Help and Contact Info

Answers for property managers

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Phone: (866) 266-7483
Fax: (877) 329-6674

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Phone: (855) 667-6500

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Phone: (877) 222-0383

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(408) 795-4250

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(408) 795-4157

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Phone (866) 923-5209
Fax (866) 307-9232


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Campbell, CA 95008
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General questions

I don’t know/I can’t remember my password. How can I reset my password?

Click Forgot Password under the login box to reset your password. If you have trouble resetting your password on your own, contact your supervisor or On-Site Client Services to reset your password for you.


Why does my credit card statement indicate that I was charged twice?

Some online banking statements will show multiple transactions. Usually one is an actual charge and the other is a hold. The hold will disappear from the statement. If you receive an actual monthly statement with duplicate charges, please contact us.


I have one or two rental properties. Can I use your services?

Yes, we offer a special service for part-time landlords and small management companies.  Visit our part-time landlord info page for more details.


Who do I contact if I have questions about my invoice?

Contact our billing department directly at (866) 923-5209 or accounting@on-site.com.


Why do I need to change my password so often?

At On-Site we take security very seriously and make every effort to keep consumer information safe. Accordingly, we ask users to change their passwords every 90 days as a further safeguard against fraud and identity theft.

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Entering applications


Can my applicants apply online?

Yes they can. If you have an On-Site Website and Online Applications the Apply Online button will appear on your community website automatically.

If you have your own website and are using On-Site Online Applications:

  1. Log in to On-Site and look for the online application widget at the bottom of the main menu page.
  2. The widget lists the unique online application links for each of your communities.
  3. Add the link to your website. The html code should look like this:
    <a href="http://www.on-site.com/apply/property/5-digit property ID>Apply Now!</a>
  4. Alternatively, you can add a link to a specific unit by using this code: <a href=" http://www.on-site.com/apply/property/5-digit property ID/unit_number/unit number>Apply Now!</a>

To include a online application link in an email or Internet listing, first, log into On-Site and look for the online application widget at the bottom of the main menu page. The widget lists the unique online application links for each of your communities. Select the appropriate online application link and cut and paste it into your email or listing.


An applicant said that they completed their application online but I can't find it under Recent Leasing Activity. How can I find it?

If the application isn’t listed under Recent Leasing Activity then it's most likely the applicant started, but failed to fully complete the application. If you use On-Site Lead Management, incomplete online applications will appear as a guest card on the Recent Guest Cards page. Otherwise, you'll need to wait approximately two hours from the time the applicant believes the application was submitted for it to appear with a status of incomplete under the Recent Leasing Activity page.


I have a resident who wants to add a co-applicant and the original resident wasn't screened through On-Site. How can I screen the incoming resident and get a lease with both their names on it?

  1. Select Begin New Application from the Leasing menu on the blue navigation bar. If you use guest cards, you'll need to click Begin New Guest Card instead, complete the guest card and then convert it into an application before proceeding to step 2.
  2. Enter the incoming resident’s information and process the screening as usual.
  3. On the incoming resident’s Lease Details page, click Add Applicant/Guarantor.
  4. Enter the existing resident's information.
  5. Enter payment for the application fee.
  6. Click Continue.
  7. Uncheck the box next to the existing resident's name to skip the screening process.
  8. Click Approve.
  • You may not have the required permission to approve the lease. If so, contact your supervisor to approve the lease.

How can I add a new roommate to an existing resident?

To add a new roommate to an existing resident:

  1. Select Recent Leasing Activity from the Leasing menu.
  2. Find the existing resident, using the search box as necessary.
  3. Click the resident’s name to view the Lease Details page.
  4. Click Add Applicant/Guarantor.
  • If the terms of the lease are changing be sure to click Edit Lease Terms on the Lease Details page and edit the terms accordingly.
  • If the new roommate is replacing an existing roommate, be sure to remove the old roommate by clicking the trash can next to their name prior to printing the new lease documents.

Can I add co-applicants (roommates) or guarantors after screening the primary applicant?

Yes, to add applicants after screening:

  1. Select Recent Leasing Activity from the Leasing menu.
  2. Locate the appropriate applicant, using the search box as necessary.
  3. Click the applicant’s name to view the Lease Details page.
  4. Click Add Applicant/Guarantor.
  • If you are adding a guarantor, be sure to change the Applicant Type from Individual to Guarantor.
  • The overall score and recommendation will change once you’ve screened the new co-applicant/guarantor.

I screened applicants separately and now they want to be roommates. How can I combine them into one lease?

