Below are common scenarios that your renters may run into and how to troubleshoot.
Your renter can’t find the email inviting them to set up payments.
Double-check the email that was entered for them to ensure there were no typos. If the email was spelled correctly, the email may have ended up in your renter’s spam or junk folders, so they should check there.
You can also resend the payment invitation email from your Zillow Rental Manager listing. In the Manage tenants section of your listing, click to manage your renter’s terms. Under the Upcoming section of Payment activity, click Resend invite. This will send an email to your renter with a link to set up their account. If you don’t see a Resend invite button, please see the paragraph below.
Your renter opened the invite to set up payments, and needs to complete the setup process.
If the upcoming payment shows the date that the invite was opened, you will no longer have the option to resend the invitation. Instead, you can advise your renter to go straight to their payment dashboard to complete the payment setup process. When they visit their payment dashboard, our system will remember where they left off and prompt them to complete the next step. This article has instructions on how to access the renter payment dashboard.
Your renter is having trouble verifying their bank account using micro-deposits.
Micro-deposits are two small payments that Zillow will send to your renter’s bank to verify that they input the correct banking information. After your renter enters their banking information, it will take 1-2 days for their bank to receive the micro-deposits. Zillow will send these micro-deposits directly to your renter’s bank account within that time, so they will need to check your bank statement to locate the transactions.
The payments will be two separate amounts less than $1 from ZG - Rent Payments.
After your renter has located both micro-deposits, they will need to input the amounts in the verification boxes within their payment dashboard and then click Verify my account.
For more information on renter payments please visit this page.