To help you keep track of renters who have not yet completed the verification process, we refer to them as unverified renters. You can easily identify them in your renter list by looking for the red triangle next to their name, or by filtering them out in the Applications tab under Customers from the top menu of your portal. 

This way, you can easily follow up with them to ensure they complete the verification process and start receiving their mail.


When viewing the Renter List

  • Log in to your Dashboard, select Customers from the top menu

  • Under the Renter tab, you'll notice a red triangle next to the Renter ID; hovering your mouse over the triangle icon will show (Incomplete Renter Verification).

When viewing from the Applications tab

  • From the Customers tab, click Applications.

  • Select ATMB/DIRECT from the filter menu, the status should be New, and then search for the renter's name.

What do you do when you receive mail from an Unverified renter?


When you receive mail from an unverified renter, we recommend taking the following steps to ensure a smooth verification process. 

  • Firstly, we suggest reaching out to the renter by phone to inform them that you have received their mail, but they have not completed the verification process. 

  • It's important to keep the mail item for at least 24 hours before returning it to the post office. 

  • Next, you can direct the renter to log in to their portal and click on the blue Complete Verification button. 

  • From there, they can follow the instructions and consider having their documents notarized online for a faster transaction.

If you need any further assistance, please don't hesitate to reach out to us through our various channels.

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