  1. Select Recent Leasing Activity from the Leasing menu.
  2. Find one of the applicants, using the search box as necessary.
  3. Click the applicant’s name to view the Lease Details page.
  4. Click Add Applicant/Guarantor.
  5. Click Add Existing Resident/Applicant.
  6. Use the search box to find the applicant you want to add.
  7. Click Add.

The unit address is wrong on the lease. How do I correct it?

  1. Select Recent Leasing Activity from the Leasing menu.
  2. Find the appropriate applicant, using the search box as necessary.
  3. Click the applicant’s name to view the Lease Details page.
  4. Click Change Apartment.
  5. Click the pencil next to the apartment number and correct the information.

My applicant has provided additional income or updated contact information for the landlord or employer. How can I update the information?

  1. Select Recent Leasing Activity from the Leasing menu.
  2. Find the applicant, using the search box as necessary.
  3. Click the applicant’s name to view the Lease Details page.
  4. On the applicant’s Lease Details page, click the pencil next to the applicant's name to update the information.

How can I correct the applicant name, Social Security number or date of birth if I’ve entered them incorrectly?

  1. If screening has not been requested, click the pencil next to the applicant's name on the Lease Details page and correct the information.
  2. If screening has been requested, follow the same procedure but note that editing the date of birth, Social Security number or significantly editing the name will invalidate the screening. The existing report will be removed and you will be prompted to rerun the screening with an additional charge.

How do I renew a lease?

To renew a lease:

  1. Select Begin Lease Renewal from the Leasing menu.
  2. Find the lease you’d like to renew using the search box or the date range selector.
  3. If you find that the lease is not in the system, click Add it here. Check or uncheck the Don’t screen this applicant box depending on your company's lease renewal polices.
  4. Enter the new lease terms. Note that the New Agreement End Date will generate automatically based on the lease length.

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Screening applicants


How can I discontinue a verification?

Please contact our Verifications team at (877) 222-0383 and request that the verification be discontinued.


Can I put a rush on a reference verification?

Please contact our Verifications team at (877) 222-0383 and we may be able to expedite the verification for you.


Which applicant type should I select: individual, corporate, occupant, dependent or guarantor?

  • Individual — the primary resident that will be physically living in the apartment and responsible for rent.
  • Corporate — the name of the business on a corporate lease.
  • Occupant — a minor or adult that will be physically living in the apartment, but is not responsible for the rent. Different screening guidelines may apply.
  • Dependent – a minor that will be physically living in the apartment.
  • Guarantor — an adult that is not physically living in the apartment, but is responsible for rent if the resident defaults. Different screening results may apply.

Can I screen international applicants or others with no ID number?

Many applicants have a U.S. credit history even if they don't have a Social Security number. Accordingly, you can click Use a different ID and then select None as their ID number type. Enter a U.S. address used by the applicant and be sure to enter a date of birth as well.

If applicable you can enter the applicant’s Canadian Social Insurance number or individual taxpayer identification number (ITIN).


The overall recommendation for the applicant says "Approved" but the lease status is still pending. When does the lease status change to “Approved?”

We provide recommendations but you make decisions. To approve this applicant or make any rental decision:

  1. Select Recent Leasing Activity from the Leasing menu.
  2. Find the applicant whose status you want to change. Use the search box to find the applicant if necessary.
  3. Change the status for the applicant using the Status drop down menu. Alternatively, you can click the applicant’s name to view the Lease Details page and then change the status using the Lease Status box.

I have a criminal request still pending. When should I expect the criminal request to be completed?

If the report indicates there is an unclassified charge needing further review, we should have the information back within a few hours as long as the request was submitted during normal business hours.

If the Location Searched indicates a County, State search then the turnaround time can be anywhere from days to weeks depending on the location of the search as some courts do not have information available electronically, in which case we must send an individual into the county courthouses to search court records. However, an estimated turnaround time is provided whenever possible.


What is The Work Number?

The Work Number is a pay-per-use service which employers contract to provide employment information. There is an additional charge if we must contact The Work Number to complete your applicant's employment verification.

If you are interested in saving money and don't want to pay The Work Number for employment verification info, you can direct your applicant to do one of the following and fax the information to us at (877) 329-6674:

  1. Contact The Work Number themselves to obtain proof of employment.
  2. Provide pay stubs or other proof of employment.

My applicant is disputing information contained in the rental report. What can I do?

Have the applicant contact On-Site Renter Relations at (877) 222-0384 or visit our applicant help page.


How can I remove the Social Security number warnings on the applicant's report?

