What is a service issue?

A service issue is a message Flex sends when we need your help to finish the rent process for the month.

It means something is blocking us from submitting your rent, and you may need to take action in the Flex app to keep things moving.

When and Why Service Issues Happen

Service issues only appear during the Flex rent cycle—the period each month when rent can be submitted through Flex. They’re triggered when something interrupts that process and an extra step is needed to keep your rent on track.

Sometimes the next step needs to be taken by you, sometimes by your property manager, and other times by Flex. Either way, we’ll let you know what’s needed so your rent isn’t delayed.

Common reasons for a service issue include:

  • We couldn’t access your rent bill
  • Your rent amount changed unexpectedly and we need confirmation
  • We couldn’t successfully charge your 1st payment
  • You need to manually submit rent using the Flex debit card or bank account

How You’ll Know

If you have a service issue, we’ll notify you right away through one or more of the following:

  • Push notification
  • Email
  • Text message
  • In-app message

You’ll also see a yellow alert banner on your Flex home screen. The message may look slightly different depending on the issue, but it will always include clear next steps and a button or link to take action.

What to Do

The Flex app will guide you with the information and steps needed to resolve any service issue. To find these resources, follow these steps:

  1. Open the Flex app and go to the Home screen.
  2. Look for any alerts or notifications about a service issue in the yellow messaging above your rent payment section.
  3. View the details associated with each specific issue (the call to action button will vary based on the issue; see the above image for an example).
  4. Follow the steps in the app to resolve the issue. You may also have to reach out to your property manager to resolve an issue or wait for Flex to retry your payment. 

Guides for Common Service Issues

If you’re facing a specific service issue, you can refer to these detailed guides to help you through the process:

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