If a buyer is having trouble accessing the Foundation app or portal, use the checklist below to verify their account setup before contacting Foundation Support.
This article covers:
Verifying the buyer's setup
Helpful tools for your team
Most common login issues
Contacting Foundation Support
Verify the Buyer's Setup
Before troubleshooting the buyer's device or login process, confirm the following in Foundation:
Buyer is attached to the correct property — open the property record and confirm the buyer is associated with it.
Email address is correct — verify the email address on file matches the one the buyer actually uses to log in.
Buyer is using the invitation/activation link — buyers should use the most recent activation link from their invitation email to complete account setup. If they've never activated their account, they won't be able to log in from the standard login page.
Buyer has been invited — confirm there's a clock or check mark icon next to the buyer's name, indicating an invitation has been sent.
Helpful Tools for Your Team
From the buyer menu (the three dots next to the buyer's name), you can:
Resend Invite — send a new invitation email.
Copy Invite Link — share the activation link directly by email or text.
Tip: If the buyer can't find their invite email, sending the copied invite link by text or email is often the fastest fix.
Heads up: generating a new invite link invalidates any link already sent to that buyer. If a buyer says an old link isn't working, that's expected once a new one has been generated — send them the newest copied link rather than a previous one.
Most Common Login Issues
Buyer says they never received the invite
Confirm the buyer's email address is correct.
Check that they've been invited (clock or check mark icon).
Have them check their Spam/Junk folder, Promotions folder (Gmail), and any company email quarantine filters.
Resend the invitation, or send the copied invite link by text or email.
Buyer forgot their password
Direct them to the "New User or Forgot Password?" option on the login page.
Buyer can't log in at all
Verify the email address in Foundation matches the one they're using to log in — buyers must log in with the same email address associated with their account.
Buyer is using an old bookmark
Have them navigate directly from the invitation link or your builder login page, rather than a saved bookmark.
Contacting Foundation Support
If the buyer still can't log in after completing the steps above, have them contact your technology partner support at: [builderemail]@buildwithfoundation.com
If the buyer reaches out to Foundation Support directly, they may be asked for:
The email address they're using to log in
Their property or home address
A brief description of the issue
A screenshot of any error message, if available
Foundation will guide the buyer through any additional troubleshooting needed and work directly with them to restore access as quickly as possible.
Helpful Extras
The following can speed up troubleshooting significantly:
Screenshot of the error message
Screen recording showing the login process
Including detailed information, screenshots, and screen recordings helps the team identify and resolve the issue as quickly as possible.
Key Notes
Always confirm the buyer's email address matches their login email before assuming a technical issue.
Resending the invite or copying the invite link resolves most access issues — but remember generating a new link invalidates the old one.
Usually, the steps above resolve the issue. If the issue persists after trying them, please contact your technology partner's support team at [builderemail]@buildwithfoundation.com.