Social Security number warnings can only be removed by contacting the credit bureau that is reporting the warning directly. For further information please contact the applicable credit bureau:

Experian
P.O. Box 9554
Allen, TX 75013
(888) 397-3742
www.experian.com

Equifax
P.O. Box 740256
Atlanta, GA 30374
(800) 685-1111
www.equifax.com

Trans Union
P.O. Box 6790
Fullerton, CA 92834
(800) 916-8800
www.transunion.com


When is the application fee charged during the online application process?

If the applicant applies for a specific apartment using real-time availability:

  • The application fee is charged during the third step of the Online Application process.

If the applicant applies to your community without selecting a specific available apartment:

  • The application fee is authorized during the third step of the online application process but is not charged until the leasing staff requests the rental report.

Can a qualified guarantor override any rental score?

Your rental criteria settings determine the deficiencies a guarantor can override:

  • Income deficiencies
  • Income & credit deficiencies
  • Income & credit deficiencies and negative reference verifications
  • Income & credit deficiencies, negative reference verifications and evictions
  • Anything

Contact Client Services if you need to make changes to these settings.


How are co-applicants scored?

Co-applicants or roommates are scored as individuals while the application as a whole, including all roommates, receives a cumulative score and recommendation.


Why is the screening result for a corporation still pending?

Corporate screening is generally completed within six business hours.
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Printing and changing forms


How do I print a blank application form?

  1. Select Prepare Notices & Additional Forms from the Leasing menu.
  2. Select a community.
  3. Select Blank Application from the Form drop down menu.
  4. Click Print.
  5. If you don't see Blank Application in the drop down menu, click Add it Here and check the Blank Application box.

How do I print a sample lease?

  1. Select Begin New Application from the Leasing menu.
  2. Enter whatever information you want to appear on the sample lease.
  3. Enter 999-99-9999 as the applicant's SSN.
  4. Approve the application.
  5. Click Print.
  • If you don't have permission to approve the lease for printing, contact your manager to approve the lease for you.

How do I print a blank lease?

With On-Site's built-in quality control feature, leases can only be generated for renters that meet your rental criteria. Printing a blank lease circumvents this feature, allowing renters that don't meet your rental criteria to move into your community.

However, we understand that communities occasionally need a sample lease document for their financial institutions to review. For this reason, you can generate a sample lease package by beginning a new application and entering 999-99-9999 as the applicant's SSN.

A true blank lease is impossible to print out, because each lease package is generated dynamically in terms of the language and addenda that are included for each renter.


How do I email a lease document?

  1. Select Recent Leasing Activity from the Leasing menu.
  2. Find the applicant whose lease documents you want to email. If you have trouble finding the applicant, use the search box.
  3. Click the applicant's name to view the Lease Details page.
  4. Find the lease document to be emailed under Move-In/Application Documents and click Print.
  5. Save the document to your computer.
  6. Attach the saved file to the email you’re sending.
  • Some versions of Adobe Reader and other PDF readers allow you to email directly without the need to save the form first, usually by clicking the envelope icon.
  • Always be careful to protect sensitive consumer information. On-Site's CloudFile™ lets you send documents via secure download links.

How do I print a completed online application for my files?

To print a completed online application:

  1. Select Recent Leasing Activity from the Leasing menu.
  2. Find the appropriate applicant. If you have trouble finding the applicant, use the search box.
  3. Find the online application form under Move-In/Application Documents and click Print.

How can I print a copy of my screening policies?

  1. Select Property from the Settings menu.
  2. Click the Screening Criteria tab.
  3. Click Print at the bottom of the screen.

Can I add other letters and notices to the site?

You can print eviction notices, warnings, incident reports, releases, etc. Contact Client Services to learn more.
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Company and community administration


How do I add existing residents from a new community to On-Site?

We can upload them for you. Contact Client Services to obtain the rent roll template and then fill in the required fields and email the completed rent roll back to us.

We can also upload new communities, units and users.


I need to edit the fees or charges listed in the lease but I don't have access. What should I do?

Permission levels are established by your corporate office. To change your access or permission level, contact your supervisor.


How do I edit my lease documents?

  1. Select Property from the Settings menu.
  2. Click the Documents tab.
  3. Click the Lease Attachments subtab to view your lease document configuration.
  4. Use the edit pencils to customize each form's questions.
  5. Use the checkboxes to add or remove forms.
  6. Click Setup All Documents to view all options at once.
  • If you do not have the permission level to edit lease documents, contact your supervisor.

How do I add, delete and transfer users?

To add a user:

  1. Select Staff from the Settings menu.
  2. Click Add New User.
  3. Enter the user's information.
  4. Select the user's access level.
  5. Select the communities the user can access.
  • A temporary password will be provided for the new user. The temporary password expires after 20 minutes so the new user should be near a computer.

