RentMoola FAQs

If you have moved out of your property follow these steps to delete your account/ move out after logging in:

Go to the My Property tab

Click on Stop Payments

Once completed, you will still have access to RentMoola, but you will no longer be listed as a tenant under the property you moved out of.

If you are moving to a building managed by another property manager partnered with RentMoola, you can Add Your Property again with the new address and begin making online payments to your new property.

If you wish to permanently delete your account and no longer have access to RentMoola, contact [email protected] with your request.

RentMoola will process a refund to reimburse a tenant for a successful payment made to the property manager upon receipt of a written request from the property manager who received payment. To request a refund, a tenant must contact their property manager who will then provide RentMoola with written instructions to process the refund. RentMoola cannot process any refund requests received directly from tenants. RentMoola provides the technology to process payments between a tenant and their property manager. RentMoola does not hold any funds. Refunds can only be for the original transaction amount or less.

The property manager must provide RentMoola with the following information to process a refund:

Tenant first and last name

Tenant email address associated with the RentMoola account

Date of transaction

Amount of transaction

Transaction number

Reason for refund (moved out, overpaid, etc)

Bank Account refunds can only be processed 5 business days after the date of the original transaction. This is due to bank processing times. The property manager needs to confirm receipt of the funds from the original transaction before a refund can be processed and funds returned to the same bank account from which they were received. Once the refund is processed, it will take up to five business days (different banks have different processing times) for the funds to be back in a tenants bank account.

Credit card refunds can be processed 2 business days after the date of the original transaction. Once the refund is processed, it will take up to 5 business days for the credit to appear on the tenants credit card account. Funds can only be returned to the same credit card.

Pre-Authorized Debit (PAD) refunds can only be processed once a month on the 11th business day. Property Managers have until the 10th business day to submit their refund requests. Refund requests that are received after the 10th business day, they will be processed the following month.

Please note, RentMoola will not process any refunds that have not been successfully settled by our processing bank.

RentMoola cannot refund any payments made in cash through our In-Store Cash method at participating locations in Canada and the U.S. Tenants must contact their property manager to arrange for a refund.

RentMoola bears no responsibility for overpayments, continued payments after a lease ends, in the case of a move-out, or for accidental payments made by the tenant.

Service fees are non-refundable as per section 3.2 of the Terms of Use.

For any questions, please contact our Customer Success Team: [email protected].

Note: At no point in time does RentMoola hold any funds.

Have more questions? Feel free to email us at [email protected].

We charge transaction/service fees to cover the bank and payment networks' costs associated with payment processing. Our fees also allow us to maintain a secure, online rent payment platform and provide first-class customer support by email, chat, text message and telephone. Tenants enjoy the benefits of paying their rent from anywhere, at any time.

Below is a table of our transaction/service fees:

Canada

US

Bank Account

$1.99/Free*

$1.99/Free*

Visa/MasterCard Debit Card (from bank account)

0.99%

$6.99

Visa/MasterCard Credit Card & Prepaid Debit Cards

2.50%

2.99%

American Express

3.99%**

3.99%**

UnionPay

3.99%**

N/A**

International, Business, & All Other Cards

3.99%

3.99%

In-Store Cash

$6.95

$3.99

*Bank Account (chequing/checking account) transactions are domestic only. Some property managers choose to cover the cost of some or all of the service fees. Your service fees will be shown as separate transactions on your statement.

**American Express and UnionPay acceptance is subject to specific property managers.

Note: Our service/transaction fees are non-refundable as per section 3.2 of our Terms of Use.

To schedule a payment. Follow the steps below:

From your home page, click Make a Payment button on the left side

Select the lease you want to pay to and click Save & Continue

Select In the Future, if you wish to be charged on the morning of your selected date

Click on the blank box to open up a month calendar

Select your preferred day of the month, click Save & Continue

Add your charge(s) and click Save & Continue

Select your saved payment method or Add New and click Save & Continue

Review your payment summary to ensure that the charges have been correctly entered.

