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 landlord can proceed to "step 3" - Make Decision - and Decline the application cancel the request. The landlord may wish to add comments indicating to the renter there is no further need to respond or apply. An email will be issued to the rental applicant indicating that his or her application has been declined. Since the renter has not completed his or her confirmation or authentication at this point, no char...

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?

If the rental applicant has not yet received an email from SmartMove prompting him or her to create an account and/or to grant consent to the screening, he or she can still do so by going directly to the SmartMove site and clicking on any of the "Create an Account" buttons and creating a renter account (if the renter does not already have a SmartMove account). The renter must create an account using the email address that the landlord sends the request to. Once the renter sets up an account, ...

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

If the landlord has entered the incorrect email address for the rental applicant, he or she can add that renter again with the correct email address and then delete the incorrect renter profile. To accomplish, this first the landlord must log in to their account and click on the Application History tab on the top of the page. Select the application with the incorrect email address. Click on the first tab, "Step 1 Edit Requested Information". At the bottom of the page, click on "Add Renter". E...