Issues That Can Effect SmartMove Orders

What if my renter is unable to pass Identity Authentication?

When the renter sets up their account they're required to answer a series of personal questions to authenticate their identity and grant consent to screening before their credit and criminal information is made available to a landlord. If a potential renter has difficulty with this process, please have him or her contact SmartMove directly for further assistance. We recommend they call this number > (866) 775-0961 They can also contact SmartMove via this form but a response will be ...

What if I need to cancel a SmartMove application I submitted which isn't completed yet?

If the renter has not completed the confirmation and authentication steps, the order can be canceled from within the member's dashboard. Just follow these steps: - Login to your Client Area (https://screen.rentprep.com/account/login) - Click Orders - Find the SmartMove order you'd like to cancel - Click "Cancel Application" underneath "ACTIONS" If the order was already purchased by the landlord they can request a refund as long as the tenant did not complete the report on their e...

What if I need to cancel a SmartMove application which HAS returned results?

If the renter has already completed the confirmation and authentication steps, the landlord can proceed to step 3 (Make Decision) and select a decision. This does not remove the charge or the results, however it does mark the application as complete and issues an email to the renter indicating a decision has been made. The renter can then log into his or her account to view the decision and the landlord's comments.

What if the renter did not get the email from SmartMove that the landlord initiated?

For SmartMove orders processed through RentPrep the landlord can resend the invitation to the tenant applicant inside of their member's dashboard. - Log In to your RentPrep Account : https://screen.rentprep.com/account/login - Click "Order" in the left-hand menu - Select the order in question - Click the "View Order Details" button - Click "Resend Invitations" in the right hand menu Step 4 - View orders Detail inside of your Order Step 5 - Resend Application

What if the renter did not get the email from SmartMove because their email address may have been entered incorrectly?

If the landlord entered the email address incorrectly they will need to delete the report and start a new SmartMove order.