Help an applicant who cannot finish screening
Identify the blocked step and return the applicant to their existing secure request.
On this page
Sign in to the authorized landlord account and select the intended person and rental.
Identify the step
Ask the applicant for the visible error and whether it appears at sign-in, consent, identity, payment or submission. Check the existing request’s recorded status.
Recover the same request
Have the applicant reopen the original invitation with the invited account email and use the recovery action offered by the secure screening flow. Do not complete their identity checks for them.
Escalate with the right details
If the block remains, send support the request reference, error wording, browser or phone and approximate time. Leave out passwords, identity numbers and payment credentials.
Check the result
- The blocked screening step is identified and the applicant can follow the existing request’s recovery path.
FAQs
Can I use a new email to bypass verification?
Check the original invited email and the request’s correction process. Creating a different identity can detach the request from the intended applicant.
Does an incomplete request mean the applicant failed screening?
No. A technical or unfinished step is not a returned screening result. Check the current request state before making a decision.