Troubleshooting Tenant Screening

The screening process is designed to be smooth, but occasionally applicants might encounter issues. Here's how to resolve the most common problems.

Applicant Didn't Receive the Invite Email

If you sent an invite but the applicant hasn't seen it:

1. Check Spam/Junk: Ask the applicant to check their spam or junk folders for an email from Landager.
2. Verify the Email Address: Go to the Screening tab on the Tenants page. Check the email address listed for the applicant. If there's a typo, you will need to send a new invite to the correct address.
3. Resend the Invite: You can create a new application link from the Screening tab to send a fresh invite.

Duplicate Screening Requests

Landager does not automatically warn you about duplicate screening requests for the same email address.

If you need to send a new request to an applicant who already has one, you can simply create a new application link. You can manually track the old application by changing its status to Invalidated.

"Invalid OTP Code" Error

If the applicant enters the OTP (One-Time Password) but gets an error:

• Code Expired: OTP codes expire after 10 minutes. The applicant should click "Resend Code" on their screen to get a fresh one.
• Typo: Ensure they are entering the exact 6 digits without any spaces.
• Multiple Requests: If they requested the code multiple times, only the most recent code will work. Tell them to wait 1 minute, check their latest email, and use that specific code.

"Link Expired" Error

For security, the initial link sent in the invitation email expires after 7 days.

If the applicant clicks the link after 7 days, they will see a "Link Expired" message. You will need to send them a new screening invite from your dashboard.

Screening Status Stuck on "Pending"

If the application has been marked as Pending for several days, it means the applicant hasn't finished the form.

• The applicant might have stopped halfway through. (The status won't update to "Submitted" until they complete and submit the application).
• Consider following up with the applicant manually to remind them or ask if they need assistance with the form.

Document Upload Fails

If the applicant complains that they can't upload a document:

• File Format: Ask them to ensure the file is a standard document or image format.
• Workaround: Ask them to screenshot the document or save it as a standard PDF before uploading.

If problems persist, please contact Landager support.