There are real deadlines today that matter — but they're tighter for portal users than direct renters.
We prioritize same-day payments. When a payment is due today, we move that review to the front of the line — ahead of reviews that aren't time-sensitive. So the sooner you upload, the better your chance of clearing the hold before today's cutoff.
For portal users with a same-day payment hold:
Before 2:45pm ET: upload the required documentation. This is the deadline for first submission.
5:00pm ET: if our compliance department asks for a correction, you have until 5:00pm ET to resubmit.
After 6:00pm ET: we can't accept more documentation today. The payment is returned to your portal.
For direct renters:
You have 2 business days from when the notification was sent — not same-day
Upload through the app or the link in the email as soon as possible
Compliance reviews within 1 business day after upload
If you're a portal user and you're already past 5:00pm ET:
The payment may still get reviewed today if it was submitted before the cutoff
If not, the payment will be returned to your portal
Your landlord may charge a late fee from their side — we can't waive those
Your portal will typically schedule a new payment attempt automatically
What to do right now:
Upload your documentation immediately through the app or the email link
Don't try to send it via chat, SMS, or email reply — compliance can't accept those channels
Have a backup plan — if today's payment doesn't go through, you may need to pay your landlord directly (bank bill pay, Zelle, etc.) to avoid late fees
If you genuinely can't meet today's deadline: get in touch right away. We can't bypass the deadline, but we can help you understand exactly what happens next so you can plan.