Question 1

I didn't get my verification email — what now?

Accepted Answer

Check your spam folder, then use “Resend” on the verification banner. Confirm the address on your account is the one you are watching. Email confirmation is only needed for outreach actions — you can still browse and pay rent without it.

Question 2

I can't sign in. What do I do?

Accepted Answer

Use ‘Forgot password’ first — it works on the email or phone on your account. If you have two-factor on and lost the device, use one of the backup codes you were given when you switched it on. If you are locked out entirely, you can still reach support through the contact form, which needs no account.

Question 3

How is my ID and KRA PIN protected?

Accepted Answer

Sensitive identifiers are encrypted at rest and are never shown to other users. Uploaded documents are encrypted per file and destroyed on a schedule when the relationship that justified holding them ends. You can also switch on two-factor authentication.

Question 4

Who sees my phone number?

Accepted Answer

Nobody, until you choose. Enquiries and viewing requests go through Rentor, so you are never exposed to cold calls from strangers. Once a tenancy starts, your landlord has your number because they need it.

Question 5

Will Rentor ever ask for my password or M-Pesa PIN?

Accepted Answer

Never. Not on a support ticket, not on a call, not on WhatsApp, not by email. Anyone who asks is not us, whatever the number or address says. Report it and change your password.

Question 6

How do I delete my account?

Accepted Answer

Privacy & data in your dashboard has it, along with an export of everything Rentor holds about you. Deletion is permanent. Some records survive in anonymised form where the law requires it — a receipt is evidence for both sides of a payment and cannot simply vanish — but nothing that identifies you remains.

Question 7

Can Rentor help me file with KRA?

Accepted Answer

Yes. On eligible plans Rentor supports eTIMS/eRITS filing under your own KRA PIN, using the rent records already on the platform. You remain responsible for your own tax obligations.

Question 8

When do I get my deposit back?

Accepted Answer

When your tenancy ends, the full deposit opens as an obligation owed to you. Your landlord can then itemise deductions against it — each with a reason you can read — and pays back the balance. Because Rentor never holds the money, the landlord sends it directly and marks it paid; you confirm when it arrives.

Question 9

Why can't Rentor just refund me directly?

Accepted Answer

Because Rentor never held the money. Rent, deposits and booking payments settle straight into the recipient's own account, which is what keeps your money out of anyone else's balance sheet. So a refund is tracked as a public obligation — who owes what, to whom, and for how long — rather than a button that moves money Rentor does not have.

Question 10

The person who owes me a refund says they paid, but nothing arrived.

Accepted Answer

Open the refund and choose Dispute, with a reason. That sends it to Rentor staff to rule on rather than leaving it as a disagreement between the two of you. Do it inside 14 days: after that, silence is treated as settlement and the claim closes itself.

Question 11

How do I contact a human?

Accepted Answer

Press the ? button on any dashboard page and choose ‘Still stuck? Contact support’. That raises a ticket with a reference number and a named person, and you can follow it to an answer. If you cannot sign in, the contact form needs no account.

Question 12

How quickly will support reply?

Accepted Answer

It depends on what it is about, and it is measured in working hours rather than calendar time — so a ticket raised on Friday evening is not late on Saturday. Anything about money that has moved, an account nobody can get into, or your personal data is treated as high priority and gets a first reply within four working hours.

Question 13

Can I still get help if my account is suspended?

Accepted Answer

Yes. A suspended or restricted account keeps its support access, because being locked out is exactly when you need to reach somebody. Raise a ticket as normal and say what happened.

Question 14

How do I know a listing isn't a scam?

Accepted Answer

Every home on Rentor belongs to a verified owner or agency — identity and property checked before the listing goes live. You book viewings through the platform, your number stays private, and you never pay a ‘viewing fee’ to a stranger. If a listing asks you to pay anything before you have seen the place and signed, report it and do not send money.

Question 15

Is Rentor free to use?

