There is no need to cancel or reschedule a viewing. If you are unable to or no longer wish to view the property, simply don’t go to the viewing. You will not be penalized, nor will you lose any of your viewing credits.
Hang tight! Our security team is reviewing your account to make sure everything looks OK. We do this after every 3 viewings to make sure your account hasn’t been compromised and you’ve been following our guidelines. If you are at the property now, skip to the form below.
The review process usually takes up to 2 hours. If it has been longer than that, please submit a ticket below. If everything looks good with your account, you will receive 3 additional viewing credits.
In the case of a stolen, damaged or vandalized item on the property, we need to verify your identity to ensure the protection of our homeowners and property managers.
Please note that any information collected from our users will not be sold, shared, or rented to others in ways different from what is disclosed in our privacy statement.
If you are not comfortable providing this information, please contact the property manager directly to schedule a viewing.
There are a couple possible reasons that your account may be closed:
If you believe your account was closed in error, please click the Chat Now button for immediate assistance or submit a request below. Please allow our team up to 72 hours to review your request and get back to you.
Something about your account activity alerted our security team. Possibilities include:
If you believe your phone number was banned in error, please click the Chat Now for immediate assistance or submit a request below:
I’m sorry to hear that you are having trouble uploading your documents. This is usually a result of poor cell reception or a minor software glitch.
Please try the following troubleshooting steps:
Hope this helps. If you are still having trouble, please submit a ticket below:
Please note that although it may appear your card was charged multiple times, these charges are pending and should not settle. If you pressed the back button or refreshed the page after you entered in your credit card information, it may have triggered multiple $0.99 authorization holds, which normally drop off in a few days.
If you notice that the charges do not settle, please click the Chat Now button for immediate assistance or submit a refund request below:
To reset your password:
If you forgot the number you used to register you may create a new renter account to see properties.
For security reasons, there is no option to change the telephone number on your account. You can however, open a new account using your new number. Sorry for any inconvenience.
You can cancel your account, from the Settings tab, located in your profile. Also, please be advised that your account does automatically shut down after 20 viewings, or 30 days, whichever comes first.
We’re sorry that things didn’t work out. Please click the Chat Now button below to get immediate assistance or submit a refund request and our team will get back to you within 72 hours.
From the listing page, click on Enter Property Yourself. You will be required to input the serial number of the lockbox to receive a code and get inside. Don’t forget to lock everything up when you leave!
Please note:
To better understand how to view a property at your own convenience, please watch the short video below. This shows you all the steps needed to obtain an access code.
Renter Check In from Rently Consumer 2.0 on Vimeo.
If the listing says “Schedule Agent Showing”, this property requires an agent to show you around. After you click this button, you will need to login, and then you can select a showing time that works for you and the agent.
If neither button is present, this property is not yet available for rent and you will need to contact the property manager for further details.
There are a couple of reasons things might have gone wrong:
First, make sure you put the code in correctly.
If multiple attempts do not work, this lock must not be synced properly. This means you cannot complete the showing at this time.
Contact the property manager to let them know the codes did not work. Click on the Chat Now button below to speak with a live Rently agent. You can also submit a ticket below and someone from our team will reach out to you with an update.
A Rently lockbox looks like the picture below (the color may vary) and is typically on the front door, but in some instances, the property manager may put it in a more discreet location.
Please check the listing to see if the property manager left any notes. If not, check the other doors around the property (garage, back door, side door). If you still cannot locate the lockbox, the property may no longer be available for rent, but the property manager did not get a chance to notify us yet.
Please contact the property manager directly to check the status. You can find their contact info on the Rently listing.
Do the numbers light up on the keypad? If not, it means the battery is dead and unfortunately you cannot complete the showing at this time.
If the numbers do light up, it may mean that the motor is jammed. Try pushing down on the top of the box and up from the bottom. By pushing the box together in this manner, it should un-lodge the motor.
If this does not work, it may mean that the box is not synced properly, and unfortunately, you cannot view the property at this time. Please contact the property manager and let them know so that they can come to replace the box.
You can click the Chat Now button for immediate assistance or submit a ticket below and someone from our support team will reach out to the property manager for you.
Someone must have forgotten to put the key back in the Lockbox or the property manager has not stopped by to put the key in the box yet.
Unfortunately, this means you cannot complete the showing at this time. Please contact the property manager to alert them that the key is missing. For immediate assistance, you can click the Chat Now button below or submit a ticket below and we will alert the property manager for you.
Look around the property to see if there are any other locks. The key may not be for the door you expect it to be.
If the key doesn’t work for any of the locks, the property manager may have put the wrong key inside the lockbox. Unfortunately, this means you cannot complete the showing at this time.
Please contact the property manager to let them know that the key doesn’t work or submit a ticket below and we will alert the property manager for you.
The serial number should be displayed clearly at the top of the lockbox. (Please see picture below)
If the lockbox resembles the picture above but the serial number is not clearly displayed, the numbers may have rubbed off.
Please check the back of the box. If you do not see the serial number on the back of the box either, it’s likely not a Rently lockbox. Rently only uses lockboxes with a keypad and the boxes are usually dark blue, black, orange, or light beige in color. We do not use lockboxes that have a number wheel. Often times property managers put 2 lockboxes on the property, 1 for renters and 1 for maintenance workers or realtors.
