FAQ: Why can't I access the reports even though the applicant claims to have submitted them?

After an applicant completes and submits their screening reports, it is automatically sent to the property representative who initiated the screening request.

However, if a report you are waiting to receive has not been sent even though the applicant claims to have completed it, it's unable to be opened on your RentSpree dashboard, or any other reasons that prevent you from opening a report, please see below on how to troubleshoot:  

• Check your screening requests and submissions
• Check if you have multiple RentSpree accounts
• Check if the applicant submitted to themselves
• Check if the applicant submitted to another property representative
• Troubleshooting the "Your account does not have permission to access this page" error

Check your screening requests and submissions

After logging into your RentSpree dashboard, click on the Screening tab on the left, blue menu bar. This will show your all your applicants and the different statuses that are defined below:

• Not Started: The applicant has been sent the request but has not started their submission
• In Progress: The applicant has started their submission but has not finished
• Submitted: The applicant has finished their submission, and it is ready to view on your dashboard
• Report Expired: The reports are no longer available as they have passed the 30-day expiration date 

You also may have multiple pages of applicants; please check all pages to ensure you see all applicants and requests. 

Check if you have multiple RentSpree accounts

If you receive a notification from RentSpree via email, but the report is not in your RentSpree dashboard, you may have received it in another account. Please see below to troubleshoot:

1. Log in with the correct email and password. Usually, the email address that received the notification from RentSpree is the email you'll use to log into your account to access the report.
   1. You may already be logged into an account if you are not directed to enter an email or password. Log out of the current account and log back in with the correct credentials
2. If the report is still missing even though the account credentials are correct,  click here to contact our support team for further assistance
   
   1. In some instances, you may need to connect your MLS, Brokerage, or Association account with your RentSpree account before viewing a report. Please get in touch with our support team to assist with this further. 

Check if the applicant submitted to themselves

In rare instances, applicants may apply using an ApplyLink they incorrectly made themselves, which causes an error in the system, and the reports aren't available to anyone. Please see below to troubleshoot:

1. Contact the applicant and ask them to log into their RentSpree account
2. Locate the report they submitted on their dashboard
3. If the submission says their name or email address as the property representative, they applied to themselves
4.  Go to your agent account and send them a screening request from your RentSpree dashboard so they can submit their reports directly to you
5. If the applicant paid for the report they screened themselves with, please have them contact us to assist with a refund 

Check if the applicant submitted to another property representative

If the applicant claims to have completed a report, but you do not see it in your account, they may have applied to another property representative. Please see below to troubleshoot:

1. Contact the applicant and ask them to log into their RentSpree account
2. Locate the report they submitted on their dashboard
3. If the submission says another property representative's name or email address, the reports were not submitted to you
4.  Go to your agent account and send your applicant a screening request from your RentSpree dashboard so they can submit their reports directly to you

Troubleshooting the "Your account does not have permission to access this page" error

This error appears if you used a link to a report that does not match with the corresponding account that has access to view it. Please see below on possible reasons why an error is displayed:

• If you have been sent a link to a report from a property representative and see the permissions error, please get in touch with them and ask them to share reports with you properly. 
• If you received a link to a report from an applicant, this link is usually only meant for the applicant to open their reports on their own RentSpree account. Please send the applicant a screening request so they can submit the reports directly to you.
• You may be logged into the wrong account. Log out of the current account and log in with the correct credentials.
  • Alternatively, when this occurs, you may also try a new opening a private window and logging in to your account. This will clear any previous login credentials so you may log into the correct account. 

If there are any other errors that prevent you from opening a report, please click here to get in touch with our support team for further assistance!