Administrative Access Recovery Policy

1. Purpose

This policy establishes the procedures for recovering HOA admin access when an association loses access to its administrative account(s). This may occur due to board turnover, administrator resignation, account lockout, or other circumstances.

2. Who Can Request Recovery

• Current board officers (President, Vice President, Secretary, Treasurer)
• Board directors or members-at-large with documented board authorization
• Licensed property managers acting on behalf of the association
• Legal counsel representing the association with a letter of engagement

3. Required Information

All recovery requests must include:

• Full name, email, and phone number of the requester
• The requester's role/title within the association
• The name of the association/community
• A detailed explanation of why admin recovery is needed
• If the designated new admin is different from the requester, their contact information

4. Verification Process

To protect associations from unauthorized access, all recovery requests are subject to identity and authority verification:

1. Identity Verification: The requester's identity will be verified via email confirmation and, for elevated/high-risk requests, phone verification.
2. Authority Verification: We may request documentation such as board meeting minutes, election results, management agreements, or legal authorization letters.
3. Association Verification: We will confirm that the association exists on our platform and verify the requester's connection to it.

5. Risk Levels

Requests are categorized by risk level:

6. Processing Timeline

Recovery requests are processed during normal business hours (Monday–Friday, 9 AM–5 PM ET). We aim to acknowledge all requests within one business day. Actual completion time depends on the risk level and how quickly verification documents are provided.

7. What Happens After Approval

• The designated person will be granted HOA admin access to the association.
• Existing admin accounts are not automatically removed or deactivated.
• The new admin can manage other users through the normal admin interface.
• All recovery actions are logged in the platform audit trail.

8. Safeguards

• The last remaining HOA admin of any association cannot be removed or deactivated through the admin interface, ensuring associations always maintain at least one admin.
• All recovery request submissions, status changes, approvals, and rejections are recorded in the audit log.
• Duplicate pending requests for the same association and email are prevented.

9. Rejection and Disputes

If a recovery request is rejected, the requester will be notified with the reason. Requesters may submit a new request with additional documentation. For disputes, please contact our support team directly.

10. Fraud Prevention and Ownership Verification

AssocRecords may require additional documentation or verification steps if there is any uncertainty regarding the ownership or authority of the requestor.

If conflicting claims arise regarding administrative control of an association account, AssocRecords reserves the right to delay or deny recovery until ownership and authority can be reasonably verified.

In certain cases, AssocRecords may require documentation such as board meeting minutes, management agreements, or legal authorization before granting administrative access.

11. Limitation of Responsibility

AssocRecords will make reasonable efforts to verify the identity and authority of individuals requesting administrative access recovery.

However, AssocRecords cannot independently verify the internal governance decisions of homeowner associations.

By submitting a recovery request, the requester affirms that they are authorized to act on behalf of the association.

AssocRecords is not responsible for disputes between board members, property managers, or other parties regarding administrative authority.