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. If your documentation is in by the deadline in your notification, it's decided the same day and we email you the outcome — so upload as soon as you can.
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 team 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
Our compliance team decides the same day your document comes in, as long as it's in by that deadline, and emails you the outcome
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 — our compliance team can't accept documents sent that way
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: we can't bypass it — the payment will be returned to your portal, and the sections above walk through exactly what happens next so you can plan.