Understanding Tenant Debit and Credit Card Fees in Innago
We know fees can sometimes be confusing, so we want to clarify how debit and credit card payments work in Innago. Convenience FeesWhen you pay rent using a debit or credit card through Innago, a convenience fee of 2.99% of the transaction is applied. This fee is part of Innago’s terms and conditions, which you […]
Security Deposit Return Limits and How to Increase Them
Landlords using Innago are subject to a weekly limit on the amount that can be returned to tenants through the platform. The standard limit is $50,000 per week. Once this amount has been reached, no additional security deposit returns can be processed until the weekly cycle refreshes. If you have reached this threshold you will see […]
What if My Tenant Is Asking for a Refund?
Once your tenants have submitted a payment in Innago, there’s only a limited window of time where they’ll be able to cancel it afterwards. Click here for instructions on how to cancel a payment – your tenants can do this in their account on their end! If they’ve missed the cancellation window, the payment will have to […]
Security Upgrade: Update Your Saved Password
We’ve upgraded our login system to make your Innago account more secure. Because of this change, your saved password in your browser (like Chrome) or password manager (like LastPass or 1Password) will no longer work correctly. Action is required today to ensure you can log in smoothly. Please follow the simple guide below to retrieve […]
Understanding the Profit & Loss Report in Innago
If your Profit & Loss (P&L) report looks off, it’s usually not an error — it’s about how Innago tracks your income and expenses! The P&L report is cash-based, meaning it shows money when it was paid, not when it was due. “Paid On” vs. “Due On” Your Profit & Loss report is designed to […]
Why Did My Late Fee Stop Running?
Understanding how and when late fees are triggered will help ensure your settings continue working exactly as you intend. Late Fees Only Apply to Future Invoices The key thing to remember is this: late fees only apply to invoices that are due after your settings are finalized. Once an invoice’s due date has passed, the […]
When Do Screening Reports Expire?
Screening Reports from the Credit Bureau Experian Expire After 2 Years Why Reports Expire For compliance reasons set by the Credit Bureau Experian, all background screening reports are only valid for 2 years. After this period, they automatically expire and cannot be accessed again. This isn’t something we can override — it’s a legal requirement […]
Why Am I Asked for a 2FA Code Every Time I Sign In?
Why am I asked for a 2FA code every time I sign in? If you’re being prompted for a two-factor authentication (2FA) code each time you sign in—even after selecting “Remember this device”—it usually means your network is assigning a dynamic IP address. When you mark a device as trusted, Innago recognizes it based on […]
Why is the Messaging Tab Not Appearing?
If you just recently signed up for Innago, you may be wondering where the Messaging features are located in the software! When you first create an account with us, the Innago menu on the left hand side does NOT include Messaging. To make this appear, you’ll need to first Verify Your Identity! Click the Settings […]
Download an Invoice as a PDF
If you ever need to download a PDF version of an Innago invoice to store for your records or print off, you can simply: Go to the Income page Locate the invoice you want to download (reminder to use the Income Page Filters to locate invoices) Click on the invoice to expand it Click Download The […]