Clear communication when a service issue is confirmed.

Section 1

Using the platform

If the platform is working normally for you, continue through the relevant owner, tenant or tradie login. If a page fails repeatedly, capture the route, time and browser before contacting support.

• Owner, tenant and tradie access remain separate
• Do not send emergency repair reports through support
• Keep a copy of time-sensitive legal records outside any single software service

Section 2

Incident communication

Confirmed incidents that affect account access, records or email delivery are communicated in-product or by email where appropriate. RentalKey support can confirm whether a reported problem is known.

• Affected area and known impact
• Workaround, when one is safe
• Resolution update after verification

Section 3

Delayed email

Email providers can delay or filter transactional messages. Check junk or quarantine folders, then ask the owner to resend an invitation or contact support with the recipient address and approximate time.

• Provider acceptance is not the same as inbox placement
• Invitation access remains tied to the invited email
• Support can inspect delivery status without exposing message contents

Section 4

What support is not

For immediate danger or a safety emergency, contact emergency services on 000 first. RentalKey support is for product access and operation, not emergency response or tenancy advice.

• Emergency and urgent repair contacts take priority
• Legal disputes require the relevant authority or qualified adviser
• Product issues can be reported through the contact page