Contact Agents — SoftScreen

Agents are amazing!

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We’re here to help

We have answers to almost every question we’ve been asked right here!
We’ve also assembled answers to our most asked questions below. PLEASE check out the information at the bottom of THIS page.
Thanks!

Hi! Please tell us the email used for YOUR SoftScreen® log-in

No Typos or our reply will NOT reach you!

What's your name?

First Name

Last Name

What's the best number to reach you?

During the business day, we always try to reply by email within just a few moments of receiving your help ticket. But just incase we need to call...

(###)

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I need assistance with...

Helping a Renter | Tenant | Applicant

Helping a Landlord

Helping another Agent

Tech support

Something else

If you are trying to assist a Tenant, Landlord or another Agent, knowing who is really helpful.

If property specific, what's the address?

House number, street name, and town is all we need. Ex: 10 Main, Boston OR 1234 Wilshire, Los Angeles

If property specific, is this your listing?

OK... How can we help?

The more info, the better. We will do our best to respond as quickly as possible!

Answers to the questions most frequently asked…

• Inviting Agent Share - How does it work? CLICK HERE

When you invite a renter to generate reports and rental applications, the renter can share their info with you! It’s just that simple!

• Need help printing or downloading? CLICK HERE

• Is an applicant having trouble submitting payment? CLICK HERE for answers!

• Trouble entering an address? USE THIS LINK: Agent Address Entry Request Link

If you cannot successfully enter the address, please contact us for assistance using the dedicated link above.

FYI for listing agents:

If your broker participates in our MLS automated data program, you never have to enter the address of your rental. Your MLS enters it for you! If it’s already entered, you SHOULD NOT re-enter this same address, creating a duplicate. Please ensure you have an active SoftScreen® account using the email address associated with your MLS membership. Look for our welcome email, sent within one hour’s time of your active listing being entered in your MLS. Once signed in to your SoftScreen® account, please click “My Addresses” to see any listings entered for you. If you still need assistance, or if your broker does not participate in our automated data program and you’re having trouble entering an address, please use the dedicated ADDRESS ENTRY link above for assistance.

FYI for agents representing applicants:

Please make sure to search for the address BEFORE attempting to enter it. The listing agent or their participating MLS may have already entered the address in SoftScreen®. If it is already registered, it does NOT need to be entered. Simply select the address and invite clients to apply.

• Has your client found an error in their reports?

TransUnion® provides all consumer reports and is responsible for content and accuracy.
Please instruct the applicant to contact TransUnion® directly. Their number is (866) 775. 0961. SoftScreen® does not have the ability to correct, edit, or change any information inside the TransUnion® system and appearing on a consumer’s reports. Consumers must contact TransUnion® if their reports contain any inaccuracies!

• You’ve sent an invitation, but it wasn’t received

We track ALL invitations, and you will be notified immediately if your invitation is undeliverable. If your invited party claims non-receipt… no worries!
Sending an invitation is like booking a reservation. It resides in SoftScreen®. When the invitee arrives at www.SoftScreen.com, their invitation is waiting for them. This means receiving the notification by email, while helpful, is unnecessary. The email is only a notification. The actual invitation resides within SoftScreen®. An invitee signs in to a new or existing SoftScreen® account with the same email address used for their invitation, and it is automatically presented to them upon signing in.

If you would like to resend your invitation, you can. Just go to “Invitation Management” located on your agent dashboard. Invitations can be resent once every 12 hours. We’ve limited the time frame, so our messages are not automatically marked as spam by receiving mail servers.

• If your listing client can’t view offers to rent, reports, rental applications, and documents…

If you have entered the address of your rental, please add the Landlord.
Please ensure the email address you have used when adding the landlord matches the email address the landlord will use for their Property Owner Account. If you are not sure, please check with your client. You have the ability to update the email address if necessary. Go to Dashboard/My Addresses/Edit/Cancel Listing Invitation. Once canceled, you can then enter the correct email address. Once accepted, they will have joined report distribution, and all available Tenant submissions will be immediately available. They can click “View Available Reports” to access all tenant-submitted information.

• My listing is in MLS but is not showing up in SoftScreen

ACTIVE Listings populate via MLS ONLY IF your brokerage firm has chosen to participate in our automated MLS data feed. Not sure if your broker participates? Ask us! Or ask your broker, office manager, or administrator. You can also check by logging in and clicking on “My Addresses” to see if your listing has been entered for you. Still not sure? Submit a help ticket, and we will gladly let you know. If your broker does not participate, no worries… you can still enter the address (it takes a minute to do). You can screen applicants, and even share all offers to rent with the landlord.

• Must my listing be in the MLS before it can be entered in SoftScreen®?

No! Any listing agent can enter a rental property in SoftScreen, even if it’s a non-MLS listing. Any agent representing an applicant can enter the address, too, inviting the listing agent or a landlord to OK it. Once they do, they’ll receive offers to rent. We call that “creating a provisional listing,” and it’s easy to do.

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