PURPOSE: When a user fails to receive the verification code by SMS or email, they will be prompted to contact our Support Chat or Phone Number for assistance.
Before sending the verification code, please follow these steps to verify identity of the user.
- User Verification Steps
Ask User: I need to ask a couple questions for security purposes. Please verify your property name
GraceSoft Support: Login to Support Portal and enter property name
Ask User: “Please verify property’s phone number”
GraceSoft Support: Login to the property and go to Setup>Property Info page
Ask User: “Can you verify property’s address?”
GraceSoft Support: Go to Employee>Staff list
Ask user: “Please verify your login name and email address.”
- After verifying user’s identity, proceed with forwarding the verification code with the steps below.
Ask User to login again, and click Verify by email.
- Sending Verification Code by Email
- Go to our Webmail page
- Log in with firstname.lastname@example.org and the password is 4u
- Find the email for that property name and forward to them or give the code over the phone (IF you are sure of who you are talking to). NEVER give the code over Chat or to anyone you suspect is not from the property. Email is the preferred delivery method.