Is the applicant having trouble signing the application?

  1. Check for digits and symbols added where they shouldn’t be (example: periods, commas, extensions on phone)
  2. Have applicant log out, clear cache, and log back in
  3. If using a desk top, have the applicant try using a mobile device or visa versa
  4. Google chrome works best, have them try on google chrome and if they are make sure their chrome is up to date
  5. If none of the above help, submit a support ticket with the name and unit number of the applicant  
  6. Cant Wait because it's urgent?  Last resort: 
    1. Send a Bluemoon application, rental criteria, and other docs applicable
    2. Applicant sends back signed application and docs and copy of photo ID; if they don’t have a scanner, you can accept photos of the documents and collect the originals when they are in the office.
    3. Push the application through CRM  
    4. Generate a WIPS number and have them remit payment at a WIPS location
    5. Run the screening manually 

Is the applicant or roommate having trouble paying for the application?

  1. Did the applicant click debit and enter credit or visa-versa.
  2. Is the payment method already in use by another person in Rent Café?
  3. If payment is in use by the applicant in Rent Café, are they using the same email address?
  4. If they are getting a 3DS failure, they can’t authenticate their identity and will need to try another payment method.
  5. Did the payment processing time out?  Have them wait 30 minutes and try again, it’s an internet connection issue.
  6. If none of the above help or applies, submit a support ticket with the name and unit number of the applicant
  7. Cant Wait because it's urgent?  Last resort:   
    1. Push the application through CRM
    2. Generate a WIPS number and have them pay at a WIPS location
    3. Run the screening manually


ALWAYS INCLUDE THE NAME OF THE APPLICANT AND THE UNIT NUMBER