Chat is available during normal business hours.
Hours: (closed holidays)
6am – 5:30pm PT Weekdays
10am – 4pm PT Saturdays
10am - 4pm PT Sundays (Live Chat only) Phone: (866) 266-7483
Fax: (877) 329-6674
Phone: (855) 667-6500Reference Verifications
Returning our call for a reference?
Phone: (877) 222-0383
Phone: (408) 795-4155Media Relations
Phone: (408) 795-4157Billing
Phone: (866) 923-5209
Fax: (866) 307-9232
307 Orchard City Drive, Suite 110
Campbell, CA 95008
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.
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.
Yes, we offer a special service for part-time landlords and small management companies. Visit our part-time landlord info page for more details.
Contact our billing department directly at (866) 923-5209 or firstname.lastname@example.org.
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.
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:
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.
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.
To add a new roommate to an existing resident:
Yes, to add applicants after screening:
To renew a lease:
Please contact our Verifications team at (877) 222-0383 and request that the verification be discontinued.
Please contact our Verifications team at (877) 222-0383 and we may be able to expedite the verification for you.
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).
We provide recommendations but you make decisions. To approve this applicant or make any rental decision:
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.
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:
Have the applicant contact On-Site Renter Relations at (877) 222-0384 or visit our applicant help page.
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:
P.O. Box 9554
Allen, TX 75013
P.O. Box 740256
Atlanta, GA 30374
P.O. Box 6790
Fullerton, CA 92834
If the applicant applies for a specific apartment using real-time availability:
If the applicant applies to your community without selecting a specific available apartment:
Your rental criteria settings determine the deficiencies a guarantor can override:
Contact Client Services if you need to make changes to these settings.
Co-applicants or roommates are scored as individuals while the application as a whole, including all roommates, receives a cumulative score and recommendation.
Corporate screening is generally completed within six business hours.
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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.
To print a completed online application:
You can print eviction notices, warnings, incident reports, releases, etc. Contact Client Services to learn more.
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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.
Permission levels are established by your corporate office. To change your access or permission level, contact your supervisor.
To add a user:
To deactivate a user:
To transfer a user to another property:
To make a company-wide announcement within On-Site, submit your requested announcement to us and we’ll publish it for you.
If the resident's information is already in On-Site:
If the resident is not in On-Site:
The Approved but may be gray or shaded because:
If the applicant is in the system already:
If the applicant is not in the system:
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.
Conversions (guest cards that are now leases)
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.