How can we help?
Search our docs, or scroll to find answers by category.
Getting started
How do I sign up?+
Click "Start free" on the homepage. Choose your plan, enter your company details and CC, and your workspace is ready in 2 minutes. The first 14 days are a free trial with every feature unlocked (capped at 25 units / 1 building) — no card charged during trial.
Do I need a credit card to start?+
No. All paid plans (Lite / Starter / Growth / Pro) include a 14-day trial with no credit card required. The trial gives you every feature, capped at 25 units across 1 building. You only enter payment info if you choose to continue past the trial. Cancel anytime to avoid being charged.
Can I import my existing data?+
Yes. Use the bulk CSV import on the Properties and Tenants pages. Templates are downloadable. For complex migrations from another property management platform, contact us at contact@proprietio.com.
How do I invite my team?+
Settings → Team → Invite. Enter their email and assign a role (Property Manager, Leasing Agent, Maintenance Lead, Accountant). They receive an email to set their password.
Rent collection
How do tenants pay rent?+
Online via Stripe (card / ACH / Apple Pay / Google Pay) or offline (Zelle, Venmo, Wire, Check, Cash). You configure which methods are accepted per property in Properties → Settings → Payment methods.
Who pays the Stripe processing fee?+
Configurable per property: either the landlord absorbs it (default) or the tenant pays a "convenience fee" added on top. Stripe charges 2.9% + $0.30 for cards, 0.8% capped at $5 for ACH.
How do I verify a Zelle/Venmo/Check payment?+
Tenants submit the payment in their portal with a confirmation # and optional proof photo. You see "Pending verification" on your Payments page. Click Verify after confirming the funds arrived in your bank/Zelle/Venmo account.
Can I record payments I received outside the app?+
Yes. Payments page → "Record manual payment" button. Pick the tenant, amount, date, method, and reference. Mark as paid immediately or save as pending.
When do I receive the rent money?+
Stripe online: 2 business days after the tenant pays (faster on the Pro plan with instant payouts). Zelle/Venmo/Wire: instantly to your account. Check: when you deposit it.
Leases & renewals
How does Proprietio handle lease renewals?+
Automatically. We track each lease end date and send notices according to state law: NY 30/60/90 days based on tenancy length, CA Cal. Civ. Code § 1946.1 (30 / 60 days), TX, FL, NJ, IL, MA, WA. The tenant gets a renewal letter; you get a heads-up.
Can I e-sign leases with tenants?+
Yes — every plan includes a monthly e-signature pack (5 on Lite, 15 on Starter, 40 on Growth, unlimited on Pro+); beyond it, $3 per signed document. Built in-house, ESIGN Act / UETA compliant. Tenant gets an email, signs in browser, you get the PDF + audit trail.
How do I run a tenant background check?+
Tenant screening add-on ($35 per check) — credit + criminal + eviction history via TransUnion SmartMove. The applicant gets an email with a link, you receive the report when complete.
Maintenance
How do tenants submit maintenance requests?+
Through their portal — they describe the issue, attach photos, and the AI bot triages it to the right person on your team (maintenance lead, property manager, etc.).
Can I assign tickets to outside vendors?+
Yes. Add the vendor in your Team page (or just type their name on the ticket). They can be linked to the Expense for accounting tracking.
What about emergency tickets?+
High / urgent priority tickets trigger immediate email + SMS (if SMS add-on is enabled). The bot escalates if no response in 30 minutes.
Accounting & taxes
Does Proprietio replace QuickBooks?+
For most landlords yes, on the Starter+ plans. Full double-entry GL, standard property management chart of accounts, P&L, balance sheet, trial balance, cash flow. For complex operations with payroll, consider keeping QuickBooks and using our export.
Can I generate 1099 forms?+
Yes. End of year, go to Reports → 1099 → choose tax year → review candidate vendors (paid > $600) and owners → generate IRS-compatible CSV for filing.
How do I track expenses across multiple properties?+
Properties → Expenses → New. Each expense is tagged to a property. The GL automatically posts the journal entry. Reports → Expenses by property gives you the breakdown.
Team & tenant portal
What roles exist?+
Owner (your boss), Property Manager (admin level), Leasing Agent (lease + applications), Maintenance Lead (tickets), Accountant (financial reports). Plus Tenant (portal only) and Property Owner (passive owner — sees their property statements).
Can tenants chat with my team?+
Yes. The triage bot routes: maintenance → Maintenance Lead, billing → Accountant, lease → Property Manager, etc. You can also DM specific team members.
How does the Owner portal work?+
For absentee landlords (people who own properties but don't manage them). They see only their assigned properties, monthly income statements, and distribution history. No access to other landlords' data.
Security & data
Where is my data stored?+
PostgreSQL on Render (Oregon, US). Daily backups with point-in-time recovery. SSL/TLS in transit, encrypted at rest. Card data is tokenized via Stripe (PCI compliant).
How do I export my data?+
Settings → Export. Download all your data as CSV (per table) or JSON. Keep your data forever, even if you cancel.
What happens if I cancel?+
Your data is retained for 90 days then permanently deleted. You can re-activate within 90 days at any time. Export your data first if you want to keep a copy.
Is the app GDPR / CCPA compliant?+
Yes. See our Privacy Policy. We don't sell your data, don't train AI on your private data, and respect deletion + access requests.
Still need help?
Reach our team — we typically reply within one business day.
Monday through Friday, 9am–6pm Mountain Time.