Signing in and managing your session
Your association workspace uses your Our Stairwell account. The help centre is public, and you can use an email link to access a support ticket without signing in.
Sign in to your association workspace
Open the Our Stairwell app and follow its sign-in flow. If you have been invited to an association, use the email address that received the invitation. An account and an association membership are separate: signing in alone does not give you access to a building's records.
If you can sign in but cannot see the expected association or unit, ask the committee member who invited you to check your invitation and membership. See Troubleshooting sign-in and invitations.
Access a support ticket without signing in
Open the link in your ticket email and choose View ticket. Each link works once and expires after seven days. Access is granted to that ticket in your browser session for up to 30 days; losing the session can require a new link sooner.
To replace an expired or used link, choose Need a fresh link? on the access page. Enter the same email address and the ticket ID from your original receipt, then choose Email a new link.
The link gives access to the conversation and its attachments. Keep it private, and use a trusted device and browser.
Use an account for support
- Open My tickets.
- Choose Sign in or create an account. Existing Our Stairwell users can use their usual account; there is no separate support password.
- Complete email verification if requested.
- Tickets matching your verified email address appear automatically in My tickets.
Committee membership is not required. Automatic linking only links matching email tickets; it does not give access to other residents' requests.
Finish your session
If you signed in to support, use Sign out when finished. This ends the support session and signs you out through the central sign-in service. Open association app tabs detect the ended session through session monitoring or their next token refresh.
If you used an email link without signing in, access is held in that browser's session. On a shared device, clear the support site's cookies and site data when finished. Closing a tab alone does not necessarily remove access.