To deactivate a user:

  1. Select Staff from the Settings menu.
  2. Find the user you want to deactivate.
  3. Click Deactivate.

To transfer a user to another property:

  1. Select Staff from the Settings menu.
  2. Find the user you want to transfer.
  3. Click the pencil.
  4. Click Community Access.
  5. Check the communities the user should have access to while unchecking the communities the user should no longer have access to.

How can I add a property to our account?

  1. Select Property from the Settings menu.
  2. Click Add it Here  at the bottom of the screen.
  3. Fill in the required information.

How do I create an announcement in my account for our users to see?

To make a company-wide announcement within On-Site, submit your requested announcement to us and we’ll publish it for you.


How do I transfer a resident from one property to another?

If the resident's information is already in On-Site:

  1. Select Recent Leasing Activity from the Leasing menu.
  2. Search for the resident, using the search box as necessary.
  3. Click the resident’s name to view the Lease Details page.
  4. Click Change Apartment.
  5. Select the new apartment from the drop down menu. If you do not have the required permission, contact your supervisor.

If the resident is not in On-Site:

  1. Select Begin New Application from the Leasing menu.
  2. Select the appropriate apartment.
  3. Check the Don't run screening box and proceed as usual.

The Approved button appears gray or shaded. How can I approve the application and print the lease?

The Approved but may be gray or shaded because:

  1. You don’t have the permission level required to approve the application. Access levels and company permissions are established by your corporate office. Contact your supervisor to change your permission level or to approve the application for you.
  2. The credit and/or criminal search is not completed.
  3. Verification of employment, rental or banking history is not completed.
  4. A primary applicant has not been designated for the application. At least one applicant must have the Individual applicant type designation. In student housing, for example, an application can have multiple occupants and guarantors. However, to approve the application at least one of the applicants must carry the Individual applicant designation.

How do I print a move-in cost sheet/holding deposit/rental deposit document before screening the applicant?

If the applicant is in the system already:

  1. Select Recent Leasing Activity from the Leasing menu.
  2. Find the appropriate applicant, using the search box as necessary.
  3. Click the applicant’s name to view the Lease Details page.
  4. Under Move-In/Application Documents, click Print on the holding deposit (or move-in cost sheet or rental deposit).
  5. If you haven’t done so already, you’ll be prompted to select an apartment and enter the lease terms.
  6. Once the document generates, click Print or to e-sign, click Sign Document to be taken to the e-signature page.

If the applicant is not in the system:

  1. Select Begin New Application from the Leasing menu or select Begin New Guest Card, complete the guest card and then convert into an application if you use guest cards.
  2. You’ll be prompted to select an apartment. Be sure to check Don’t screen this applicant and then complete the application.
  3. Under Move-In/Application Documents, click Print on the holding deposit (or move-in cost sheet or rental deposit).
  4. Once the document generates, click Print or to e-sign, click Sign Document to be taken to the e-signature page.

Why does it look like leases that I’ve closed are missing from the Guest Card Conversion Report? How does this report work?

To understand the Guest Card Conversion Report and ultimately understand why closed leases appear to be missing it’s important to first understand what each of the statuses on the report mean.

Guest Cards

  1. An Active guest card is one that is set to a Status that can be converted into a lease, e.g. supplied guest with further information.
  2. An Inactive guest card is one that is set to a Status that cannot be converted into a lease, e.g. turned guest away because of pets.

Conversions (guest cards that are now leases)

  1. Canceled lease is one in which the renter’s application has been withdrawn.
  2. Rejected lease is one in which the renter’s application was rejected due to a failure to meet your rental qualifications.
  3. Pending lease is one in which a decision to cancel, reject or approve the renter’s application has not yet been made.
  4. An Approved lease is one in which the renter’s application has been approved for move-in but a move-in date and unit have not been set.
  5. A lease falling under the Leased category is one that has been approved, has a move-in date set and has a unit set.

Important Notes

  • Invalid guest cards (spam, personal communications, etc.) are not shown on the Guest Card Conversion Report.
  • No guest card or lease can appear under more than one category.
  • Leases under the Leased category are displayed according to the move-in date. For example, a lease closed in April (approved with move-in date and unit set) with a move-in date of May will not appear under the reporting for the month of April, despite being closed in that month. The lease will instead appear under the reporting for the month of May since that is the month in which the move-in date is scheduled.

Since closed leases are displayed according to move-in date, a lease may seem to disappear from the Guest Card Conversion Report. To get a complete view of your guest card to lease activity, including leases with move-in dates in the future, set the report filter to display the full year's data.