Troubleshooting App Issues Reported by Residents
If a resident reports issues completing their inspection or using the RentCheck app, you can recommend the troubleshooting steps below before reaching out to our support team. These steps resolve most common problems related to app performance and inspection uploads.
If the resident encounters an error or the app is not working as expected, have them try the following:
Fully close the RentCheck app
Sometimes the app can get stuck if it’s been open in the background for a long time. Closing it completely helps refresh the connection and clear temporary glitches.On iOS: Swipe up from the bottom of the screen (or double-tap the Home button), then swipe the RentCheck app away to close it completely.
On Android: Open the recent apps menu and swipe the RentCheck app away.
Then reopen the app and try again.
Sign out and sign back in
If the resident’s inspection isn’t loading or changes aren’t saving, signing out and back in can resync their account with our system.Have them tap Profile → Sign Out, then sign back in using the same email address that received their inspection invite.
This ensures their inspection and data are properly linked to the correct account.
Restart their device
Restarting clears the phone’s memory and resets temporary background processes that may interfere with app performance.Have them power off the device completely, wait a few seconds, and turn it back on before reopening RentCheck.
This simple step often resolves freezing, slow loading, or crashing issues.
Check their internet connection
RentCheck requires a stable connection to upload photos and sync inspection data.Ask the resident to confirm they are connected to Wi-Fi or mobile data.
If they’re already connected, switching briefly between Wi-Fi and mobile data can help reestablish a fresh network connection.
If they’re in an area with poor signal strength, they may need to move closer to a router or wait until they have a stronger connection to continue.
Update the RentCheck app
Outdated versions of the app may cause unexpected errors or performance issues.Have the resident open the App Store (iOS) or Google Play Store (Android) and check for available updates.
If an update is available, ask them to install it and reopen the app.
Ensuring the latest version is installed helps maintain compatibility and reliability.
Important: Only Uninstall RentCheck in Certain Cases
Residents should not delete or uninstall the RentCheck app if they have pending inspection progress on their device, even if they experience an issue.
Deleting the app will permanently remove any inspection data that has not yet been submitted or synced to our system. Once deleted, that information cannot be recovered, and the resident will need to restart their inspection from the beginning.
Instead, we recommend trying the troubleshooting steps above or reaching out to our support team for assistance.
When to Contact Support
If the resident has tried all of the troubleshooting steps and is still unable to complete their inspection, please contact our support team for further help at hello@getrentcheck.com or through the in-app chat.
Include the following details when reaching out:
Resident’s name and email address
Property or unit address
A brief description of the issue (and screenshots if possible)
This information helps our team quickly identify and resolve the issue. Providing these details up front allows us to review the inspection, pinpoint the cause of the problem, and respond with accurate next steps to get the resident back on track as soon as possible.