What is an account suspension?
An account suspension refers to the temporary suspension of your Flex Rent line of credit. You will temporarily lose access to your Flex Rent line of credit, meaning Flex will not submit your rent payments during this period.
What happens if my account was suspended?
When your account is suspended, Flex will pause all activity, including submitting rent payments on your behalf. This means we will not cover or process any upcoming rent payments until your account is reactivated. If you have an outstanding balance, Flex will continue to process this payment. During this suspension period, you’ll need to make rent payments directly to your property management company to avoid late fees or potential lease violations. Once your account is reactivated and is in active status, Flex can continue with our rent payment services.
If your account is suspended, you also won't be able to add or split non-rent bills through Flex until your account is reactivated.
How will I know if I am suspended?
Flex will notify you if your account is suspended through multiple channels, including email, text message, and in-app notifications.
The email you receive will include specific details explaining the reason for the suspension. We recommend checking all folders in your inbox (including spam or promotions) to ensure you receive the message.
In the app, you will see a message will appear on your app's home screen stating "Your Flex membership is currently suspended."
Can I use the app if my account is suspended?
You will still have access to the app, but features will be limited.
- On the home screen will only allow you to reactivate your membership
- On the activity tab, you can view your past transactions
- On the settings page, you are unable to change information (such as autopay status and property information)
How do I reactivate my membership?
If your account is suspended, you can request to reactivate your membership at any time. Simply go on the app and the home screen will show “Your membership has been suspended” with the button to request reactivation below.
If you have an outstanding balance, you will not be able to request reactivation until the balance has been paid.
You will need to pay the balance before requesting reactivation. If you need to update your payment method, you can do so in the App by heading to your Settings → Payment Methods → Update Card.
What if I requested reactivation and was denied?
In our decision-making process, we extensively evaluate a range of factors to ensure a comprehensive analysis. This may involve considering credit information, income, payment history, etc.
Flex cannot guarantee that your account will be reactivated when you place a reactivation request. It's important to keep in mind that Flex may choose not to provide services to you at any time, based on factors such as your creditworthiness, transaction history with Flex, the landlord's account history, or any other valid reason.
If your reactivation request is denied, your Flex app will notify you that we could not reactivate your membership.
Additionally, Flex will send an adverse action notice explaining why you were denied credit. Please review Adverse action notices for additional information.
Common questions
Why is my Flex account suspended?
Can I still use Flex for rent if my account is suspended?
If your account is suspended, Flex will send a letter to the email address on file explaining the reason. This is called an “Adverse Action Notice.” To find it, try searching your inbox for “Adverse Action Notice,” and be sure to check your spam, junk, or promotions folders as well. That email will explain why your account was suspended and include any next steps. If you're eligible, you can also request reactivation through the Flex app. Please note that submitting a reactivation request does not guarantee approval.