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Common Questions
Q
What information is provided on the Landlord Dashboard?
  • A
    The Landlord Dashboard provides a landlord an overview of their rental units and services along with easy access to additional details about their units, services, tenants, leases, and vendors. From the Dashboard, a landlord can view their account details and access resources such as a Move-In Checklist, Lead Based Paint Disclosure, and other helpful information.
Q
How do I access my subscription information?
  • A
    Once you have set up your account, you can access your subscription information by selecting My Profile at the top, right corner of the screen.
Q
How do I set up my rent deposit account information?
  • A
    After you have signed up for an account, you will enter your unit information along with your tenant details if the unit is occupied. Once this is complete, you will select TenantTag's services for your unit. If you want to collect online rent payments, you will need to complete the enrollment form and add a rent deposit account where rent payments will be deposited.
Q
How do I move-out or move-in a tenant?
  • A
    You can move in a tenant when a property is initially added to the system or when you log into your account at a later date. If you need to add or move out a tenant in the future, you select the Tenant Tab from the Dashboard and follow the approprate instructions.
Q
How do I add and schedule a message to be sent to my tenant?
  • A
    You add and schedule a message through the Message Tab which is accessed from the Dashboard. Messages can be sent once or sent on a customized, recurring basis.
Q
How do I add or change a vendor?
  • A
    A vendor can be added or changed through the Vendor Tab which is accessed from the Dashboard. A vendor can be assigned to more than one property.
Q
How do I turn off/on a service?
  • A
    Turning a service off/on is very simple and done from the Dashboard by turning the switch under each service either Off (red) or On (green).
Q
How is a tenant notified about TenantTag's services?
  • A
    After a tenant is moved into a property by their landlord, the tenant receives a text message welcoming them to TenantTag. The message provides a link to download their mobile app along with their username and password. When the tenant logs into their app, all of the services that their landlord has subscribed to are active.
Q
How does a tenant access their Mobile App?
  • A
    Once their landlord has moved a tenant into a property on TenantTag, the tenant will automatically receive a text message prompting them to download the mobile app. The message will also provide the tenant their username and password.
Q
What is included on the Mobile App?
  • A
    The mobile app is customized for each tenant and provides the ability to pay rent and request maintenance assistance. In addition, a tenant can access lease/community documents, photograhphs, vendor information, maps, a move in checklist, and much more.
Q
How does a tenant request maintenance?
  • A
    A tenant requests maintenance assistance by selecting the maintenance tab on their mobile app. When opened, they will select the type of issue, add a brief description, and then submit their request.
Q
Can a tenant text their landlord through the Mobile App?
  • A
    No, tenants can access their landlord's contact information on the app but cannot text their landlord through the app. All text messages received by tenants from TenantTag are non-returnable.
Q
How is tMaintenance set up by a landlord?
  • A
    When a landlord adds a property to their account and subscribes to tMaintenance, they can either add and assign new vendors for the property or select existing vendors that were previously added.
Q
What are the maintenance categories?
  • A
    The maintenance categories are Electric, Plumbing, A/C, Heat, and Other.
Q
How many vendors can I have?
  • A
    A landlord can only have one vendor assigned per property for each maintenance category.
Q
Does TenantTag recommend vendors?
  • A
    TenantTag does not recommend vendors at this time. As a best practice, TenantTag recommends building relationships with go to vendors in your local area for each maintenance category and establishing a per call spending limit before the vendor needs to call you.
Q
Who receives the maintenance requests?
  • A
    Maintenance requests are sent to vendors by email. Landlords receive the requests by text and email.
Q
Do vendors submit invoices to TenantTag?
  • A
    Vendors do not submit invoices to TenantTag at this time.
Q
What types of text messages does a tenant receive?
  • A
    TenantTag delivers message reminders focusing on rent payment, lease renewal, safety, preventitive maintenance, special occassions, and custom content created by the landlord.
Q
How are the text messages created?
  • A
    TenantTag automatically generates text messages from the content a landlord enters the system when adding a property, tenant, and lease. However, the system allows a landlord to create custom messages that can be delivered on a one-time or recurring basis.
