For Owners, Agents, and Managers
For Tenants, Applicants, and Co-signers
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General Inquiries
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Tax Information (for all Hemlane users)
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Account Setup
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Tenant Perks Terms
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How do I Log in to Hemlane?
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Which countries and territories does Hemlane service?
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How do I change my subscription payment account?
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Does Hemlane support co-living and room for rent?
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Does Hemlane support commercial properties?
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When does Hemlane send text messages?
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Can I view my account in Spanish or other languages?
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Does Hemlane have a mobile app?
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Tenant Perks Terms
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Bank accounts and credit cards
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Security
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For Owners & Managers
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Property Set Up
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How do I add a team member? (Owners, Leasing agents, admins)
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How do I add, edit, or delete a portfolio in Hemlane?
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How do I notify tenants of the change to Hemlane?
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How do I add a property into Hemlane that is not on Google Maps?
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How do I add my property into Google Maps?
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How do I add properties to an existing team member?
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Why can't I change my property's time zone?
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How do I delete a user (owner, agent, manager) from one property or multiple properties?
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How do I add a property?
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How do I consolidate two existing units under one property?
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How do I unarchive a property?
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How do I get set up as a property manager?
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How do I add properties or multiple units to one property?
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How do I change my subscription package per property?
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How do I change a unit name?
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Why can't I change or update the property count under the subscription page?
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What is the difference between monthly and annual billing?
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How do I add service professionals (vendors)?
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How do I add a new user (manager, owner, agent)?
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How do I archive or delete a property on Hemlane?
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How do I add a team member? (Owners, Leasing agents, admins)
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Leasing⁺
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How does Hemlane help with move out inspections?
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How does the lockbox charge work?
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What should I know before accepting a corporate lease?
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What types of rentals can Leasing⁺ service?
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How does Hemlane help with leasing?
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What is included in the Inspection⁺ service and move-out report?
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What types of repairs does Hemlane coordinate with the Rent Ready⁺ service?
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Should I have the locks changed before my next move-in?
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Are self-guided tours and digital lockboxes a safe way to show rental properties?
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How does Hemlane help with move out inspections?
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Property Marketing
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Why isn't my listing posting to one or more of the advertising partner sites?
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How do I integrate Zillow leads directly into Hemlane?
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How can I cancel a rental showing?
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How do I schedule rental showings and times with tenant leads?
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How do I change the settings on my rental listing?
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How do I advertise my rental property?
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Can Hemlane advertise my rental on Facebook?
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What link can I send to prospective tenants to apply or schedule a showing?
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How do I remove the application option from my listing?
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Can I post a house on Zillow for sale and for rent at the same time?
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Where does Hemlane advertise my rental?
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Can I integrate Hemlane into my own website?
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How do I turn on Premium Listings?
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What is the Premium Listing service for marketing?
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How can I get more leads and inquiries when advertising my rental?
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How do I post my listing to Craigslist?
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How can I get my listing back to the top of the rental advertising websites?
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How do I renew my rental listing advertisement?
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Why does my phone number not appear in the advertising?
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Can I select or limit the marketing to the rental listing websites?
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Replying to and tracking tenant leads from Craigslist
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How do I advertise an open house?
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Why can't a tenant book a showing for today?
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How do I stop advertising my property?
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Why isn't my listing posting to one or more of the advertising partner sites?
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Prospective Tenants
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How Do I Use E-Sign?
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Where do I locate the Landlord Authorization Form?
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What is income verification and how does it work?
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Does Hemlane provide access to lease agreements?
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How do I prepare the lease agreement?
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What additional pre-qualification questions should I ask?
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How do I manage my pre-qual questions?
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How is the applicant recommendation calculated?
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What does the fraud indicator mean on a screening report?
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What will I see when my applicant has a cosigner?
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Can I track and manage tenant leads (inquiries)?
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When does Hemlane send notifications to prospective tenants?
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How much does tenant screening cost and what does it include?
