Here are the FAQs related to the tenant portal:
1) How can a tenant submit new service requests from the portal?
Answer: A tenant can submit a new request from the navigation tabs on the left-hand-side of the portal. He/she simply clicks ‘Submit New Request’ and the request is sent to the respective property manager.
2) Can a tenant change his/her banking details?
Answer: Yes, a tenant can do that from the portal by clicking on the credit card symbol (boxed red on the image) at the top of the page. This leads them to the payment page, where the credit card profile and EFT profile can be viewed. They can edit them from there.
3) How can a tenant turn on/off auto-payment of rent?
Answer: Please refer to the previous question, and focus on the image. The steps for turning on/off auto-payment of rent are similar to that for changing banking details. The option for doing that is right beside the links to view the EFT profile.
4) How can a tenant reserve a room?
Answer: From the ‘Reservation’ tab, the tenant can choose a room from the drop-down bar at ‘Select a Resource’. He/she can choose the date and preferred time, as well as leave a note.
5) How can a tenant obtain updates on a maintenance request? Can he/she comment on the progress too?
Answer: From ‘My Service Requests’, the tenant can click on the text-box icon on the right. This leads to the page where conversations related to that service request can be seen. The tenant can add comments from here and also view any new updates provided.
6) How can a tenant view all the documents? Can he/she also upload new documents?
Answer: From the portal, the tenant just needs to go to the ‘Documents’ tab on the panel. From the page redirected to, the tenant can view all the documents uploaded by the property manager/landlord in the ‘Shared Documents’ section. As for uploading documents, the tenant can do that on the right-hand side of the page in the ‘Upload New Document’ section. The documents they upload can also be viewed on the same page, and they can be downloaded by the property manager/landlord.
7) What happens if a tenant pays the full amount for multiple invoices?
Answer: Once a tenant does this, the system will automatically close all the invoices one by one. Accounting transactions are also updated automatically, as well as the reports for rent.
8) How could a tenant change their profile details?
Answer: The tenants click on ‘My Profile’ on the navigation panel, which leads them to the profile page. They can also go to this page from the top-right corner beside the logging out option. On the profile page, the tenant can submit to change their profile (e.g. names, phone), social media, passwords and emergency contacts. Once the tenant clicks ‘Submit’, the changes are made.
9) Where can the tenant view previous maintenance requests?
Answer: From the navigation panel, he/she can click on ‘My Service Requests. From the page that comes up, all previous and ongoing requests can be seen.
10) Can a tenant upload pictures for maintenance requests?
Answer: Pictures can be uploaded only when making a new service request. They cannot be uploaded to an ongoing request. From the navigation panel, the tenant goes to ‘Submit New Request’. From here, a maximum of 5 pictures can be dragged and dropped, or they can also be uploaded by browsing.
11) How can a tenant view the details on a monthly bill?
Answer: The details on a rental bill can be seen on the ‘Payments & Invoices’ page. Here, beside the ‘Pay Now’ option, there is a preview button. Clicking this would expand upon the details of the rental bill for that month.
12) How can the tenant communicate with the landlord?
Answer: From the ‘Mailbox’ page in the navigation page, it is possible to send an email to the landlord/property manager. By clicking on ‘Compose’ in the top left corner, the tenant sends a message to the landlord. On the other hand, all messages sent by the landlord can be viewed in the inbox.
13) How are tenants notified of service requests?
Answer: As can be seen from the service request page, beside each, there is a bell icon, which usually means that an email is automatically sent out to the tenant regarding an update for a request. This notification can also be chosen to be turned off. Other than this form of notification, comments can be left for the request, which the tenant can see.
14) Can tenants add multiple credit cards?
Answer: No, it is not possible to add multiple credit cards as of yet. However, we are working on it and that option will be available as soon as possible.
15) Can a tenant make partial payments?
Answer: Yes, as shown in previous questions, it is possible to adjust the final amount that he/she can pay using the ‘Pay Overdue Amount’ or ‘Pay Full Amount’ options. However, this is only possible via an EFT profile.
16) Can a tenant print a receipt for his rent payment?
Answer: Yes, it is possible to print a receipt for a previous rent payment. To do that, tenants need to go to the payment page and click on the ‘Payment History’ tab in the middle of the page. From here, tenants can select which rental month’s receipt he/she can download by clicking on the ‘RECEIPT’ button near the end of each row.
17) Why can’t a tenant see the receipt for a payment that was made? How long do payments take?
Answer: The most obvious answer for this is that the rental payment is still in processing. It normally takes up to 5 business days for a payment to go through, and this can vary according to the tenant’s bank. Only after payment is fully processed can a receipt be fully generated.
18) Can a tenant view the receipts for an extended period of months?
Answer: Yes, that option is coming soon. It is still in the development process.
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