Accepted Answer

Tenants use Rentor completely free — finding a home, paying rent, receipts, maintenance and messaging all cost nothing. Landlords start on a free plan and can upgrade as their portfolio grows. Agencies, hosts and service providers choose a plan that fits. See the pricing page for current figures.

Question 16

How do I list my property?

Accepted Answer

Create a landlord or agency account, complete verification, then add your property and the units inside it with photos, rent and amenities. Verified listings appear on the public marketplace. Verification is what keeps fake listings off Rentor, so it comes before publishing rather than after.

Question 17

I offer services — plumbing, cleaning, moving. What's in it for me?

Accepted Answer

A verified profile in front of every landlord, agency and tenant on Rentor: real reviews, bookings, a schedule and payments in one place. Every service provider gets a free trial before any subscription starts.

Question 18

Can I be a landlord and a tenant on the same account?

Accepted Answer

Yes. Rentor gives you one account and lets you wear more than one hat on it — landlord, tenant, host, service provider. Add a role from your account menu and switch between them without signing out. Nothing is duplicated and nothing is shared across the roles that shouldn't be.

Question 19

Is there a phone app?

Accepted Answer

Yes — Rentor is on Android and iPhone, and you sign in with the same details as the website. Almost everything you can do on the web you can do on the app.

Question 20

How do tenants pay rent?

Accepted Answer

By M-Pesa, card or bank directly through Rentor. The money settles to the landlord's own account — Rentor never holds your rent — and both sides get a receipt instantly. M-Pesa is a prompt on your phone: check the amount, enter your PIN, done.

Question 21

Does Rentor take a cut of my rent?

Accepted Answer

No. Rent and deposits go straight to your own M-Pesa or bank account. Rentor charges a subscription for the platform, not a percentage of your rent.

Question 22

What proof do I get when I pay?

Accepted Answer

A numbered receipt for every shilling, the moment it moves — in the app and downloadable any time. Your payment history stays on your account, so proof never lives in a lost SMS.

Question 23

I paid but my balance hasn't changed. What now?

Accepted Answer

Give it a minute — an M-Pesa confirmation can lag. If it still shows nothing, check the payment reached the right till, then use ‘I paid outside Rentor’ on the Rent & Payments page with the M-Pesa code attached. Your landlord confirms it and the ledger updates, dated to when you actually paid. If a payment left your account and nobody can find it, raise a support ticket under Rent & payments with the code — money questions are treated as high priority.

Question 24

Can somebody else pay my rent from their phone?

Accepted Answer

Yes. When you start an M-Pesa payment you can change the number the prompt goes to, so a spouse, a parent up-country or whoever is holding the float can pay. The payment still lands against your tenancy and the receipt is still yours.

Question 25

Can I pay part of my rent?

Accepted Answer

Yes. The amount is pre-filled with what you owe but you can change it. Part payments are applied oldest-first, so the longest-standing arrears clear before the current month.

Question 26

Why is my listing not showing on the marketplace?

Accepted Answer

Almost always one of three things: your account is not verified yet, the property is not verified yet, or the unit is saved but not published. Open the property and the publish checklist tells you exactly which one, with a link to fix it.

Question 27

How long does verification take?

Accepted Answer

Usually a working day or two once every document is in. What slows it down is almost always a photo that cannot be read — a blurry ID, a title deed shot at an angle. If something is rejected you are told which document and why, and you replace just that one rather than starting again.

Question 28

My verification was rejected. What can I do?

Accepted Answer

The rejection says which document and why — usually it is legible-copy problem rather than a judgement about you, and replacing that one document is enough. If your account was refused outright and you believe that is wrong, raise a support ticket under Verification; that reaches a person who can look at the file.

Question 29

What is a trust score?

Accepted Answer

A tenant's rental reputation as a score out of 5, built from how they actually pay rent and honour viewings — not from opinions. It travels with the person, so a good record at one place counts at the next.

Questions, answered.