Q
How does a landlord create and schedule a custom message?
  • A
    When a landlord is on their Dashboard, they go to the Message tab where they can create and schedule a message for delivery.
Q
Can a landlord see messages that have been sent or are scheduled to be sent?
  • A
    Yes, a landlord can open the Message tab from their Dashboard and view scheduled and sent messages.
Q
How does tPay work?
  • A
    tPay is an ACH based payment system. Landlords set up an account to receive payments, and tenants set up an account on their mobile app to make rent payments.
Q
What methods can a tenant use to pay their rent?
  • A
    Rent payment is made through an electronic transaction known as an ACH payment. Neither the landlord nor the tenant are charged a service fee in an ACH transaction. TenantTag does not accept credit card payments at this time due to the high service charge that a tenant is required to pay when using their card.
Q
How long does it take to receive a rent payment?
  • A
    Payments are deducted from the tenant's account on the day of payment. Due to the ACH processing cycle, the deposit appears in the landlord's account in 2-3 business days.
Q
Are there any processing fees charged to a landlord or tenant when rent is paid?
  • A
    No, there are no processing fees charged to either the landlord or tenant.
Q
Can a tenant set up recurring payments?
  • A
    Yes, tenants can set up recurring payments from the payment Rent Payment screen on their app.
Q
How does a landlord know the status of a payment?
  • A
    The landlord can see payment history for each tenant under the tenant tab. The entry is when the payment was submitted by the tenant.
Q
Does a landlord and tenant have access to their lease and other documents?
  • A
    The landlord is able to add a lease and community documents for a property and tenant. These documents automatically appear on the tenant's mobile app. A copy of the lease is required if online rent payment is being used.
Q
Can a landlord add photos of a unit?
  • A
    Yes, when a landlord adds a property to their account, they can add photos which will automatically appear on the tenant's mobile app.
Q
What does the move-in checklist include on the Tenant's App
  • A
    The move in checklist not only includes common items such as checking smoke detectors, but also allows the tenant to contact their friends with their new address and to request a change of address with the post office.
Q
How does a tenant pay their rent?
  • A
    A tenant will select the payment tab on their mobile app and set up their bank account for rent payments. The payment method is through an ACH electronic payment. There are not any processing charges to use the ACH payment. When setting up a payment, the tenant can elect for it be a one-time or a recurring payment. Once submitted, the funds will be withdrawn from the account within 24 hours and be deposited in the landlords account within 2 business days. TenantTag does not accept credit card payments due to the high fees that are charged to tenants.
Q
How does a tenant cancel a payment?
  • A
    A payment can be cancelled from the Transaction Complete Screen that appears after a payment has been submitted. If a tenant doe not cancel their payment at this step, the payment will be processed.
Q
What does a tenant view the payment history?
  • A
    A tenant can view their payment history by selecting the Payment History link on the rent payment tab.
Q
What does it mean if a rent payment has been Queued?
  • A
    If a payment has been queued, the payment has been submitted but not processed? This may indicate that the rent payment service has been turned off by the landlord.
Q
How do I add my bank if it is not listed?
  • A
    At the top of the screen listing the banks, you can select the blue link labeled, "Confirm Any Bank Account Using Account and Routing #s" and add your bank information.
Q
How do I add my bank if it is not listed?
  • A
    At the top of the screen listing the banks, you can select the blue link labeled "Add Bank" and add your bank information.
Q
Will TenantTag assist me in adding my property information.
  • A
    Yes, we would be happy to assist you in getting started with TenantTag.
Q
Can tenants split payments?
  • A
    Yes, the active tenants living in a unit can each pay towards the rent balance due on the unit.
Q
What type of security does TenantTag use to secure users information?
  • A
    TenantTag uses 128-bit encryption for password protection and incorporates confirmation technology against BOTs.
Q
What is a Micro Deposit and how long does it take to be deposited in my account?
  • A
    A Micro Deposit is a small deposit of a few cents that is used to confirm the existence of a bank account. It usually take 2 business days for a deposit to appear in your account. Once the deposit appears, you confirm the amount on TenantTag and your rent payment account is activated.