Click the button Schedule Payment

Your payment is now Pending under your transaction history and will process on the date you have specified

Note: Scheduling a Payment is a one-time payment only, and does not result in setting monthly recurring payments. If you wish to set up automatic Recurring Payments, please contact your landlord.

To make a one-time payment, follow the steps below:

From your home page, click Make a Payment button on the left side

Select the lease you want to pay to and click Save & Continue

Select your Payment Date as Now

Add your charge(s) and click Save & Continue

Select your saved payment method or Add New and click Save & Continue

Review the Payment Summary on the right-hand side

Click Confirm Payment to process your payment

You will shortly receive an email for your payment confirmation.

Note: It can take up to 5 business days for funds to be withdrawn from your bank account. Please ensure that you have entered the correct payment details and have sufficient funds in your account. If your payment does fail, you will be notified by email with the reason our system receives from the financial institution (i.e. incorrect banking details or insufficient funds).

If this function is available to you as a property manager, you will be able to refund credit card or debit credit card transactions made by your tenants. To refund a credit or debit credit card transaction follow these steps:

Search for the transaction number on your home dashboard or find the specific transaction you would like to refund under Transactions on the residents page.

Click Refund Transaction on the left under Actions

On the pop-up window, specify the amount you would like to refund from the transaction and click Refund.

The tenant will receive an email advising them that their payment has been issued a refund.

For bank account transactions, or if you do not have the function to refund transactions, you will need to contact our Support team at [email protected] and follow the Refund Procedure and Policy.

Have more questions? Feel free to email us at [email protected].

To add a payment method, follow the steps below:

From your home page, under Options, click Payment Methods

Under Add New Payment Method, select your payment type

Enter your details in the pop-up page and click Save

For a list of our transaction fees per payment method, click here.

If your landlord is using Propertii, you will receive an email inviting you to set up your account. Follow the steps below to step up your account so you can begin paying rent securely online:

From the email invite, click Accept My Invitation

Proceed to click Create my Propertii Account button

Review and acknowledge our Terms of Use, and click Save & Continue

Add a Payment Method, and click Save & Continue

Create your password or log in with your Google account, and click Save & Continue

Review Invitation Summary and click Accept Invitation to go to your Propertii dashboard. You are all set!

You can conduct a background or a soft credit check in less than 2 minutes directly on Propertii:

Under the tab Applications, click into the application you wish to view

Under Options, click Screening on the applicant

You can select either Initiate Background Check or Initiate Credit Check via Certn (or both) to perform the screening

Review the payment receipt in the pop-up window and click Agree & Initiate

Based on the results, you can then click Approve Application or Decline Application under Options based on the results

The fee per background and credit check will be charged on your next invoice.

From the home page:

Click on Applications in the top navigation bar

Click the New Applicant button

Choose how you want an applicant to apply (copy a link or send them an email)

The applicant fills out the application

You will now see the completed application in the Applications tab

You can click into the application and see the application details

To conduct a screening and approve or decline an applicant, click on this link.

Please note, for every screening and background check, you will be charged a fee.

You will need to link your banking details to ensure that when your tenants make a payment towards their lease on Propertii, the funds will be deposited into your bank account. Without linking your banking details, you cannot begin to accept payments from your tenants on Propertii.

If you need to process a refund for a tenant, you will need to contact [email protected] and provide written confirmation of the refund with the following information:

Tenants First and Last Name:

Tenants email address associated with their Propertii account:

Date of the transaction

Amount of the refund

Confirmation ID of the transaction

Reason for the refund

Please be advised, refunds for most credit transactions can be issued one business day after the date of payment. Refunds for any Bank Account transactions can only be issued 5 business days after the date of payment.

Our full refund policy can be found here.

The time it takes for funds to arrive in your bank account once a tenant makes a payment is dependent on the payment method that was used.

Credit Card (MasterCard, Visa Debit, or MasterCard Debit):

If a transaction was processed using one of these payment methods, you can expect the funds to be deposited into your account within 3 business days after the transaction processed on Propertii

Direct Debit/Bank Account (Checking Account):

If a transaction was processed using this type of payment method, you can expect the funds to be deposited into your account within 5 business days after the transaction processed on Propertii

Please note, processing time is depending on the bank and it is not controlled by Propertii or RentMoola.

