For some customers, Flex isn't directly connected to your property, so you'll pay rent directly in your property’s portal each month using Flex. In this case, Flex provides a unique bank account or debit card to use.

How the rent process works

Starting five days before the end of the month, you can begin the rent process in your Flex app. Flex will also send email or push notifications to remind you when it's time.

If you're using the Flex bank account

1. Get started: From the app's home screen, review the rent amount and update if needed.
2. Pay your rent: Use the Flex bank account to pay rent in your property's portal by the cutoff date listed in your app (or before rent is due). For help adding Flex to your portal, check out the guide: Add Flex bank account or debit card.
3. 1st payment: After you pay rent using Flex in your portal, your 1st Flex payment will be charged within 3 business days.
4. 2nd payment: Flex charges your 2nd payment on the date you chose, and you can adjust it anytime in the app. 

If you're using the Flex debit card

1. Get started: From the app's home screen, review the rent amount and update if needed.
2. Make your 1st payment: Pay your 1st payment in the Flex app. This unlocks your Flex debit card for use.
3. Submit your rent: Go to your property's rent portal and pay rent using your Flex debit card by the cutoff date listed in your app (or before rent is due). For help, check out the guide: Add Flex bank account or card.
4. 2nd payment: Flex charges your 2nd payment on the date you chose, and you can adjust it anytime in the app.

Troubleshooting issues

What to do if you submitted rent without making your 1st payment

To avoid delays, you should always make your 1st payment in the Flex app before submitting rent using the Flex bank account. If you pay rent before completing your 1st payment, Flex won’t be able to process it right away.

However, if this happens, don’t worry! Flex will send you an email, and your app will update to let you know a payment needs to be made. Just act quickly to resolve it by following these steps in the app:

1. Tap the "Make 1st payment" button.
2. Review your payment schedule.
3. Complete the 1st payment on the next screen.

Important: You have 24 hours to make your 1st payment. If you don’t, the submitted rent could be canceled, and you’ll need to pay your rent directly to your property (not through Flex).

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What to do if you made a 1st payment, but it was lower than what it needed to be

Sometimes, if you enter a rent amount that's lower than what you actually owe, it causes your 1st payment to Flex to be lower than it should be. When you submit your rent using Flex's bank account or debit card, and the actual rent amount is higher, Flex will ask you to make an additional payment to cover the difference and match what your 1st payment should have been.

If this occurs, you’ll be notified via email and will also see a ‘Make payment’ button on your app’s home screen (Rent tab). Just follow the steps to complete the additional payment.

Important: If you don’t make the extra payment by the deadline, Flex won’t be able to pay your rent, and your payment could be canceled. If you’re unable to make the additional payment, you can opt out of using Flex for the month by clicking "Don’t use Flex this month." Flex will refund any money you've already paid, and you'll need to pay your rent directly to your property (not through Flex).

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