Stuck on something? There are four ways to get an answer on Rentor, and they are worth knowing in order — the first one is usually the fastest, and the last one always reaches a person.

1. The Help button

Every page of your dashboard has a ? button in the top bar, next to the notification bell. It opens a search box over everything Rentor knows: the guides, the FAQs, the video tutorials, and the pages themselves.

That last part matters. Most questions are really "where is that?" rather than "how does that work?" — so searching "add a tenant" gives you the actual Tenants page alongside the guide, and "stop emails" takes you straight to your notification settings.

A few things worth knowing:

• Results are tuned to the role you are wearing. A tenant searching "rent" sees how to pay it; a landlord sees how to collect it.
• Guides written for another role still show, marked other role — because sometimes the answer genuinely is on the other side of the relationship.
• Spelling is forgiven. "recipt" finds receipts.
• If a search finds nothing, we record that. Not who searched — just the words. It is how we decide what to write next.

If you already know what you want and only need to get there, the Search button beside the ? (or Ctrl+K) is quicker still: type a few letters of a page's name and press Enter. See Finding your way around.

On the phone app: the same search is More → Search help, and the box at the top of More finds any row in the menu.

2. The guides

Everything in the Help panel is also a browsable library at rentor.co.ke/help and in Documentation — organised by role, so you can read a section end to end rather than one answer at a time. The FAQs cover the short questions, and Tutorials are short videos if you would rather watch than read.

On the app, they are under More → Help & Info — FAQs, Tutorials and Documentation — and support tickets are under More → Help & support.

3. Ask Rentor

Ask Rentor is the AI assistant, in the corner of your dashboard and under More on the app. It answers from the same guides — so it will not invent an answer about how Rentor works — and it can do some things for you, like searching listings or drafting a property, always showing you what it is about to do before it does it.

It is good at open questions ("what does a landlord need before publishing?"). For "where is the button", the Help search is faster.

4. Support tickets — reaching a person

When none of that answers it, open a support ticket. The Still stuck? Contact support button at the bottom of the Help panel is the shortest route, and it carries what you were searching for and which page you were on, so you do not have to explain the setup twice.

A ticket is not an email into the dark. It gets a reference number, a named person, and a thread you can follow. See Support tickets for what happens next and how quickly.

Locked out and cannot sign in? You can still open a ticket — a suspended or restricted account keeps its support access, because being locked out is exactly when you need to reach us. If you cannot sign in at all, use the contact form, which needs no account.

Reporting something rather than asking

Some things are not questions:

• A listing that looks fake or a message that is abusive — use Report on the listing or message itself. That goes to the moderation queue, not the help desk, and it is looked at faster.
• A payment you do not recognise — open a ticket under Rent & payments and quote the M-Pesa code. Do not wait: money questions are treated as high priority.
• Something about your data — the Privacy & data page lets you download your data or delete your account yourself, on the spot, and carries the formal requests (correction, restriction) with their own legal clocks.

What we will never ask you

Rentor support will never ask for your password, your M-Pesa PIN, or an OTP code — not on a ticket, not on a call, not on WhatsApp. Anyone who does is not us, whatever the number says. Report it and change your password.