Frequently Asked Question

Error 2000100

You'll most likely notice this when trying to continue past the 'add roommate screen.' This error is normally indicative of a misconfiguration of an application charge at the unit type level.

This means that the Support staff needs to look at how their site settings are configured. Support staff can look at the 'Application Charges' tab found within a properties 'Unit Type' screen.

Error 2000180

This error suggests that the unit an applicant originally applied to is no longer available. This likely means that another applicant has already paid an app fee on the unit (removing it from market), or the staff has removed the unit from market themselves. Most likely, the applicant will need to choose a different unit.

Address Verification Error

This is an issue with the applicants’ billing address. You'll only notice this when attempting to add a Debit/Credit card. Essentially, RentCafé reaches out to the apps financial institution, relays the billing information provided, at which point the financial institution rejects the transactions (resulting in the aforementioned error).

In this case the apps financial institution is rejecting the provided ‘Billing Address’ information. The applicant will need to look there first, making sure that whatever address they’re providing is exactly what their bank has on file. Capitalization and spelling matters.

Unable to upload Government Issued ID

This one's pretty easy. RentCafé has a file size limit of 5MB. A lot of people take photos of their ID using their smartphones. These smartphones have powerful cameras. Try to have them take a screenshot of their photo and upload that instead.

RentCafe keeps logging me into the wrong/old account

This only happens if the applicant already has a RentCafé account. Perhaps they’re coming from one property that uses RentCafé and moving to another property that (also) uses RentCafé.

If this is the case, it’s likely that RentCafé will direct them into their existing account. If this happens they just click on "Hello, [their name]” > "My Accounts." This should show them all the different properties associated with their account. Simply click on the one you want to access.

*A note on Roommates and App Fees

This may not apply to every property that uses RentCafé, but I've noticed it enough to warrant a quick mention. There seems to be an issue where paying an app fee locks down the application process entirely. This isn’t typically an issue. However, it becomes a problem if the applicant has a roommate who hasn’t finished filling out their application. If they pay their app fee, but the roommates haven’t completed their apps, there is a chance they won’t be able to finish. A good rule of thumb is to have all roommates fill out their applications prior to paying those app fees.

My tenant chose one renewal option but would like to select a different option
Unfortunately, tenants are unable to cancel their renewal selection. If you run into this situation place a ticket and the Ops team can cancel it for them, thereby making all options available again.