To make edits to your tenants, follow the steps below from your home page:

Click on Tenants in the navigation bar

Select the Tenant you would like to edit or update

On the Tenant Page, you have the Options to edit and/or update the following: :

Tenant Details, such as name, birthday and phone number

Lease Status for Active or Suspended and change Unit

After editing any of the information, click Save

From the home page:

Click on Account in the top navigation bar

Select the option you would like to edit

After editing/update any information, click Save

There are two ways to view payments.

To view payments made to a single property, follow the steps:

Log in to your Propertii account

Click on Properties in the top navigation bar

Select the Property you would like to view

On the Properties page, on the left-hand side, select Transactions

Click Transactions to view the transactions made by your tenants

Or click Recurring to view tenants who have recurring payments set up

Or click Scheduled to view tenants have one time payments scheduled for a future date

Select a transaction to view payment details

To view all the transactions made by all tenants, follow the steps:

Log in to your Propertii account

Click on Payments in the top navigation bar

Click Transactions to view the transactions made by your tenants

Or click Recurring to view tenants who have recurring payments set up

Or click Scheduled to view tenants have one time payments scheduled for a future date

Select a transaction to view payment details

Follow the steps below on how to invite a tenant:

Log in to your Propertii account

Click on Tenants in the top navigation bar

On the Tenants page, click Invite Tenant

In the Invite Tenant popup, select Property and Unit/Suite

Fill out the rest of the information and set up recurring payments if necessary, and click Invite Tenant

This will send an invitation to the Tenant to complete their account and start paying through Propertii.

To add a property and units to your account follow the steps below:

Log in to your Propertii account

Click on Properties

On the Properties page, click Create Property

In the popup window, fill out all the property information

Review the information, then click Create Property

Your property will now appear on your Properties page.

To accept payments, you'll need to choose which bank account you would like rent payments from your tenants to be deposited into.

Follow the steps below to add your banking information:

Log In to your Propertii account

If you have not set up Banking Details, there will be a banner at the top of your screen, click Choose My Bank Account

On the Account/Banking Information screen, click Choose My Bank Account button

Select your bank from the popup window and click Agree and Continue

Input your username and password for your banking institution click Submit

Answer your personal security question to ensure you are accessing the correct bank account and click Continue

Select the account you would like to payments to be deposited click Continue

Your Banking Details have been linked to your account!

To make changes to an already saved Banking Details go to Account tab, click Banking Information, and then click Update Banking Information, follow steps 4 and on.

Signing up takes just ten minutes. Follow the steps below:

Click on Landlords on the top right-hand navigation bar

Fill out all the information under Lets get started, and click Create Account

or you can sign up using your Google Account by clicking Create Account with Google

3. Open the confirmation email and click on Confirm My Email4. In the pop-up window, click Log In5. Input your login credentials and click Log In6. Review and acknowledge our Terms of Use, and click the Save & Continue

a. Fill out your information, and click Save & Continue

b. Add your address you resided at in the last 3 years and click Save Address and again Save & Continue

c. Check the box Private if you operate as a sole proprietor or Business if you operate your rental units through a company and fill out the companys information.

d. Click Save & Continue

7. Fill out payment method (only Credit Card/Visa Debit), and Click Save & Continue

8. Review the Payment Summary

9. Click Make Payment

10. Review Payment Receipt and click Continue

11. Click Submit Landlord Details to submit your information

Next step is for us to review your account; you will be notified via email.

Once your account is reviewed, add your banking details.

On your home page, under Payments, all your past transactions can be viewed under Transaction History. You can view any of your past payments by clicking on the selected transaction.

The background check will search an applicant's background based on police and governmental databases.

The credit check will search the Equifax credit bureau to return the credit score, which is a numerical value that determines how responsible the applicant is with credit that is given to them. This is a soft check and it will not impact your credit score.

The checks are completed under the landlords discretion.

Background checks and credit checks are performed by a third party service called Certn.

