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On-Site.com

Smarter Leasing Starts Here

Frequently asked questions

When are you open? How do I contact you?

Client Services are available:

  • Monday – Friday 6am – 5:30pm PT
  • Saturdays 10am – 4pm PT

You can reach us at (866) 266-7483 or visit our help page for a variety of contact options. Our fax number is (866) 329-6674.

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; otherwise, contact your supervisor or On-Site Client Services to reset your password for you. You’ll need to be near a computer with Internet access as the temporary password you’ll be provided with lasts only 20 minutes.

 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’m a private landlord. Can I use your services?

Yes, we offer a special service for private landlords and small management companies.  Visit our signup page for details.

Whom do I contact with 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?

 Because your account contains sensitive information like credit reports, regulations require strict security, such as passwords being changed every 90 days.

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Entering applications

 Can my applicants apply online?

Yes they can. If you have an On-Site website:

  1. Contact us and ensure that online applications have been activated for you.
  2. Once online applications are enabled, the “Apply Online” button will appear on your community website automatically.

If you have your own website:

  1. Contact us and ensure that online applications have been activated for you.
  2. Log into your account and navigate to http://www.on-site.com/reports/onlineapps.html
  3. You’ll see a report listing each community’s link to an online application.
  4. On your website, add the link. Your html code should look like this:
    <a href=”http://www.on-site.com/apply/property/insert your property’s 5-digit ID>Apply Now!</a>
  5. Alternatively, you can create an Apply Now button to a specific unit by using this code: <a href=”http://www.on-site.com/apply/property/insert your property’s 5-digit ID/unit_number/insert the unit number>Apply Now!</a>

To include the link in an email or Internet listing:

  1. Contact us and ensure that online applications have been activated for you.
  2. Log into your account and navigate to http://www.on-site.com/reports/onlineapps.html
  3. You will see a report listing each community’s link to an online application.
  4. You can copy and paste the appropriate link in an email to your applicant or in an Internet listing.
  5. Or link to a specific unit at a property by using this link instead: http://www.on-site.com/apply/property/insert your property’s 5-digit ID/unit_number/insert the unit number

To allow applicants to apply online using real-time unit availability (using an On-Site website or your own):

  1. Contact us and ensure that online applications and real-time availability have been activated for you.
  2. Click Settings > Property and then click the Lease Policies tab.
  3. Click the Online Leasing sub-tab and use the drop down menu to select the amount of time applicants can search into the future for apartment availability (ranging from one to six months) and decide if multiple applicants can apply for the same unit by checking the appropriate box.
  4. Click Leasing > Available Apartments.
  5. Enter your apartment availability, rents, deposits and specials.
  6. Online applicants will now be able to browse and apply to specific units at your community based on real-time availability.

My applicant was filling out an online application but wasn’t able to complete it. They then started a new online application and received a warning for duplicate information and that their credit card may be charged twice. Why is this?

For security reasons, applicants have a limited amount of time to complete the application (20 minutes per page) and their application was timed out. Have the applicant contact us to complete the application.

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

The applicant may have been timed out of their application. Contact us to complete the application.

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 the documents?

  1. Click Leasing > Begin New Application.
  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 and print the lease.

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

To add a new roommate to an existing resident:

  1. Click Leasing > Recent Leasing Activity.
  2. Find the existing resident, using the search box as necessary.
  3. Click the resident’s name to view their 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. Click Leasing > Recent Leasing Activity.
  2. Locate the appropriate applicant, using the search box as necessary.
  3. Click the applicant’s name to view their 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 get them to appear on the same lease?

  1. Click Leasing >Recent Leasing Activity.
  2. Find one of the applicants, using the search box as necessary.
  3. Click the applicant’s name to view their 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. Click Leasing > Recent Leasing Activity.
  2. Find the appropriate applicant, using the search box as necessary.
  3. Click the applicant’s name to view their Lease Details page.
  4. Click “Change Apartment.”
  5. Click the edit pencil next to the apartment number and correct the information.

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

  1. Click Leasing > Recent Leasing Activity.
  2. Find the applicant, using the search box as necessary.
  3. Click the applicant’s name to view their Lease Details page.
  4. On the applicant’s Lease Details page, click the edit pencil next to their 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 edit pencil next to the applicant 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. Click Leasing > Begin Lease Renewal.
  2. Find the lease you’d like to renew using the search box or the date range selector.
  • If you find that the lease is not in the system, click “Add it here.” Check/uncheck the “Don’t screen this applicant” box depending on your renewal polices.
  1.  Enter the new lease terms.
  • 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 Department at (877) 222-0383 and request that the verification be discontinued.

