If you have a client who is having trouble signing up for a new OneHome account, or signing into their existing OneHome account, this article should help them get logged in to their portal.  

First, if they do not see the option to "Create account", and instead only see "Sign in", they may already have a OneHome account.  The OneHome system is shared nationwide across multiple MLSs, so if they have signed up while working with another Realtor®, they can use that same account to work with you.  If they do not remember their password or are not sure if they have an account, they can click "Sign in", then click "Forgot Password?".  They will then enter their email address and click "Send Link" to get an email with a link to reset their password and access their account.  This email will generally arrive within 5 to 10 minutes.

If no email arrives, this suggests they do not have an account yet.  In this case, their device may have been used to access OneHome previously (for instance, if they have a partner that shares the device with them, and their partner has a OneHome account).  In this case, have them copy the "View Properties" link from the most recent MLS email you have sent, then paste this link into a different browser than what they would normally use (for instance, if they generally use Chrome, have them try Firefox instead).

If they do not have another browser available on that device, they can also use the "Private Browsing" or "Incognito Mode" option of their preferred browser and paste the link from their email into the Private window.  

Somewhat related to this, some clients have had difficulty actually creating or signing into their account, even when the "Create Account" button appears.  Generally, this is for one of the reasons below:

Clients must also create (and sign into) their OneHome account using the same email address you entered into their MLS contact record.  Some clients use multiple email addresses on a daily basis (such as a professional address and a personal address) or they have an alias or auto-forwarding rule so that messages sent to multiple email addresses all arrive in a single email account.  If your client has provided you with an address such as "[email protected]", but receives their email at "[email protected]", they must create their OneHome account with the address they provided to you.

Lastly, the OneHome sign-in page includes a message that says:
 

Welcome to OneHome
Don't have an account yet? Reach out to your real estate agent to get started with OneHome.

Some clients have taken this to mean that they must be specifically invited by their Realtor® before they can sign in.  This is true to a degree - but that "invite" is done by saving them as a "Contact" in the MLS and sending an email to that contact (Creating an "Auto-Email" search is the simplest way of doing this).  The message simply means that a member of the public who is not yet working with a realtor will not be able to visit OneHome and create an account on their own.

Questions?  Contact Canopy MLS Support at 704-940-3159, email us, or click "Submit ticket" in our support center.