You will be provided a link to submit your lease application. From the click:

Review and acknowledge our Terms of Use, and click Save & Continue

Add the property you are applying to

Complete and verify your account details and click Save & Continue

Add the address you resided at in the last 3 years and click Save Address and again Save & Continue

Confirm the application details and click Submit Application

Now your application is under review by your landlord. When approved, you will receive an email with instructions for next steps.

To edit the payment method of your recurring payments. Follow the steps below:

Click on Payments dashboard

Under Payments. Select Recurring Payments

Click on the Edit button

Click Save & Continue to confirm your lease and charges

Add New Payment method and click Save & Continue

Review your Payment Summary and click Confirm Recurring Payment

If you wish to make changes to your recurring payments, click here.

To edit your scheduled payments:

On your dashboard, under Payments

Click the transaction you want to stop under Scheduled Payments

A new window will pop-up and click Stop and.

Click the button Stop Payment to proceed with the action

To edit your scheduled payments:

On your dashboard, under Payments

Click the transaction you want to edit under Scheduled Payments

Click Edit and a new tab will pop-up. Follow the steps to schedule payment again and make the changes you need.

Click the button Schedule Payment

Your payment is now Pending under your transaction history and will process on the date you have specified

To set up or edit recurring payments, you will need to contact your landlord directly.

Some property managers/ landlords prefer their tenants to be on recurring payments to avoid late fees, please contact your landlord directly.

Propertii charges service fees per transaction to cover costs associated with maintaining a secure online rent payment platform to process electronic transactions, and providing first-class customer support by email, chat, text message and telephone.

Your transaction fee will be shown as a separate transaction on your receipt.

A list of our transaction fees can be found here.

You can have more than one lease where your landlord works with Propertii and sends you an invite.

To pay for a different lease, your landlord or property management/company needs to send you an email invite.

To accept an invite follow the steps here.

A lease is assigned to you by your landlord and/or property management company you pay rent to. You can have multiple leases attached to your account.

From your dashboard, click Account and select Change Password. Follow the steps below:

Enter your current password

Create a new one and repeat it

Click Save

Forgot your password? Follow the steps below:

Go to www.propertii.com/login

Click Forgot your password? above the Log In button

Enter your email address and click Continue

Check your email and follow the instructions accordingly

This guide provides a basic overview on how to set up bank accounts to start collecting payments electronically.

Contents

Processing Requirements

Setting up a Merchant Account

Linking your Bank Account

Types of Payments

Payment Process

Processing Requirements

RentMoola works with banking partners to provide electronic payments. When you are ready to set-up your buildings and bank accounts with RentMoola, we create accounts with them known as merchant accounts.

The merchant account is where the funds will be deposited before they are transferred to your bank account.

Setting up a Merchant Account

Setting up a merchant account is similar to setting up a regular bank account. These are done through the banks and require both information about your business and your signing officer. RentMoola collects all necessary business information in our application process including, company information, signing officer and ownership details.

Please contact [email protected] as there is a form you must complete in order to set up or add a new merchant account.

Linking your Bank Account

Linking the bank account where the funds will finally be transferred to requires, at a minimum a void check to confirm the institution, transit number (routing number in the US), and the bank account number. It is important that this account allows for both deposits and withdrawals as it will be used for remitting payments and processing refunds, when necessary.

In certain circumstances you may be asked for additional information, such as if the company name on the void check is different than the business name on file. The information we may require is:

Bank Letter

Bank letters are required in the case the name on the void check is different than the legal entity name. A sample bank letter is attached below as a reference. Bank Letters must include the following:

Be typed on bank letterhead.

Stamped or signed by a bank representative.

Name of the PM company which should match the Entity Name in RentMoola.

Name of the building or property owner on the void check.

Bank account details (account name, routing #, and account #).

Management Agreements

Management agreements are required in the case that the Property Manager cannot provide a bank letter because they bank account is managed by the building owner.

This will only work if the name on the void check is the name of the Building Owners company.

Agreements must be made between the Property Manager and Building Owner.

Agreements must be signed, dated and specify the duration of the agreement.

