← Help center · Renters

Renter portal: requests inbox and settings

What renters can do in their account on your website, and how to approve move-out notices, payment extensions, gate code resets and more.

Renters sign in at /account on your website (the "Tenant login" link in your site footer). From there they can pay, manage saved cards and bank accounts, turn autopay on or off, download receipts, sign documents, message you, and send requests.

## The requests inbox
Renters → Requests lists everything renters ask for, newest and open first, with counts per type:

  • Move-out notice: date (respecting your notice period), reason, forwarding address and walkthrough preference. Approving sets the lease end date.
  • Payment extension / promise to pay, the renter picks an invoice and a pay-by date. Approving sets that date on the invoice: late notices, late fees, overlocks and automatic gate-code lockouts wait until then. You can change the date and the fee before approving.
  • Unit transfer / upsize and move-in date changes, approve to record the date, then do the move from the renter's profile.
  • Maintenance (with photos), opens a work order; manage it under Units & Map → Maintenance.
  • Add a unit: goes to the waitlist; assign a unit from there.
  • Gate code reset: approve to issue a new code (type one, or leave blank for a random 6-digit code). The old code is revoked and the renter sees the new one in their account.
  • Insurance proof: the uploaded file is on the renter's Documents tab; Accept or Decline.

Every decision is shown to the renter with your note, recorded in the audit log, and an email is queued to them (it only sends when outbound email is on for the platform).

## Settings
Settings → Renter portal turns each action on or off and sets the policy: extension max days, max per year and fee; notice period and walkthrough instructions; and the optional "Invite a friend" block.

## Payments in the portal
- With Authorize.net connected (Settings → Payments), renters pay through the secure hosted checkout and can save cards or bank accounts to their gateway customer profile. No card numbers touch our servers.
- Without a gateway, renters see "Online payments aren't set up yet, pay at the office", plus your office-fee and cash-discount notes.
- Card surcharges and ACH steering follow your Payments settings.

Managers: these steps are also in your dashboard under Help & support.