Frequently Asked Questions
Answers for residents, property managers, and leasing agents
Account & Registration
Choose the path that matches your role from Get started or Sign In:
- Tenant / Resident — apply for a rental and manage your resident account
- Company / Member — landlord or property-manager organization signup
- Agent — free leasing / listing portal for real-estate agent companies
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.
Application Process
Most applicants start from a registration link shared by a landlord or leasing agent for a specific rental.
You can also sign in as a tenant, open My Applications, and click Start New Application when that option is available.
The wizard walks you through personal information, rental history, employment, references, and related sections (Part 1), then screening when unlocked (Part 2).
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
• 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.
Agent Portal
The Agent portal (
/Agent) is a free Owner Agent Mode workspace for real-estate agent companies.
Agents list rentals, share registration URLs, collect listed application and screening fees via Stripe Connect,
approve applicants, then submit (transfer) applications to linked landlord companies for final review.
See the Agent Portal — Getting Started guide.
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.
Communication
Each application has a built-in messaging feature. Navigate to your application and click on "Messages" or "Chat" to send secure messages directly to the property manager. You'll receive email notifications when they respond.
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.
Payments & Refunds
Online rent payments use Stripe. Your checkout total can include two fee lines:
a processing fee (card is 2.9% + $0.30; bank/ACH is lower and depends on your landlord’s plan)
and a Tenantivo service fee (Starter uses a configured percent; Landlord, Investor, and Portfolio use
$1.50 flat on ACH or 0.6% on card so the card total matches 3.5% + $0.30).
Your landlord may pass these fees to you at checkout or absorb them from their payout.
See our pricing page for published examples; your payment screen shows the exact amount before you confirm a charge.
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.
Technical Support
Our platform works best on the latest versions of Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari. We recommend keeping your browser updated for the best experience and security.
Yes! Our platform is fully responsive and works seamlessly on smartphones and tablets through the web app. You can also download the Android app on Google Play. The Apple app is Coming Soon.
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.