How Do I Upload My Profile Picture?
You can upload a profile picture or company logo to your Innago account. This image will be visible to tenants on their dashboard and will be included on all invoices. It's a great way to build familiarity with your tenants and your brand as a whole! 1. In the top-left of the menu, click 'Profile'. 2. On […]
Identity Verification Failure – Manual Review
To verify your identity, we send the information you enter out to the three major credit bureaus and relevant utility companies. They give us a thumbs up or thumbs down on the data match. When we do this, they're looking for personal info, not business info. If your verification attempt has failed: 1. Double check […]
How Do I Edit My Profile?
Company’s contact information (e.g. address, company name, company email, etc.) is displayed to tenants. Account contact information (e.g. your name, phone, email, etc.) is private and for Innago purposes only. Both can be edited from your profile. 1. In the top-left of the menu, click ‘Profile’. 2. You can edit your information here, as well as […]
Funds Processing Times and their Exceptions
Typically, we hold funds for a one business day hold. This means that if a resident pays on Monday, we hold the funds on Tuesday, and the money will hit your account on Wednesday morning. However, the first time a resident pays online with a new payment method, we hold the funds for 3 extra […]
How Can I Help My Tenant Set Up Their Innago Account?
When tenants are added with their email address, we automatically send them an email to get them set up with their account, which includes a Tenant Welcome Packet. I've attached a copy of this for you to see at the bottom of the article. I've also included a link to a much more in-depth Tenant […]
Who Do I Reach For Support?
Whenever you have any questions for our support team, feel free to reach out directly by phone or email. We’re always happy to help! We are available during the week from 9am-5pm EST, with limited support after hours on weekdays in the evenings and weekends. We will respond to every email and voicemail as quickly […]
I Forgot My Password
Here is what to do if you've forgotten your password: Go to http://my.innago.com/Click on 'Reset Password'.Type in the email address associated with your Innago account.A reset password link will be sent to your email address.Click the link to reset your password.
Where Can I Login?
On our home page, innago.com, you’ll find the login button on the upper right side of the page. You can also bookmark https://my.innago.com/login and/or embed it in your website, so you and your tenants can go directly to the Innago login page.
How Can I Return Funds to My Tenant?
If a tenant changes their mind about a payment or makes a payment by accident, we’re typically not able to return those funds. We recommend returning the funds outside of Innago. When you return funds offline, the tenant’s payment will still show up on your ‘Income’ page. To offset this income, we recommend creating an […]
Can I Cancel a Tenant’s Payment?
At times tenants may submit a payment, and then later decide they would like to cancel it. In Innago, we have a very short window where payments can only be cancelled the same day they are submitted, only before the respective ACH and Card Settlement cut-off times. As a landlord or property manager, you will […]