Tenant PendoPay FAQ
Hello there! Landlords all over the world have chosen the Pendo platform to manage their rental properties.
The Pendo platform is accessible to landlords only, request for information by you will be conducted via email and information will be securely stored in our system. Depending on the features your landlord will use, you may receive an email from Pendo to apply for a rental application, sign a lease, purchase tenant insurance, submit a maintenance ticket or pay for your rent using our online payment system PendoPay.
Before you get started, let us introduce ourselves…
Who is Pendo?
Pendo Rental is a software product owned and run by Tribe Property Technologies Inc. Tribe offers a range of software and services that focus on community management and communications. Pendo was established in 2012.
Where are you located?
Our Headquarters is located in Vancouver, BC Canada. Our mailing address is 1606 – 1166 Alberni Street, Vancouver, BC.
Do I have to pay to use Pendo Rent?
No, the subscription cost is charged directly to the Landlord or Property Management Company.
Does PendoPay cost me anything?
Depending on the account set up, the transaction fee may be covered by the Landlord/Property Management company or they may charge that fee directly to you. We charge a $20 fee for insufficient funds (NSF), frozen account or a stopped payment.
Your landlord may speak to you about reimbursement for these costs should they occur.
What do I need to get set up on PendoPay?
- An email address to receive the set up invitation to complete the paperwork online
- A digital copy of a void cheque or direct deposit form
How do I get set up on PendoPay?
All of our forms are digital, so you must provide your landlord with a valid email address. Documentation will be sent to you by to review and or sign online. Once signed, you can download a copy for your records. Please ensure that you enter all bank account information correctly and double check numbers. Should you enter in the a wrong number, the bank will reject the information and a $10 fee will be charged. Please note you will not get access to a login/account. The account/platform is for Landlord/Property Management use only. If you have questions about your rental payments, please contact your Landlord/Property Management company directly.
Add firstname.lastname@example.org to your Safe Senders list in your email program so important emails from Pendo arrive safely in your Inbox. Don’t forget to check your junk folder if you don’t receive emails from Pendo.
How does the tenant screening work?
If your Landlord/Property Management Company chooses to run a Softcheck or full credit report on your application, you will be required to provide your date of birth. A Social Insurance Number may also be requested if you have a common first and last name but it is not legally required by you to provide it.
Do I receive rent reminders and receipts for paid rent?
Yes! Rent reminders and receipts will be issued via email.
How does PendoPay work?
In order to withdraw funds from your account, bank account information needs to be inputted into Pendo. Your landlord will send an invitation via email for you to set up your banking information directly into PendoPay. The banking details you provide are not passed along to your landlord as you have entered them. Only redacted (partial) bank account numbers are displayed in the Pendo account under your tenant information. Once your banking information is entered in our system, we will deposit a penny into your bank account to confirm a successful set up. If the numbers do not match, your Landlord/Property Management company will be notified by email and you will need to enter the numbers again. Another penny deposit will occur to confirm a successful set up.
I didn’t get the invitation to set up PendoPay, what do I do?
Please check your junk folder. The email will be coming from email@example.com.
How does PendoPay transfer funds?
Pendo uses Bank of Montreal as our payment processor. Once the set up is complete in PendoPay, our system will process the transactions according to your rent schedule. Pendo will notify the bank of when the rental funds are to be withdrawn from your bank account. If the payment date falls on a weekend or a statutory holiday, the bank will withdraw the funds on the next business day. Please ensure your rental monies are present in your bank account the evening prior to the payment date and if the payment date is on a weekend/holiday, that the funds remain in your account until the bank can process them on the next business day. As the bank is solely responsible for the payment processing, Pendo cannot give you a timeline of when the funds will be withdrawn. If the monies are not present at the time of their collection and there is not enough funds to cover the transaction, you will incur NSF fees.
You will see a line item on your bank statement from TRIBE PROPERTY TECH PENDOPAY for the withdrawal.
Your Landlord/Property Management Company is notified when the funds have been processed and PendoPay will then transfer the funds directly into your Landlord/Property Management Company’s bank account.
Can I cancel the PendoPay if I don’t have enough funds in my account?
PendoPay will start the banking processing at 4pm PST the day prior to withdrawal. If you notify your Landlord/Property Management company prior to this time, they can stop the payment from processing. However if you notify them after this date, the processing cannot be stopped and the payment will fail due to insufficient funds.
What happens if funds are not in my account when the payment starts processing?
If you do not have insufficient funds at the time of the withdrawal, the payment will be flagged NSF in the PendoPay system. An email notification will be sent to you and your landlord that the payment failed. Your Landlord/Property Management Company will reach out to you to attempt to collect your rent again through PendoPay or via other payment methods. A $20 fee is charged to your landlord for non-sufficient funds (NSF). Your landlord may contact you to be reimbursed for this fee. Please note that this fee is from Pendo, your financial institution may charge you a separate NSF fee.
How do I avoid NSFs?
Please ensure that your rental payments are in your account the evening prior to withdrawal. PendoPay starts the payment transfer process very early in the morning. PendoPay also sends out email reminders when your rent is due. If your rental payment falls on a weekend/statutory holiday, please ensure the funds are present in your account for when the bank resumes processing.
I am switching banks. How do I update my information?
Please contact your Landlord/Property Management Company with the new bank account information and they can send you a link via email for you to update your bank account details in our system.
What type of security does Pendo use to protect the transferring of funds?
Pendo uses bank grade encryption and has insurance to cover fraudulent transactions.
I want to switch to another payment type, how do I cancel PendoPay?
As outlined in our PAD (Pre-Authorized Deposit) agreement, when you sign up for PendoPay you may cancel the pre-authorized payments by contacting your Landlord or Property Management company and ask to change your payment method.
My lease has been/will be terminated, how do I cancel PendoPay?
Your Landlord/Property Management company will terminate your lease in Pendo and all recurring rental payments after your move out date will be cancelled. Your Landlord/Property Management company may use PendoPay to refund a deposit back to you.
You can view these documents on our website under Legal.
Is there someone I can reach out to if I have more questions?
Yes, please send us an email – firstname.lastname@example.org.