Frequently Asked Questions

On the login page, click "Forgot Password?" and enter your registered email address. You'll receive an email with instructions to reset your password. The reset link is valid for 1 hour for security purposes.

Yes! We use bank-level encryption (256-bit SSL) for all data transmission. Sensitive information like Social Security Numbers are encrypted using Azure Key Vault in production. Your data is stored securely in Microsoft Azure cloud infrastructure with multiple layers of protection.

Yes! Your application progress is automatically saved as you complete each section. You can log out and return at any time to continue where you left off. All your information remains secure until you're ready to submit.

You'll typically need to provide:
• Personal information (name, contact, SSN)
• Emergency contact details
• Rental history (addresses, landlord contacts)
• Employment information and income verification
• Information about other occupants
• Personal and professional references
• Answers to property-specific questions
• Application and screening fees when required (card checkout)
• Background and credit screening (Part 2) after it is unlocked for your application

Part 1 of the application typically takes 15–30 minutes if you have your information ready. Screening (Part 2) timing depends on Checkr and when the agent or landlord unlocks it. Once submitted, property managers (or agents, then landlords on transferred applications) typically review within 1–3 business days. You'll receive email notifications about status changes.

Once submitted, you cannot directly edit your application. However, you can communicate with the property manager through our secure messaging system to provide additional information or corrections.

Each organization has a shareable org code. Agents and landlords exchange codes under Companies (Agent portal) or Transfers (manager portal) to create a link. Linked agents can submit approved applications to that landlord for review.

The primary agent is the person who completes Agent company signup — the same idea as the primary account manager on a landlord organization. They appear as Primary agent under Agent Settings → Users. Invited staff are not primary.

Yes! You'll receive email notifications whenever your application status changes (received, under review, approved, declined) or when a property manager sends you a message. You can also check your application status anytime by logging into your account.

Rent and deposit refunds are processed through Stripe back to the same card or bank account used for the original payment. Your property manager initiates the refund; Stripe forwards it to your bank or card issuer.

• Credit or debit card: usually 5–10 business days before the refund appears on your statement, depending on your bank. Some banks post it in 2–3 business days; others can take longer. If the refund was issued soon after you paid, it may appear as a reversal (the original charge is removed) rather than a separate credit.
• Bank account (ACH): typically at least 3 business days for Stripe to process, and often 3–5 or more business days before it shows in your account — timing varies by bank.
• While you wait: the portal may show Pending refund. You do not need to pay again; no action is required on your side.
• Still missing a card refund? If nothing appears after 10 business days, contact your bank. Processing fees charged on the original payment are generally not refunded.

Timing follows Stripe’s refund guidance and your financial institution’s posting schedule.

Your landlord issued a refund through Stripe. The portal shows Pending refund until your bank or card issuer posts the credit. You do not need to take any payment action. Card refunds usually settle in about 5–10 business days; bank (ACH) refunds often take at least 3–5 business days after processing, depending on your bank.

New landlord accounts review bank payments before Stripe charges them. Your rent is not Completed yet, and you should not pay twice. A card under $500 usually goes through immediately if your landlord accepts cards. The name on the bank account must match the name on your tenant record. If review expires (about 72 hours) or is declined, you can retry or contact your property manager. Bank auto-pay may be unavailable until their account finishes its new-account period.

Yes! Our platform is fully responsive and works seamlessly on smartphones and tablets through the web app. You can also download on Google Play or download on the App Store.

Please contact us through the "Contact" page with details about the issue, including what you were trying to do and any error messages you received. Our technical team will investigate and respond promptly.