This article covers Pendo Rent 2.0 screens. Which screens a lease opens depends on the lease itself, not your account switch. Not sure which you're looking at? See: Which version am I looking at?
Short answers to what tenants call you about. One rule underneath most: a resend sends the same link, only a revision replaces it.
"I never got the email" #
- Open the lease and go to Parties & signatures.
- Check the email address on that tenant's row. A typo is the usual cause.
- If the address is right, use Resend link on their row, and ask them to check spam.
A resend sends the same link again, so an older Pendo email they dig up still works.
If the address is wrong, fixing it takes two steps, and the second one catches people out.
First, fix the profile.
- Open People and click the tenant.
- Click Edit profile, top right of their profile card.
- Change the Email field, then save.
No Email field there? Untick Tenant does not have an email address and it appears. That tick box is often the real problem: a tenant carrying it cannot be sent anything at all.
Don't go looking in View all on the Contact card. It shows their details and lets you copy the email, it does not edit them.
Then bring the correction onto the lease. This is the step that gets missed. The lease keeps its own copy of the address from when you built it, and that copy is what Pendo emails. Fixing the profile does not change it, so a resend goes to the old address again.
- Open the lease and edit it.
- On Parties & occupants, unlink the tenant, then link them again from People.
- Send.
Re-linking pulls the corrected address across. We know this is more work than it should be and we are fixing it.
"The signing link doesn't work" #
If nobody has revised the lease, any Pendo email for it still works. A dead link usually means the lease was revised, which issues fresh links and kills the old ones.
Ask them to open the most recent email. If they cannot find it, use Resend link.
"I sent it to the wrong address" #
A resend will not help: it re-sends the same link, so the wrong inbox keeps a working link to your lease. What you do next depends on whether anyone has signed yet.
If somebody has already signed, the lease offers Revise & resend. Correct the address, then use it. It rebuilds the lease, issues fresh links, and kills the old ones, including the one in the wrong inbox.
If nobody has signed yet, the lease offers Edit lease instead. Correct the address there and re-send, and the right person gets a working link. But the original link stays live, and there is no control that switches it off before someone signs. Contact us so we can help, especially if the address belongs to a real person rather than being a dead typo.
Same answer if the lease reached someone who should not have seen it: contact us.
"Did it even arrive?" #
If a tenant's email address bounces, Pendo emails you an alert naming the message that failed. That email is the whole signal: the lease row does not change status, so a lease that looks fine may have a tenant with nothing. The same alert covers any Pendo email to that person, not just the signing invite.
Check the address on Parties & signatures, fix it, and resend.
"This looks like a scam" #
A fair instinct, worth taking seriously. Pendo has a short article for tenants that walks them through it: Is this signing email real?. Send it.
The short version: the email names you, the signing button goes to an address starting https://app.pen.do/, and Pendo never asks for a SIN, banking details, or a password. No account to create.
Tell them not to forward it. Anyone holding the link can sign as them.
"One of us signed, the other hasn't" #
Until every tenant has signed, the lease is not final and you cannot countersign. A tenant who has signed sees they are waiting, and gets no email until it completes.
Use Resend to unsigned at the bottom of the lease to nudge everyone outstanding. Resend link on a single row does the same thing, so either way every unsigned party gets another email. There is no way to nudge just one person.
