Login Issues & Troubleshooting

Can't access your account? Here are solutions to common login issues.

Common Login Problems

"Invalid Email or Password"

This usually means:

• Email address typed incorrectly
• Password is wrong
• Account doesn't exist with that email

Solutions:

1. Check Email Address:

• Verify spelling
• Check for typos
• Try alternate email addresses
• No spaces before/after
• Correct domain (.com, not .con)

2. Reset Password:

• Click "Forgot Password"
• Enter your email address
• Check inbox for reset link
• Check spam/junk folder
• Create new password

3. Try Remembered Passwords:

• Browser may have saved it
• Check password manager
• Try passwords you commonly use
• Be careful of caps lock

4. Create New Account:

• If no account exists
• Use "Sign Up" instead
• May have different email than remembered

Can't Receive Password Reset Email

Check These First:

1. Spam/Junk Folder:

• Email may be filtered
• Check promotions tab (Gmail)
• Search for "Royal Palm"
• Mark as "Not Spam"

2. Correct Email Address:

• Verify email spelling
• Try alternate addresses
• Check which email you registered with
• Contact support if unsure

3. Email Provider Issues:

• Corporate/school emails may block
• Add royalpalmservices.com to whitelist
• Contact IT department
• Try personal email

4. Wait and Retry:

• Emails can take 5-15 minutes
• Don't request multiple times immediately
• Check again in 15 minutes
• Request new link if needed

5. Email Inbox Full:

• Check if email box has space
• Delete old emails
• Request reset again

Still Not Working?

• Contact support: support@royalpalmservices.com
• Provide account email
• We'll help reset manually
• May need to verify identity

Account Locked

Why Accounts Get Locked:

Security Protection:

• Multiple failed login attempts
• Suspicious activity detected
• Potential fraud
• Payment disputes
• Policy violations

Automatic Locks:

• 5 failed login attempts
• Locks for 30 minutes
• Or until password reset
• Protects from hackers

What to Do:

For Failed Attempts:
1. Wait 30 minutes
2. Or reset password now
3. Use correct email/password
4. Contact support if continues

For Other Reasons:
1. Check email for notification
2. Reason will be explained
3. Contact support
4. Provide requested information
5. We'll review and unlock if appropriate

Email Address Not Recognized

Possible Reasons:

No Account Exists:

• Never created account
• Used different email
• Account was deleted
• Typo in email

Email Changed:

• Updated to different email
• Use new email to log in
• Forgot you changed it

Solutions:

1. Try Other Email Addresses:

• Work email
• Personal email
• Old email addresses
• Spouse's email

2. Create New Account:

• If no account found
• Click "Sign Up"
• Use email you want
• Set up fresh account

3. Contact Support:

• If you know account exists
• Provide details:

- Full name
- Phone number
- Service history
- Approximate creation date

• We'll help locate account

Browser Issues

Login Page Won't Load:

Quick Fixes:

1. Clear Browser Cache:

• Ctrl+Shift+Delete (PC)
• Command+Shift+Delete (Mac)
• Select "Cached images and files"
• Clear for "All time"
• Restart browser

2. Disable Extensions:

• Ad blockers may interfere
• Privacy extensions
• VPNs may cause issues
• Try incognito/private mode

3. Update Browser:

• Use latest version
• Outdated browsers have issues
• Download updates
• Restart after updating

4. Try Different Browser:

• Chrome
• Firefox
• Safari
• Edge
• See if problem persists

5. Check Internet Connection:

• Test other websites
• Restart router
• Check Wi-Fi connection
• Try mobile data

Mobile App Login Issues

App-Specific Problems:

1. Update the App:

• Check App Store/Play Store
• Install latest version
• Old versions may not work
• Restart phone after update

2. Clear App Cache:

iPhone:

• Delete and reinstall app
• Or Settings > Royal Palm > Clear Cache

Android:

• Settings > Apps > Royal Palm
• Clear Cache
• Clear Data (if needed)
• Restart app

3. Check Permissions:

• Allow internet access
• Enable notifications (optional)
• Location (for some features)

4. Try Website Instead:

• Go to royalpalmservices.com
• Log in through browser
• See if issue is app-specific
• Report app bug to support

Two-Factor Authentication Issues

*When 2FA is available:*

Not Receiving Code:

1. Check Phone Service:

• SMS requires cell service
• Check signal strength
• Try in different location
• Verify phone number correct

2. Use Alternate Method:

• Authenticator app
• Backup codes
• Email code
• Recovery options

3. Resend Code:

• Wait 1-2 minutes
• Request new code
• Check it hasn't expired
• Codes valid 10 minutes

Lost Phone:

• Use backup codes
• Contact support
• Verify identity
• We'll help disable 2FA
• Set up with new number

Social Login Issues

Google/Facebook Login Not Working:

1. Verify Connected:

• Check if accounts linked
• May need to reconnect
• Go to Account Settings
• Link/unlink social accounts

2. Use Email/Password Instead:

• Click "Use Email"
• May need to set password first
• Reset if don't remember

3. Check Social Account:

• Log into Google/Facebook separately
• Verify account is active
• Check permissions
• Re-authorize app access

