using the sign-in screen to check whether a particular email address has portal access anywhere.
I entered the code wrong a few times. What happens now? After too many incorrect attempts on a single code, it locks. Request a new code and try again carefully.
My property manager says my email is correct, but I still can't get a code. Double-check for typos on your end, check spam again, and if it still doesn't resolve, contact hello@myurbi.co with the email address you're using (never share your one-time code with anyone, including support).
Still need help? Contact hello@myurbi.co