FAQs - 1

Topic: Application & Screenings

Question: Can I reverse a rejected application?

Answer: No, once an application has been officially marked as “Rejected,” it is a permanent decision to protect background check and workflow history. If an applicant needs to be reconsidered, they must submit a new application, or a staff member can manually re-enter their details via the CREATE APPLICATION + wizard.

Topic: Deposit Management

Question: Can applicants pay deposits online?

Answer: No, the Pay Online feature is exclusively available for active tenants through the Tenant Portal. Holding or security deposits for applicants must be collected offline (e.g., Cash, Check, or Bank Transfer) and recorded manually by an admin under the DEPOSIT AMOUNTS tab inside the Edit Application modal.

Question: How do I refund a deposit?

Answer: Deposits cannot be refunded automatically back to a card or bank from the dashboard. To return a security deposit, go to the tenant’s PAYMENTS tab, click ADD / REMOVE DEPOSIT to deduct the held amount from their ledger, and then issue the funds manually to the resident via a paper check or external bank transfer.

Question: How do I resend a deposit payment request?

Answer: The platform does not issue automated or standalone digital invoice requests for applicant holding deposits. Instead, notify the applicant directly via email or phone with your offline payment instructions, and lock the funds manually to their file via the + ADD DEPOSIT action as soon as the money is received.

Topic: Final Decisions (Approve / Reject)

Question: Will applicants receive an approval email automatically?

Answer: No, moving an application to “Approved” updates internal portal statuses and triggers lease preparation options within your dashboard, but it does not send an automated message to the applicant. You should contact the applicant directly to share the good news and send their digital lease template via Fill & Sign.

Question: Can I reverse a rejected application?

Answer: Once an application status is changed to “Rejected,” the file is archived for legal record-keeping and data compliance, and this action cannot be reversed from the dashboard. To move forward with the applicant, a fresh application must be initiated.

Topic: Application & Screenings

1. What is the screening Rating 0?

Answer: A screening rating of 0 indicates that a screening profile has been created for the applicant but no evaluations or background checks have been processed or manually rated yet. It serves as a neutral baseline status until an organization member performs the background/credit review and updates the file.

2. Can I change the primary applicant?

Answer: No, you cannot swap or replace the primary applicant on an existing application file once it has been created. If a different individual needs to become the primary applicant, you must create a brand-new application using the CREATE APPLICATION + wizard and enter their information from scratch.

3. Why is screening score showing zero?

Answer: The screening score defaults to zero when a new background check entry is initialized under the SCREENINGS tab. This means the screening has either just been created and is awaiting review, or the external sifting process has not populated a numeric evaluation.

Topic: Showings Management

4. Can applicants book showings online?

Answer: No, applicants cannot self-schedule or book property tours online through the platform. Showings must be coordinated directly with the applicant and scheduled manually by a staff member using the + CREATE SHOWING action from either the main Showings tab or inside the Application manager.

Topic: Tenant Ledger Report Operations
How do I export a tenant ledger report?

Answer: To take a resident’s ledger offline, generate a statement, or share it with accounting:

1. Navigate to the Tenant Ledger Report page from the left sidebar (Reports > Tenant Ledger Report).

2. Click the Tenant dropdown at the top left and select the specific resident’s name to isolate their ledger.

3. Once the ledger updates, locate and click the Three Vertical Dots Icon in the top-right corner of the screen.

4. Select your preferred export format from the flyout menu:

   • PDF Icon: Generates a clean, professional financial statement ideal for printing or handing to a resident.
   • Excel Icon: Downloads the ledger as a spreadsheet file for advanced internal accounting or manual matching.
   • Envelope Icon: Opens a prompt to directly email the filtered ledger report to a specified recipient.

How do I search tenant ledger entries?

Answer: To quickly locate a specific transaction, charge, or reference note inside a ledger:

1. Open the Tenant Ledger Report from the sidebar.
2. Select the targeted resident from the Tenant dropdown to view their personal ledger history.
3. Click into the Search Bar located directly above the ledger table.
4. Type in your search criteria—such as a specific unique Invoice Number (e.g., 1772357406076), a dollar amount, or keyword fragments from the entry’s Title (e.g., Rent, Deposit, or Testing 123).
5. The table will filter in real time, displaying only the line items that match your search terms.

Topic: Modifying Recorded Payments

Question: Can I edit recorded cash payments?

Answer: No. Once a payment is recorded, its amount, date, description and linked property or tenant can’t be changed. To correct one, delete it and record it again.

Step-by-Step Procedure:

1. Navigate to the Income / Expense module from the left sidebar.
2. Locate the cash transaction in the ledger table (you can use the top filters to select Type: Income and Payment Type: Cash to narrow it down quickly).
3. Click the Red Trash Icon on the right side of the row and confirm. If the payment was applied to an invoice or a tenant, the amount is taken back from the invoice, or from the tenant’s wallet (or deposit, for a deposit payment).
4. Record the payment again with the correct details: for a tenant’s payment, use ADD TENANT PAYMENT + on the Payments page; for other income, use ADD INCOME/EXPENSE +.