Account Issues

If you have any questions regarding opening/closing an account, billing and personal information here is where you might be able to find it.

Issue Categories

Frequently Asked Questions

  • 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 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

  • 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 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 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.

  • 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 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 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. goverment 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

  • 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

  • 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.

  • 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.