Can I put a rush on a reference verification you are checking?

 Contact our Verifications group 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, guarantor?

  • Individual — the primary resident(s) that will be physically living there and responsible for rent.
  • Corporate — the name of the business on a corporate lease.
  • Occupant — a minor or adult that will be physically living there but is not responsible for the rent; different screening guidelines may apply.
  • Dependent – a minor that will be physically living there.
  • Guarantor — an adult that is not physically living there 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. Select “None” as their ID number type, enter a U.S. address they have used 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 decision about an applicant:

  1. Click Leasing > Recent Leasing Activity.
  2. Change the status for the appropriate applicant using the drop down menu next to their name. Alternatively, you may also click the applicant’s name then change the status using the “Lease Status” box.

I usually get my criminal reports back quickly but I have a criminal request still pending. When should I expect the information back?

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.

Alternatively, the applicant may 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 screening report. What can I do?

Have the applicant contact On-Site Renter Relations at (877) 222-0384 or visit www.on-site.com/renter-relations.

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 generally to your community:

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

Can a qualified guarantor override any application score?

Your account settings determine which 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 us 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 receives a score and recommendation.

Why is the screening result for a corporation still pending?

Corporate screening will be returned within six business hours.
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Printing and changing forms

How do I print a blank application form?

  1. Click Leasing > Prepare Notices & Additional Forms.
  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. Click Leasing > Begin New Application.
  2. Enter fake information, including 999-99-9999 as the social security number.
  3. Approve the application.
  4. Click “Print.”
  • If you don’t have permission to approve the lease for printing, contact us and we’ll approve the lease for you.

How do I print a blank lease?

Our document management system pre-fills each blank field for you, so there are no blanks. Contact us if you have questions about printing blank forms.

How do I email a lease document?

  1. Click Leasing > Recent Leasing Activity.
  2. Find and click the applicant using the search box.
  3. Find the lease document to be emailed under Move-In/Application Documents and click “Print.”
  4. Save the document to your computer.
  5. 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.
  • Be careful to protect sensitive information.

Can I print a completed online application for our files?

Certainly. To print a completed online application:

  1. Click Leasing > Recent Leasing Activity.
  2. Find and click the applicant using 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. Click Settings > Property > Screening Criteria.
  2. 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 us to learn more.
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Company and community administration

I have a new community with existing residents; how do I add them to On-Site?

We can upload them for you. Contact us 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 properties, 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 our lease documents?

  1. Click Settings > Property > Lease policies to view your lease document configuration.
  2. Use the edit pencils to customize each form’s questions.
  3. Use the checkboxes to add or remove forms.
  4. 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. Click Settings > Staff > Add User.
  2. Enter the user’s information.
  3. Select the user’s access level.
  4. Select the communities the user can access.
  • A temporary password will be provided for the new user. The new user should be near a computer when they’re added as the temporary password expires after 20 minutes.

To deactivate a user:

  1. Click Settings > Staff.
  2. Find the user.
  3. Click “Deactivate.”

To transfer a user to another property:

  1. Click Settings > Staff.
  2. Find the user.
  3. Click the edit pencil.
  4. Click “Community Access.”
  5. Select the communities the user can access.

How can I add a property to our account?

  1. Click Settings > Property.
  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. Click Leasing > Recent Leasing Activity
  2. Search for the applicant, using the search box as necessary.
  3. Click the resident’s name to view their 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. Click Leasing > Begin New Application.
  2. Select the appropriate apartment.
  3. Check the “Don’t run screening” box.

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, landlord or banking history is not completed.

Check back later or contact us to determine what information is still pending.

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. Click Leasing > Recent Leasing Activity.
  2. Find the appropriate applicant using the search box.
  3. Click the applicant’s name to view their 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 “Sign document” (to sign electronically with E-Sign).

If the applicant is not in the system:

  1. Leasing > Begin New Application (or Begin New Guest Card, complete the guest card and then convert into an application).
  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 “Sign document” (to sign electronically with E-Sign).

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