Frequently Asked Questions

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Account Issues

I need to cancel or reschedule a viewing

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. 

I’m out of 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.


Why do I have to upload my ID and a photo of myself?

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.

My account was closed

There are a couple possible reasons that your account may be closed:

  1. Your account will automatically close after 30 days
  2. You have reached your max number of viewings of 20.
  3. A suspicious activity has been reported with your account to alerted our security team. Possibilities include:
    • Viewing properties at extreme distances from each other.
    • Not uploading a proper identification (we require a U.S. government or state issued photo ID, such as a driver’s license or a passport).
    • Your personal information, such as your name, did not match your uploaded ID.
    • You were difficult to identify in your selfie or looked substantially different than your photo ID.
    • You have entered incorrect debit/credit card information too many times.

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.

Chat Now


My email/phone number was banned

Something about your account activity alerted our security team. Possibilities include:

  1. Viewing properties at extreme distances from each other
  2. Not uploading proper identification (we require a U.S. government or state issued photo ID, such as a driver’s license)
  3. Your information, such as your name, did not match your uploaded ID
  4. You entered in the wrong debit/credit card information too many times
  5. You were difficult to identify in your selfie, or looked substantially different than your photo ID

 

If you believe your phone number was banned in error, please click the Chat Now for immediate assistance or submit a request below:

Chat Now


I can’t upload my ID

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:

  1. Restart your phone
  2. Turn your wifi off and back on again
  3. Make sure your camera permissions are set correctly (Read more about that here).
  4. If these tips do not work, you may want to try downloading the Rently app.

Hope this helps. If you are still having trouble, please submit a ticket below:


My card was charged more than once

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:

Chat Now


I need to change my password

To reset your password:

  1. Go to Rently.com or the Rently App and click on Renter Sign In.
  2. Click on Forgot Password and enter the number you used to register on Rently.
  3. A link will be texted to you so that you can reset your password.

If you forgot the number you used to register you may create a new renter account to see properties.

I need to change my phone number

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.

I want to close my account

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.

I want a refund

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.

Chat Now


Requesting Codes

I want to schedule a viewing

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:

  1. You must be using a valid cell phone number.
  2. No google voice or pre-paid phones.
  3. You can only receive a code once you are in front of the property.
  4. You must be using a valid Credit/Debit card attached to a US bank. No pre-paid cards.

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.

I never received a code

There are a couple of reasons things might have gone wrong:

  1. If you clicked the Call Me Now button and nothing happened, make sure you entered the correct phone number when setting up your account. (You can check this from the Settings page).
  2. If your phone number was entered incorrectly, you will need to create a new account using your correct phone number. For security reasons, you are not able to change your phone number.
  3. If your account has the correct phone number but you still haven’t received a call, try pressing the Call Me Now button again.
  4. You must complete the phone prompts in order to receive a code. If multiple attempts do not work, you cannot complete the showing at this time. Please contact the property manager directly for other showing options.
  5. If you went through Call Me Now but never received a code, make sure you entered the correct serial number. Click the Call Me Now button to try again if you think you made a mistake.
  6. If you completed Call Me Now with the correct serial number, you should have heard the code on the phone, as well as received a text message with the code. If neither happened, you cannot complete the showing at this time. Please contact the property manager directly for other showing options.
  7. If you were using the app, confirm you put in the correct serial number and try again. If you’ve tried multiple times but never received a code, you cannot complete the showing at this time. Please contact the property manager directly for other showing options. Click on the Chat Now button below to speak with a live Rently agent. You also submit a ticket to Rently support.

Chat Now


The code didn’t work

First, make sure you put the code in correctly.

  1. For a lockbox, press enter, input the code (numbers only) and then press enter again.
  2. For a Bluetooth lock, press #, input the code (numbers only) and press # again.

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.

Chat Now


Lock/Key Issues

I can’t find the lockbox

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.

A set of Rently Lockboxes with shackle and keypad

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.

Lockbox won’t open

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.

Chat Now


There’s no key

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.

Chat Now


The key doesn’t work

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.

I can’t find the serial number

The serial number should be displayed clearly at the top of the lockbox. (Please see picture below)
A set of Rently Lockboxes with shackle and keypad

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.

  • Accepted file types: jpg, png.


The code didn’t work

First, make sure you put the code in correctly.

  1. For a lockbox, press enter, input the code (numbers only) and then press enter again.
  2. For a Bluetooth lock, press #, input the code (numbers only) and press # again.

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.

Chat Now


Property Issues

The property needs repairs

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:

  1. Fill out the viewing survey and notate any damage you noticed.
  2. Contact the property manager/owner directly.

Someone is already living in the property

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.


The property is on waitlist

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.

I have questions about the property (Pet policies, section 8, etc.)

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.

I need to cancel or reschedule a viewing

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. 

I need to contact the property manager/owner

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.

Application Issues

I want to check the status of my application

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.

I’m having trouble filling out my 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.


I can’t verify my identity for the application

If your identity can’t be verified you will need to contact Transunion. Please call (866) 775-0961 for further assistance.

I can’t upload my documents

If you are having trouble uploading documents, it may be due to one of the following reasons:

  • Poor internet connection
  • Photo file size is too big
  • System is experiencing an issue

To resolve this issue, you can try taking the following actions:

  • Connect to a stronger internet source
  • Email the documents directly to the Property Manager and they may upload them for you
  • Try uploading the documents after resizing the image

If the issue persists, please submit a ticket below.


I need to make a change to a submitted application

Once logged into your renter account, the following information can be edited:

  • Income
  • References
  • Move-in date
  • Adding documents
  • Managing your co-applicants

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.


I want an application refund

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.

I want to apply to a property

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.

Other Issues

I might be dealing with a scammer

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.

I was scammed

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.


I need to know if this is the right price for this property

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.


I need to speak with someone

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.


I want to create an account as a realtor or an MLS agent

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.

Will I receive an MLS commission for helping to lease a property?

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.

Hubzu Properties

If you are trying to view a home through Hubzu, Hubzu will first need to provide you with a vendor access code. If you have not already done so, please contact them here. If you already have a vendor access code and are still experiencing issues, please see our Lockbox troubleshooting tips here.

I’m a vendor and I can’t get into the property

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.

Please stop sending me texts/emails

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.

I need to cancel or reschedule a viewing

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.