What is multi-factor authentication?
Multi‑factor authentication helps protect your account.
When you sign in on a new device or app, you enter your username and password first. Then I’ll ask you to enter a one‑time PIN to confirm it’s really you. This extra step helps prevent unauthorized access.
Why are you implementing multi-factor authentication?
The enforced password resets were essential for RentPayment’s PCI (Payment Card Industry) compliance. To eliminate these mandatory resets and password expiration, an additional authentication factor, specifically a One-time PIN, had to be implemented. This enhances security and simplifies the login process for our users when paying rent.
How do I activate multi-factor authentication after installing the mobile app?
MFA activation will automatically prompt after successful sign-in. If MFA was previously activated on the web before logging into the app, the MFA code will be prompted automatically. Otherwise, you'll be asked to set it up.
The process includes Email and Mobile Phone authentication, which can be used simultaneously and are not mutually exclusive.
At the authentication stage, Step 2 fields auto-fill with your profile details. The field remains blank if an email or mobile number is missing, indicating unavailability.
You cannot edit these methods to maintain system security and protect the integrity of the authentication process. Using verified information is crucial for safeguarding user accounts effectively.
Who sends the verification code?
Email codes are sent from system@rentpayment.com.
Text message codes are sent from our 888 number.
Adding the email address to your contacts can help prevent messages from being marked as spam.
Where can I find my MFA settings?
Once MFA is activated:
1. Tap the menu icon , then select Settings. 2. Tap MFA (Multi-factor authentication) settings.
I didn’t receive my one‑time PIN. What should I do?
If you’re using email:
- Check your spam or junk folders
- Make sure you’re checking the correct email address
- Select Resend Code on the login screen
If you’re using text message:
- Check your network connection or restart your device
- Select Resend Code on the login screen
Why didn’t I receive my one‑time code by text message?
There are several common reasons a one‑time code may not arrive by text message:
-
Poor network signal
If your phone has a weak or no signal, the message may be delayed or not delivered. - Phone is in airplane mode
Text messages can’t be received if the device isn’t connected to a mobile network.
-
Carrier delays
Mobile providers may occasionally delay automated text messages, especially during high traffic times. -
Incorrect phone number on file
If the mobile number in your account profile is outdated or incorrect, the code will be sent to the wrong number. -
Blocked or filtered messages
Some phones or carriers block messages from short codes or unknown senders, including automated verification messages. -
Text inbox is full
If your device has reached its message limit, new texts may not come through. -
Temporary system issue
In rare cases, there may be a short delay or issue sending the code.
What should I do if this happens?
Try these steps:
- Check your mobile signal or restart your phone
- Make sure your phone is not in airplane mode
- Select Resend Code on the login screen
- Confirm your phone number is correct
- If the issue continues, contact Customer Support for help
I still can’t get the code. What’s next?
If you’re experiencing difficulties updating your contact details or obtaining the code:
Submit a Customer Support ticket or chat with a live agent here. Alternatively, call us at 866.289.5977; our support is available daily from 8 a.m. to 8 p.m. EST, excluding major holidays.
Additionally, it’s crucial to contact your property management to verify that they have your updated contact information in their leasing software. Their system takes precedence over any changes made in RentPayment and may overwrite your updates.
Can I choose not to use multi‑factor authentication?
No. Multi‑factor authentication is required for all residential users, commercial users, and property management who access rentpayment.com directly.
This helps reduce password changes and protects accounts from unauthorized access.