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How can I view which prospective tenants are attending a showing?
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I accidentally archived an applicant! How can I view them and/or unarchive them?
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How do I add or combine applicants and co-signers?
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How do I archive or reject an applicant or lead?
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What does the Hemlane rental application contain?
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How do I manage the application and screening process?
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How do I print a rental application?
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How do I request a credit and background check?
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Can Hemlane automatically respond to prospective tenant inquiries?
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Why does the tenant screening report show an address mismatch or incorrect SSN?
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How do I notify leads and applicants that a property is no longer available?
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What if an applicant does not have credit, a SSN, or is not a US citizen?
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How can I pull an applicant's credit without them logging into Hemlane?
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How Do I Use E-Sign?
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Tenants & Leases
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How do I input instructions for Tenants+?
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What is the Tenants⁺ service?
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How do I archive or move out tenants?
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What do tenants see on their Hemlane portal?
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How do I restore an archived tenant?
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When does Hemlane send notifications to tenants?
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How do I add private notes the tenant won't see?
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How do I upload tenant documents (lease or other docs)?
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How can I tell if my tenant registered and is ready to pay?
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How do I add tenants to Hemlane (or promote an applicant)?
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How do I view an archived tenant or prospective tenant?
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How do I communicate with tenants?
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How do I change the email for an applicant or tenant?
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How do I update a lease or lease terms?
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How do I set up a lease renewal for tenants?
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How do I add a roommate or co-tenant to an existing lease?
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How do I add a tenant without inviting them to sign up on Hemlane?
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How do I change tenants on a lease?
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How do I combine tenants or transfer a tenant?
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How do I input instructions for Tenants+?
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Financials & Payments
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How do I track and record payments made outside of Hemlane on a recurring basis?
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How do I add a transaction?
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How do I split a transaction into one or more transactions?
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How do I assign a property or properties to a transaction?
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How do I assign a category to a transaction?
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How do I exclude a transaction from my view?
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How do I integrate my bank transactions into Hemlane?
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Why can't I send a team member funds with a credit card using the [Send Money] button?
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How do I cancel a manual override (recorded) payment on a transaction?
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How do I update my payment credentials?
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How do I record an expense for something I purchased for the property for maintenance or repairs?
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How do I add multiple bank accounts with different LLCs?
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Why are payments made by card risky?
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How do I create and use subcategories?
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What does "Offline Transaction" mean?
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What happens if a payment fails in Hemlane?
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Why does my payment to a tenant show Incomplete and "Payment - Pending"?
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How can I view or download financials reports for myself or a team member?
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How do I allow partial payments on a recurring payment request?
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How do I allow credit/debit card payments on a recurring payment request?
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How do I adjust (reduce) an existing payment request?
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Why does my Allocate Rent Rule state "There are currently no active rent requests"?
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How do I edit or delete an Allocate Rent Rule?
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How do I create an Allocate Rent Rule?
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How do I record Section 8 payments?
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How do I pay other users on my team?
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How do I request payments (recurring or one-time)?
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How do I track, record, and manage payments made outside of Hemlane?
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How do I request a one-time payment on Hemlane?
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How do I set up online rent collection?
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How do I track and record payments made outside of Hemlane on a recurring basis?
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Maintenance & Repairs
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What do I do if my Repair Coordination billing payment fails?
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How do I assign a contact for maintenance coordination?
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How do I add properties to an existing Service Pro?
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How do I delete a Service Pro from one or more properties?
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How do I close a maintenance work order (and/or maintenance request)?
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How can service professionals get set up to accept credit cards?
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Can tenants/roommates see when other tenants submit a maintenance request?
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How do I select to self-manage some maintenance requests?
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How does my service professional upload a maintenance invoice?
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When are email updates on maintenance requests sent?
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How do I perform a move inspection in Hemlane?
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How do I charge a tenant for maintenance and repairs?
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How do I refund a tenant for maintenance or repairs?
