When paying with Flex, the vast majority of late fees are caused when a customer’s linked debit card lacks sufficient funds for Flex to process their 1st payment before the property begins charging a late fee. These late fees can be avoided by ensuring you have enough money in your linked card for Flex to process the 1st payment as soon as rent is due

Remember, Flex can only begin the process of paying your rent once you have successfully made your 1st payment/ deposit payment. This means that you must be mindful of when your property begins charging late fees. For example, if your property begins issuing late fees on the 3rd of the month and you don’t complete your 1st payment until the 4th of the month, you will be responsible for covering late fees incurred. 

However, if there is ever a delay in rent being paid due to an issue on Flex’s end, we will reimburse you. Fortunately, this is rare, as we have only seen it happen less than 0.4% of the time and is largely due to technical challenges arising from integrating with dozens of different rent payment systems. Additionally, if that happens, qualifying Flex members will have access to a Flex-funded payment method once Flex has been able to process the first payment.

If you think an error was made, simply submit a request to contact our support team. Our team of experts will review your situation and we will reimburse late fees incurred because of a Flex-caused delay in your rent being paid on-time.

Tip: In addition to making sure that your 1st payment is paid by the time your property assesses rent late fees, you can use Flex in other ways to make sure you can avoid fees. 

• Fund your 1st payment early. If you have the funds necessary to make your 1st payment before the Rent Cycle Window starts, you can make your 1st payment early in the app. If your actual rent amount is the same as your base rent amount, Flex will start paying your bill as early as the last day of the current month!
• Keep an eye out for Flex updates. If there is something that blocks Flex from paying your rent, we will reach out to you to address the issue. Flex will let you know through email, push notifications and in-app if there is action needed by you. It’s important you help resolve these issues as soon as possible so there is no further delay in paying your rent.