What is a Service Issue?
A "service issue" is triggered by Flex when your help is needed to complete the Flexible Rent process. Service issues may stop Flex from submitting your rent for the month until you take action in the Flex app, so it’s important to respond when notified.
Service issues can happen for several reasons, such as:
- Flex can’t access your rent bill.
- Flex needs to confirm your rent amount due to an unexpected change.
- Flex couldn’t charge your first payment successfully.
- Flex needs you to submit rent manually using a Flex bank account or debit card.
How Will I Know When I Have a Service Issue?
When a service issue occurs, you’ll receive a notification by email, text, and/or push notification. Acting quickly helps ensure your rent submission isn’t delayed.
Below is an example of what a service issue notification might look like in the app. However, the message you see may vary depending on the specific service issue. Keep in mind that service issues only happen during the Flex rent cycle, which is the period each month when rent can be submitted through Flex.
How to Resolve a Service Issue
The Flex app will guide you with the information and steps needed to resolve any service issue. To find these resources, follow these steps:
- Open the Flex app and go to the Rent tab.
- Look for any alerts or notifications about a service issue.
- Tap the alert to see details about the specific issue (the button name may vary based on the issue; see the image for an example).
- Follow the steps in the app to resolve the issue.
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:
- Reconnect Your Property
- Confirm Rent Amount
- 1st Payment Failure
- ACH Payments Disabled
- Overdue Rent
- Submit Rent
- $0 Rent Bill
Each guide provides step-by-step instructions to help you complete the Flexible Rent process smoothly.