4. Try Direct Login:

• Use email and password
• More reliable
• Can still link social later

"Account Suspended"

Why This Happens:

Possible Reasons:

• Payment issues
• Policy violations
• Multiple complaints
• Fraudulent activity
• Safety concerns
• Terms of service breach

What to Do:

1. Check Email:

• Suspension notice sent
• Explains reason
• May include next steps
• Review carefully

2. Contact Support:

• Email: support@royalpalmservices.com
• Phone: (561) 555-0123
• Explain your situation
• Provide any relevant details
• Ask about reinstatement

3. Resolve Issues:

• Pay outstanding balance
• Address complaints
• Explain misunderstanding
• Provide evidence if wrongful
• May need to go through review process

4. Appeal:

• If you believe suspension unfair
• Submit appeal
• Provide documentation
• We'll review case
• Decision usually within 5 business days

Forgot Which Email I Used

Finding Your Account Email:

1. Check Email Accounts:

• Look for emails from royalpalmservices.com
• Search "Royal Palm"
• Check all folders
• Booking confirmations
• Old receipts

2. Try Common Emails:

• Personal email
• Work email
• Old email addresses
• Spouse's email

3. Check Payment Records:

• Credit card statements
• Search for "Royal Palm"
• May show transaction details
• Contact number listed

4. Contact Support:

Provide what you know:

• Full name
• Phone number
• Address
• Recent service details
• Payment method used
• Approximate account creation date

We can locate your account and:

• Confirm the email
• Send reset link
• Help you regain access

Can't Remember Password

Password Reset Process:

1. Click "Forgot Password":

• On login page
• Enter email address
• Click "Send Reset Link"

2. Check Email:

• Look for reset message
• From: no-reply@royalpalmservices.com
• Subject: "Reset Your Password"
• May take a few minutes
• Check spam folder

3. Click Reset Link:

• Link expires in 24 hours
• Opens password reset page
• Enter new password twice
• Click "Reset Password"

4. Log In:

• Use email and new password
• Should work immediately
• Update password manager

Tips:

• Use password manager
• Write it down securely
• Don't use same password everywhere
• Make it memorable but strong

Getting Logged Out Repeatedly

Why This Happens:

Session Expired:

• Been idle too long
• Security feature
• Automatically logs out
• Need to log in again

Browser Settings:

• Cookies disabled
• Blocking tracking
• Privacy mode
• Clears data automatically

Solutions:

1. Enable Cookies:

• Check browser settings
• Allow cookies for our site
• Third-party cookies may be needed
• Try different browser

2. Disable Privacy Extensions:

• Ad blockers
• Privacy Badger
• Tracking protection
• Temporarily turn off
• See if issue resolves

3. Stay Logged In:

• Check "Remember me"
• Won't work in private mode
• Keeps session active longer
• Re-enter password periodically

4. Update Browser:

• Use latest version
• Old browsers have issues
• Clear cache after updating

Need to Log Out of All Devices

Remote Logout:

Currently must manually:
1. Log out on each device
2. Change password
3. Forces logout everywhere
4. Log back in on devices you use

Coming Soon:

• "Log out all devices" button
• In Account Settings
• Security feature
• Useful if phone lost

Account Access for Family Members

Sharing Accounts:

Not Recommended:

• Security concerns
• Payment issues
• Review confusion
• Service disputes

Better Options:

1. Each Person Creates Account:

• Free to create
• Own login credentials
• Own service history
• Own payment methods
• Own reviews

2. Add Family Addresses:

• In your account
• Save multiple locations
• Book for family properties
• All under your account

3. Business/Property Manager Account:

• For multiple properties
• One billing
• Multiple locations
• Contact us for setup

Prevention Tips

Avoid Future Login Issues:

• ✓Use Password Manager:
• Stores passwords securely
• Auto-fills login forms
• Generates strong passwords
• Syncs across devices

Popular Options:

• 1Password
• LastPass
• Dashlane
• Bitwarden (free)

• ✓Keep Email Access:
• Don't lose email password
• Keep recovery options updated
• Check email regularly
• Don't let account lapse

• ✓Note Your Registration Email:
• Write it down
• Save in password manager
• Remember which one you used
• Don't assume

• ✓Keep Browser Updated:
• Install updates promptly
• Better security
• Fewer bugs
• Improved compatibility

• ✓Test Login Occasionally:
• Don't wait until you need it
• Verify you can access
• Update info if needed
• Reset password if forgot

Still Can't Log In?

Contact Support:

Email:

• support@royalpalmservices.com
• Include detailed description
• What you've tried
• Error messages
• Screenshots helpful

Phone:

• (561) 555-0123
• Monday-Friday: 8am-8pm EST
• Saturday: 9am-6pm EST
• Sunday: 10am-4pm EST

Live Chat:

• Available in app
• Quick responses
• Screen sharing available
• Can troubleshoot together

What to Have Ready:

• Full name
• Email address (if known)
• Phone number
• Recent service details
• Payment method info
• Description of issue

Response Time:

• Phone: Immediate
• Live chat: Usually < 5 minutes
• Email: Within 24 hours
• We're here to help!

Most login issues can be resolved quickly. Don't hesitate to reach out - we want you to access your account!