Should we require more information or different documentation, a member of the Customer Success team will advise.

Types of Payments

Credit Card Payments

When a credit card payment is made, RentMoola automatically verifies the resident has funds available before the payment is finalized. Credit card payments are guaranteed for this reason. It takes up to 3 business days for credit card payments to arrive in the property manager's bank account. Acceptable credit cards are Visa and MasterCard. Property managers can also accept AMEX and China UnionPay credit cards, but this must be set up separately. Please contact [email protected] for more information.

Bank Account Payments

Residents can set up this payment method by adding the account number and the transit (CAN)/routing (US) number of a checking bank account.

Bank Account payments take up to 5 business days to be withdrawn from the tenant's bank account. RentMoola remits funds to the property manager within 2 business days. If the tenant has insufficient funds in their bank account, RentMoola will automatically reverse the funds deposited into the property manager's account. The tenant will also automatically be charged a Non-Sufficient Funds (NSF) fee by their bank.

Pre-Authorized Debit (PAD)

Property Managers accepting payments through RentMoolas PAD solution enjoy the benefit of same-day funding. RentMoola processes all PAD payments on the 1st business day of each month, and funds are subsequently deposited into your bank account on the same business day. Please note that our PAD solution is only available within Canada and payments are only processed on non-business days.

Cash Payments

Property Managers can accept In-Store Cash payments at participating CVS or 7/11 locations in the US, or CanadaPost in Canada. Cash payments are deposited into your bank account within 5 business days. To accept cash payments, please contact [email protected] for more information.

Payment Process

Note: payments only process on business days.

For electronic payments, tenants must log in to RentMoola and select their payment method. Once they make a payment, this information is remitted to our processor to debit the funds from the tenant's payment method. These funds are then deposited into a merchant account before being transferred to the property manager's bank account in an Electronic Funds Transfer (EFT).

For cash payments, in the US, the tenants can visit any participating 7-Eleven or CVS location. In Canada, the tenants make a payment at any CanadaPost location across Canada with cash or a debit card. These funds are then deposited into the property manager's bank account.

The process diagram below is quite standard in the payment industry and hopefully gives you some understanding of the payment lifecycle.

Have more questions? Feel free to email us at [email protected]

If a property is no longer owned by your company, you can remove the property in RentMoola by:

From your dashboard, click the Properties tab.

Search for the specific property.

Click the street address, which will bring you to the Property Page.

Under Actions on the left, click Deactivate.

This will remove all the tenants from that property on RentMoola and prevent any tenants from searching for the property.

Have more questions? Feel free to email us at [email protected].

If you have a property manager in RentMoola that is no longer with the company or should no longer have access to their RentMoola account, they can be deactivated so that they will no longer be able to log in.

To deactivate a property manager:

Click on the Managers tab on your home dashboard.

Find the name of the property manager you would like to deactivate and click their name which will bring you to their Property Manager Page.

Scroll down to the bottom and click Deactivate.

When you go back to the Managers tab, you will now see that the manager will indicate they are Inactive under the status column on the very right.

Have more questions? Feel free to email us at [email protected]

Once a property manager has an account, the permissions and emails they have access to can be edited at any time.

Permissions

Email Settings

Changing Manager Account Settings

Permissions

Each manager tier setting has the following permissions:

Email Settings

Types of Emails:

Daily Approval: All pending tenants who are waiting to be approved.

Daily Decline: All declined payments from the last 24 hours.

Daily EFT: All EFTs deposited in the last 24 hours.

Daily Payment: All payments made in the last 24 hours.

Tenants Move Out: Tenants who have deleted their property information from their RentMoola account so they can no longer make payments.

Tenants Stop Recurring Payments: Tenants who have stopped their recurring payments and defaulted to one time payments.

Managers can select which emails they will receive by going to profile, however, primary account holders will always receive all six emails.

Change Manager Account Settings

Only primary managers can make changes to a managers account settings (i.e. email settings and property access).

Click Managers.

Click on the name of the manager you need to edit.

Make the account changes, then press Save.