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How can I pay service professionals (vendors) on Hemlane?
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What do I do if my Repair Coordination billing payment fails?
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Repair Coordination⁺
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How Does Hemlane Navigate State Laws for Repair Coordination?
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Does the repair coordination team help with vacancy and turnover repairs?
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Getting started: Hemlane's repair coordination
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What is the Third Party Network for Repair Coordination?
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How do I change my maintenance billing account?
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What types of maintenance does Hemlane coordinate?
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What if the maintenance estimate or bid is too high?
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Who schedules repair requests with the service professional?
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What is a repair threshold and can I put a low threshold?
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How do service professionals get paid on the Complete package?
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Can the repair coordinator help with recurring requests (landscaping, snow removal, etc.)?
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Does Hemlane help with turnover repairs between tenants?
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Do the repair coordinators work with Home Warranty Companies?
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Can the repair coordinators help purchase of new appliances?
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Can I upgrade to the Essentials or Complete package when I'm on vacation?
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When does Hemlane consider reimbursements for repair coordination?
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How Does Hemlane Navigate State Laws for Repair Coordination?
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Eviction⁺
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Other
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What is Hemlane’s Tenant Perks Services?
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How can I upgrade to a paid package on Hemlane?
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What does the 'Free' package include?
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How do I update my tax information within Hemlane?
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Am I required to live within a certain distance from my rental property?
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What cities does Hemlane offer RentReady⁺ and Leasing⁺ services in?
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How do I cancel my contract with my existing property manager?
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How do I pay my subscription from two different accounts?
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How do I snooze a task?
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How do leasing referrals work for agents?
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Can I get a refund for the remainder of my trial if I subscribed early?
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How do I connect with local leasing agents and managers?
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How do I update my name visible to other users?
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What is the difference between a "user" and a "service pro"?
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How do I subscribe to Hemlane?
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How do I know if a tenant or team member has connected their bank account?
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Get Started for Owners, Agents, and Managers
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Does Hemlane send monthly statements?
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How do I make sure I have text messages enabled as a landlord/ property manager?
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How do I opt out of receiving text messages as an owner or property manager?
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How does my Hemlane subscription work?
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How do I change email and/or text message notification settings as an owner (or team member)?
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What types of user permissions are there for owners, managers, agents?
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How do I set up an agent/manager profile?
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What is Hemlane’s Tenant Perks Services?
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For Tenants & Applicants
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Applications & Screening
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How can an applicant resolve the error with their background and credit report with TransUnion?
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What are the associated application and screening fees?
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What sections of the application do I need to submit as a cosigner?
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Do I also receive a copy of my screening results?
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How do I complete my screening?
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Can I get a refund for my screening?
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How do I update, edit, or revise an application?
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How do I add a co-applicant, cosigner, or guarantor to my application?
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Why can't I view or open the credit or background report?
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How do I avoid rental scams and make sure an advertisement is legitimate?
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How can I submit my rental application?
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How do I schedule a property showing or get more information about a rental?
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Can I pull credit with an ITIN number?
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How do I dispute my background check or credit report?
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Why do I receive an error or blank report during the tenant screening process?
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How can an applicant resolve the error with their background and credit report with TransUnion?
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Rental Payments
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Hemlane and Late fees for Tenants
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Can Bilt Mastercards be used on Hemlane?
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How can I report my payments to the credit bureaus?
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How do I accept a refund or deposit as a tenant?
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How do I edit my scheduled automatic payments?
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What happens if I do not have a bank account or want to make a cash payment?
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How do I unsubscribe from payment emails as a tenant?
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How do I message/contact my property manager?
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How much does it cost to pay rent on Hemlane?
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How do I add a new bank account as a tenant?
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How do I set up or cancel auto payment as a tenant?
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How do I make an online payment as a tenant?
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Hemlane and Late fees for Tenants
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Maintenance & Repairs
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Tenant Perks
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Other
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