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 Applications 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 click the "Request Screening" button again to send a fresh pair of links.

Duplicate Screening Warning (Conflict)

If you try to send a screening request to an email address that already has an active (Pending or Submitted) request from you, Landager will show a Duplicate Warning.

• Why this happens: To prevent spamming applicants or creating confusing duplicate records.
• The Solution: The system will ask if you want to invalidate the old request. If you confirm, the old screening request gets hidden, its secure links are revoked, and a brand new email is sent to the applicant.

"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. (Progress is saved per section, but the status won't update to "Submitted" until the final page).
• 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 Size: Each file must be under 10MB.
• File Type: The system accepts images (JPG, PNG) and documents (PDF). It may reject obscure file formats (like HEIC from older iPhones without conversion).
• Workaround: Ask them to screenshot the document or save it as a standard PDF before uploading.

If problems persist, please contact Landager support.