Have more questions? Feel free to email us at [email protected]

To set up a new manager account, you will need to send an invitation to the new property manager:

Click on the Manager tab on the dashboard, and click on Invite a Manager in the Actions box.

Select which properties the manager will have access to. Tick the top box (next to Property) to select all.

Enter the managers contact details, select the permissions, and the email settings. Click the Auto-assign properties box to automatically give the manager access to any future properties added.

The manager will receive an invitation via email to complete the account setup by selecting a password.

Outstanding invites can be resent or deleted by:

Clicking Invite residents & Managers on the dashboard to see a list of outstanding invites.

Click the refresh button to resend the invite, and the X button to delete it.

Have more questions? Feel free to email us at [email protected]

RentMoola offers multiple support channels, to both property managers and residents. Listed below is a description of each support channel we offer and how to access it.

Support Channel Descriptions

Help Centre : Here youll find answers to frequently asked questions, for both residents and property managers. Youll also find useful how-to articles, all of which are available in English and French.

Resources Page: This is a document centre with useful resources for property managers, such as printable authorization forms, how-to documents, sample report overviews etc. You can access this under My Account > Resources on your account.

Email: Reach us by email in English, French, or Spanish. You can expect a reply within one business day, in most cases. [email protected] or https://rentmoola.com/contact

Live Chat: Chat with a live agent from our Support Team in English, French, or Sapanish. Click the blue Help bar at the bottom right of your screen, it will read Leave a message when chat is unavailable).

Phone: Speak with us over the phone in English, French, or Spanish by calling 1(888) 665-8870.

Support inquiries from both property managers and tenants are carefully tracked and noted on your account. This allows us to guarantee efficient and accurate service by keeping our support team up-to-date on your situation.

Our office hours are Monday through Friday 7AM-4PM PST.

This article is going to provide directions on how to add new properties.

To add a new property:

From your dashboard, click the Properties tab.

Click Add Property under the Actions box.

Enter the property details:

Building Name: this field is optional

Full Street Address

Unit/Suite No.: This will link the property to one unit, This field is optional

Units: The total number of units managed in the building

Select property manager(s)

Select merchant accounts

click Submit.

Have more questions? Feel free to email us at [email protected].

If you have attempted to process a payment and you received and error message advising you not to make another payment after clicking confirm, this means that our banking partner had a timeout and they were not able to confirm whether the payment was successful or not.

We are aware when this occurs and will reach out to you as soon as our banking partner confirms the transaction as successful or declined. Please do not attempt another payment in the meantime to avoid making a double payment.

Have more questions? Feel free to email us at [email protected]

Your Property Manager has the ability to send you an invoice to your RentMoola account. You will be sent an email when this happens.

To pay an Invoice:

Log In to your account.

Scroll Down to your Transaction History and you will see an invoice available at the top of the list.

Click View Invoice to see the details.

Click Pay Now to go through the payment process.

Select the payment method you would like to use, or add a new one.

Look over the details and click Confirm, your invoice is now paid!

Note: While there is an unpaid invoice on your account, you will not be able to make any one time payments. If you have recurring payments set up, they will still process as scheduled.

Have more questions? Feel free to email us at [email protected].

To view your transaction history, scroll down to the bottom of the page on your home dashboard. All of your past transactions can be viewed here.

You can export an Excel or CSV file of all your payments by clicking Export in the top right of this box.

You can view your receipt for any individual transaction by pressing View Transaction to the right. While viewing your receipt you can also print it by clicking Print Receipt at the bottom of the receipt page.

Occasionally, you may encounter an Error Message when using our platform. This is usually due to the length of stay on the webpage. If you ever encounter an error message, please try clearing your cache and/or a different web browser. If the problem persists, please do not hesitate to call or email us at [email protected].

All reports can be filtered by property or merchant account, and date, but will default to the last 30 days. All reports can be viewed directly in RentMoola. However, we recommend exporting the reports to excel or CSV, as they are easier to read, provide more information, and can be formatted directly on a spreadsheet.

To access and export reports:

Click on the Reports tab.

From the Reports page, select the report you would like to generate.

Select the all or a specific merchant account/property and date range, and click Refresh.