Unfortunately, if you do not see a Rently lockbox on the property, you will not be able to complete the showing through Rently at this time. Try contacting the property manager to discuss other showing options or submit a ticket below and someone from our team will reach out to the property manager.
First, make sure you put the code in correctly.
If multiple attempts do not work, this lock must not be synced properly. This means you cannot complete the showing at this time.
Contact the property manager to let them know the codes did not work. Click on the Chat Now button below to speak with a live Rently agent. You can also submit a ticket below and someone from our team will reach out to you with an update.
Please note that Rently is simply the technology provider that allows you to access homes at your own convenience. We do not manage properties or handle maintenance requests.
If the property is in need of repair, please alert the property manager. There are 2 ways to do so:
If someone is legally living in the property, it should no longer be listed on Rently. Please let the property manager/owner know right away or submit a ticket here and we will alert the Property Manager for you.
This means the property is not available to see yet but should be available soon. You will receive an alert as soon as it is available.
In the meantime, if you need more information on the property or want to know when it will be available, please contact the property manager/owner.
Please check the Rently listing for this information. If it is not listed, you will need to contact the Property Manager/Owner with any additional questions you may have.
Please note that Rently is simply the technology provider that allows you to access the home at your own convenience. We do not manage properties or handle maintenance requests.
There is no need to cancel or reschedule a viewing. If you are unable to or no longer wish to view the property, simply don’t go to the viewing. You will not be penalized, nor will you lose any of your viewing credits.
You can find the Property Manager’s contact information on the Rently listing, to the right of the page.
Please keep in mind that property managers receive tons of calls every day and they may not be able to answer right away. Please leave a voicemail or try back at another time.
If you applied through the Rently website, you can check the status of your application from the Pending Applications tab.
If you do not see your application here, you did not apply through Rently and you will need to contact the Property Manager directly to check the status of your application.
If you applied through the Rently website, please submit a ticket below and someone from our Application department will be in touch with you shortly. Please allow up to 48 hours for a reply.
If you did not apply through Rently, you must contact the Property Manager/Owner directly.
If your identity can’t be verified you will need to contact Transunion. Please call (866) 775-0961 for further assistance.
If you are having trouble uploading documents, it may be due to one of the following reasons:
To resolve this issue, you can try taking the following actions:
If the issue persists, please submit a ticket below.
Once logged into your renter account, the following information can be edited:
If you need additional information corrected, please submit a ticket here. If you did not apply through the Rently website or you do not see the application under the Pending Applications tab, you will need to contact the property manager/owner.
We’re sorry to hear that. First, we need to know if your application was through us or sent to the property manager directly.
If the application was through the Rently system, please understand that your application can be used again on any other property that accepts Rently applications. You don’t need to pay a second time to reuse the application! If you still need help, please fill out a ticket below.
If the application was through the property manager’s system, you need to contact them directly.
From the listing page, you will see an Apply Now button. Please follow the prompts to apply.
If you do not see an Apply Now button, the property manager does not allow online applications through our site so you will need to contact the property manager directly to ask about the application process.
Do not wire any money to this person! They may ask you for more information or ask you to send money via Western Union.
Do not keep going, especially if the deal seems too good to be true! Check the Rently listing to verify that the person you are in contact with is from the same Property Management company listed on Rently.
If you’ve already sent money to this person, please click here.
We are so sorry to hear you had this type of experience. Here at Rently we value our renters. We will work with you and any legal investigations that may follow. Please fill out the form below and someone from our Security team will reach out to you shortly. Please allow up to 72 hours for a response.
If you saw the listing on Craigslist and the price is lower than the price listed on Rently, it’s a good chance that this is a fraudulent listing.
Check the Rently listing to verify that the person you are in contact with is from the same Property Management company listed on Rently. If there is a discrepancy, please do not send money to this person and end communication with them.
You can also submit a request to our security team here if you need further assistance. Please allow up to 72 hours for our Security team to get back to you.
If you need additional assistance, please submit the form below and someone from our Support Team will email you. Please provide a detailed description of your problem so that your request goes to the right department.
If you’re at the property and you’re experiencing issues with the lock or key, click here.
Please note that Rently is a self-showing option for renters to view properties at their own convenience. We do not offer separate accounts for realtors or MLS agents at this time.
If you still wish to tour the property, you will need to create an account as if you are a Renter. You can also contact the Property Manager/Owner to ask for “vendor” access.
Vendor access is at the discretion of the Property Manager/Owner. Rently does not provide vendor access.
Rently does not pay commissions to realtors or MLS agents. Please contact the Property Manager/Owner directly to see if any arrangements can be made.
The Property Manager will need to provide you with an access code. If you already have an access code and are still having trouble entering the property, please contact the Property Manager/Owner directly for assistance, as they may need to give you a new code or reset your account.
We’re sorry to see you go. If you no longer wish to receive texts or emails from us, there is an Unsubscribe link at the bottom of every alert we send to you. You can also cancel your account from the Settings tab.
There is no need to cancel or reschedule a viewing. If you are unable to or no longer wish to view the property, simply don’t go to the viewing. You will not be penalized, nor will you lose any of your viewing credits.
