Lenders will periodically review their records to ensure your Broker ID and the email address associated with your PropertyHub profile matches up with what they have on record.
If you have received an email from your lender advising you to update your PropertyHub profile, you have to update your email address to match what your Lender has on record. Doing this helps maintain the integrity of your account and ensure that you can continue ordering valuations.
To help you complete this verification request, we have created an example scenario for your reference. Keep this scenario in mind as you work through the steps to update your email address.
Example Scenario
John Citizen's existing email address in PropertyHub doesn't match with what the Lender has on record:
| User's Property Hub account profile | Lender XYZ's records | |
| Name | John Citizen | John Citizen |
| john.citizen@email.com | jcitizen@email.com | |
| Username | john_citizen | john_citizen |
| BrokerID | BR1234 | BR1234 |
John receives a notice from Lender XYZ to update his email address:
“Our records show that Broker ID BR1234 is currently associated with the email address jcitizen@email.com. Please update your PropertyHub profile to reflect this”
Updating your email address
To update your email address in your PropertyHub profile:
- Sign in to PropertyHub.
- Click on the profile icon and select Profile.
Image 1: Accessing your profile. In the Email field, input the email address that your Lender has on record and click Save.
Image 2: Updating the email address associated with your Property Hub account.
Troubleshooting errors
If you see an error message like the one below, it is likely that the email address provided by the Lender is currently linked to a different PropertyHub account.
Image 3: Error message.
Each email address can only be used once in PropertyHub so you must disassociate the email from the other account first.
Sign in to the PropertyHub account that is associated with the email provided by the Lender. (Continuing from the example above, this means John Citizen has to log in to the PropertyHub account that is associated with jcitizen@email.com.)
Note: If you do not have access to the PropertyHub account associated with the email address on your Lender's record, or if that account does not belong to you at all, you need to speak to your Lender to update their records. You can do this by reaching out to your BDM, or the Lender’s broker support team.
- Click on the profile icon and select Profile.
- Change the Email field to a another email address that you have access to.
Note: If you are still using this account, please ensure that you change this email address to an email account that you still have access to. This is critical to ensure your access to this set of login credentials is not compromised. - Click Save and log out.
Once you have completed the steps above, sign in to the PropertyHub account that you need to update to resume the steps above and update the email address match your Lender's record. (Following the example scenario, that would mean logging in the account associated with john.citizen@email.com and then updating the email address to jcitizen@email.com).