Click Export.

Select the format you prefer. (CSV or Excel)

Open from your downloads.

Note: If you are an Integrated client, the EFT and Payments reports include the Customer ID and Property ID.

Have more questions? Feel free to email us at [email protected]

We accept the payment methods below. However, it's possible that your property manager does not accept all payment methods.

Bank Account (Chequing/Checking Account)Using your bank account is our paperless cheque. If you're a Canadian renter, you'll need to enter your bank name, transit number, and account number. If you're an American renter, you'll need to enter your bank name, routing number, and account number.

Visa DebitIf your Debit card has a Visa logo on it, it would be considered a Visa Debit. It allows you to make online transactions using your debit card (directly from your bank account) and operates like a credit card. See Visa website for more details.

MasterCard DebitIf your Debit card has a MasterCard logo on it, it would be considered a Debit MasterCard. It allows you to make online transactions using your debit card (directly from your bank account) and operates like a credit card. See MasterCard website for more details.

Visa Credit CardAs long as your Visa's expiry date is still valid, you will be able to make payments.

MasterCard Credit CardAs long as your MasterCard's expiry date is still valid, you will be able to make payments.

In-store CashOnly select Property Managers in Canada and the US accept In-store cash payments through Canada Post (Canada) and CVS/7-11 (US) locations.

American Express Credit Card Only select Property Managers accept this method of payment. Please be advised that we only accept Canadian and US issued AMEX cards

UnionPay Credit CardOnly select Canadian Property Managers accept this method of payment

For all card based payment methods, service fees varies depending on whether the card is domestic or international. Some restrictions may apply to cards issued in certain countries. Find a full layout of our service fees here.

We only accept chequing/checking accounts from banks located in the country in which you are paying rent to. Canadian renters will need a Canadian chequing account whereas American renters will need an American checking account.

Please contact Customer Support at [email protected] to find out which of the payment methods above are accepted by your particular property manager.

For instructions on adding your payment method click here.

Note: We do not accept Prepaid Credit Cards as a payment method. Foreign chequing/checking accounts are also not an accepted payment method.

At RentMoola, security is our top priority. RentMoola is committed to helping you keep your online payment experience secure and private. We use state-of-the-art technology and follow numerous security procedures to help protect your account and information.

As our primary goal is protecting the information and privacy of our users, RentMoola has a Verified Secure Certification through Trustwave, ensuring our site does not contain any high risk vulnerabilities as defined by the PCI DSS scanning guidelines (Payment Card Industry Data Security Standards). Moreover, we use 256-bit SSL encryption and all users, payment and transaction information is stored behind firewalls with constant monitoring and accessed via secure protocols such as HTTPS.

In other words, we use the same technology as your bank, so you know your information is safe and secure. To learn more about our security, click here.

MoolaPerks are special deals and discounts from your favourite brands and companies such as Booking.com, Columbia Sportswear, and Swarovski. When you pay your rent online through RentMoola, you will have access to hundreds of MoolaPerks to redeem at anytime online. Its an added bonus to paying rent with RentMoola.

If you have forgotten your password, go to www.rentmoola.com/login and click Forgot your password? under the Login button.

[email protected]

If you are continuing to have trouble, please contact our Support Team at for so a member of our team can reset your password.

Our Customer Success Team is available via email, chat, text message and phone from Monday to Friday, 7:00 AM PST to 4:00 PM PST.

Email us at [email protected]

Chat with us by clicking the blue Help button on the right hand corner

Call/text us at 1-888-665-8870

Please note, we are closed on all Canadian and British Columbia Provincial holidays, including:

New Year's Day (January 1)

BC Family Day (2nd Monday in February)

Good Friday (Friday before Easter Sunday)

Victoria Day (Monday preceding May 25th)

Canada Day (July 1)

BC Day (First Monday in August)

Labour Day (First Monday of September)

Canadian Thanksgiving (Second Monday in October)

Remembrance Day (November 11)

Christmas Day (December 25)

Boxing Day (December 26)

If you contact us outside our business hours, we will get back to your next business day.