The Tenant Must…
After you submit your credit request for a prospective tenant, the tenant
receives an email with instructions to go to the screening center to create an
account, accept or decline your request and answer questions to verify their
identity. If the tenant accepts the request and answers the identity questions
correctly, the credit report is generated and an email is sent to you indicating
that the credit report is available for viewing in your Cityleases.com tenant
Possible reasons a report does not complete
The tenant did not answer the identity questions correctly.
If this happens, the tenant must call Smartmove toll free at (866)-775-0961 to
be validate over the phone. When they hear the Smartmove voice prompt the tenant
will need to select: option 2, and option 2 again, than select option 4.
The tenant declined your request for a credit report.
If this happens, the tenant has not accepted your request to get their credit
report. If this was a mistake on the tenants part, you will need to click the
link at the bottom send them another request. Please note: Once a tenant
declines your report balance will reflect this data and move the report from
pending back to available.
The tenant did not receive your original email request.
If this happens, then contact the tenant to verify that the email used to
send the request is correct. Verify this email address by clicking the “details”
link of the pending report.
The tenant did not use the same email address for their credit account
as the email address where you sent the credit request. Tenants sometimes
have multiple email addresses. It is very important that they use the email
address on smartmove that the tenant screening request was sent.If this happens,
tell the tenant go back to Cityleases.mysmartmove.com and click the create account
button. Then they will need to create another account with the email address
that you sent the request.
If you have
additional questions please use click the contact us link above or contact
Smartmove at the number below.
Call Transunion at (866)-775-0961
Call Cityleases.com at (201) 845-7300