Troubleshooting

Accounts and sign-in

• An account with this email already exists: sign in, or reset your password.
• Too many attempts: wait a few minutes and try again.
• No confirmation or reset email: check spam. If the page says email delivery is not configured, no email will arrive; your account still works.

Notifications and replies

If you expected an email and didn't get one, check Notifications in My Richmond or your tracking page: replies always appear there. Check that Also send email is on for that kind of notice and that email updates are on in Account settings.

Map and search

• No matching records: remove a filter or turn a map layer back on.
• The record you were viewing is no longer public: it was unpublished; your other filters are unchanged.
• Location is not available: allow location access in the browser, or type an address instead.

Images and uploads

Uploads must be JPEG, PNG or WebP, up to 3 MB and 400 to 8,000 pixels on each side. Files are rejected before upload and again on the server if they don't match. If an image on an unpublished property doesn't load, you must be signed in as staff to see it.

Access denied

Workspaces check your role on the server. If you see the permission-denied page, your account doesn't have that role, or isn't active. Broker access needs City approval, and broker actions need an active assignment. Ask a City administrator if you think your access is wrong. Reading a guide never grants access.