Verification is required when requested — there isn't alternative documentation we can accept. That said, here's how to navigate it.
If you genuinely don't have a copy of your document:
For rent (lease):
Ask your landlord or property manager. Most landlords can email you a copy quickly. They have it on file for their own records.
Check your email. If you signed your lease digitally, the signed PDF was likely sent to your email address (often from DocuSign, HelloSign, or your property's portal).
Check the property's resident portal. Many portals keep a digital copy of the lease in your account documents.
For a mortgage (statement):
Log into your mortgage servicer's portal. Almost every servicer makes recent statements downloadable as PDFs from your account.
Check your email. Servicers typically email a monthly statement notification — your most recent statement should be there.
Call your servicer. They can resend a recent statement.
For an auto loan (documentation):
Log into your auto loan servicer's portal. Recent statements or payment confirmations are usually downloadable.
Check your email. Servicers often email statements or payment notifications.
Call your servicer. They can resend documentation or provide an account summary letter.
If you have a non-standard arrangement (subletter, renting from family, informal arrangement, private loan):
Contact our Support team before the deadline
Our compliance team can review unique cases
They may accept alternative documentation (a sublease agreement, a letter from the primary party, a loan agreement, etc.) on a case-by-case basis
We can't promise approval — it depends on what compliance can verify
What happens if you don't provide documentation:
The payment can't process while the hold is active
After the 2 business day deadline, the payment is canceled
If your landlord has a portal, your payment may go back to them — you'd need to pay them directly using another method this month
A second missed deadline can result in account suspension
The cleanest path: get a copy of your document ASAP — most landlords, lenders, and servicers can provide one quickly.