I can't access or log in to the "Munily" app: what to check first

Applies to: residents and administrators who report that they cannot log in to the Munily app. This serves as a triage guide to identify the cause before requesting more information or escalating the issue.

Step 1. Identify the exact symptom
Ask specifically what happens when they try to log in:

• The app says the email address isn’t registered or doesn’t recognize the user.
• The password isn’t accepted, or the user can’t remember it.
• The user requested a password reset but didn’t receive the email.
• The app opens but gets stuck loading, displays an error, or fails to load the unit’s information.

Step 2. Email Not Recognized or User Not Registered
Access to the app depends on the email address being registered in the unit’s system via Administración (Administration) or PH (HOA). If the email is not recognized, the resident must verify with the Administración for their housing complex that their email is correctly entered in the unit’s system (with no typos and under the correct unit). An email address other than the one on file will not allow login.

Step 3. Password Issues

• If the user remembers their password and simply wants to change it: Menú (Menu) > Configuraciones (Settings) > Change Password.
• If they have forgotten it, they must use the “Forgot your password?” option on the login screen and follow the recovery procedure.
• If the reset does not work, keep in mind that the password change may require approval from the Administración or PH, and that the temporary password will be sent to the user’s email address.
• If the reset email does not arrive, check the Spam, Junk, Promotions, and Social folders before escalating the issue.

Step 4. The app opens but does not load or displays outdated information
Ask the user to log out and log back in using the same email address. This step synchronizes the information and resolves most issues, especially after an adjustment made by Administración or by support (unit change, data correction). Also verify that the app is updated to the latest version and that there is a stable internet connection.

Step 5. When to Escalate
Escalate to support if, after following the previous steps, the user is still unable to log in. When escalating, include: the email address the user is trying to log in with, the PH name and unit, the exact symptom and error message, and what steps have already been tried.

What to Avoid
Do not ask for information the user has already provided, and do not repeat identification questions if the issue is already clear: first, offer the solution step that corresponds to the reported issue.

Login tip: Enter your email address WITHOUT spaces (neither before nor after) and in lowercase. A hidden space at the beginning or end of the email address prevents you from logging in (this often results in error 400 or an “invalid email” message), even if the email address and password are correct.

Tip for logging in: Enter your email address WITHOUT spaces (neither before nor after) and in lowercase. An invisible space at the beginning or end of the email address will prevent you from logging in, even if the email address and password are correct.