Below are common scenarios that your applicants may run into and how to troubleshoot.
Your renter is having trouble verifying their identity or they’re unable to complete their application because they’re locked out.
There are a few scenarios where a renter may be unable to verify their identity in our system. These include not having sufficient credit history, having a fraud alert or a security freeze associated with their credit file, or being outside of the country.
To try and troubleshoot with them, if they are connected to WIFI, please have them try disconnecting from the WIFI and use cellular data instead.
You can also have your renter start by double-checking details such as their name and current address. It may also be helpful to have them try a previous address. Please note that any addresses or phone numbers entered need to be US addresses.
Have they entered their social security number? Are they within the US? If they are outside the US they will either need to use a VPN to complete the screening reports section or wait until they are back within the US. Experian, a credit-reporting agency, may also be able to help them understand what is associated with their credit file that could be preventing them from completing their application.
You can provide Experian's contact information to your renter for further troubleshooting:
(1-888-397-3742 and/or 1-800-509-8495).
Your renter needs to make changes to their application.
A completed rental application cannot be changed. If you’d prefer that they make the appropriate changes to their application, start by having them visit the renter hub to withdraw their application. Next, visit the Find tenants tab of your listing and click Invite someone to apply to send your renter a new invitation. They won’t be charged again for a new application so long as it’s still within 30 days of their original purchase.
They can access their rental applications hub here: https://www.zillow.com/renter-hub/applications
Your renter is having trouble paying for their application.
Please have the renter attempt to process their application using Google Chrome or Mozilla Firefox. For more information, please visit this article: How does the renter pay their application fee
Your renters' background report is showing as unavailable.
The background report displays as unavailable when the applicant does not enter a social security number. If your renter has a social security number but has not added it to their submitted application, request that they withdraw their application before sending them a new invitation to apply. Once your renter has withdrawn their current application, they can add their SSN to the new application's screening report section before submitting it for your review.
Your renter submitted their application, but you don't see it.
For more information, please visit this article: A renter said they applied when will I receive their application