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. 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. Have they entered their social security number? Are they 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.
Your renter needs to make changes to their application.
Unfortunately, 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 “Applications” 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.
Depending on which site your renter applied from, they can access their rental applications hub by visiting:
Your renter is having trouble paying for their application.
Please have the renter attempt to process their application using Google Chrome or Mozilla Firefox.
Your renter told you that they received an application invitation from a site other than Zillow.
Zillow Rental Manager is a platform that posts rental listings to Zillow, HotPads, and Trulia. If your renter has an account on any of the three sites, Rental Manager will send them an invitation from the brand that they most recently interacted with. Regardless of which brand your renter uses to complete their application, you’ll be able to view it from your Zillow Rental Manager account.