Troubleshooting

Use this page for common product issues. For legal deadlines, urgent tribunal matters, or serious safety concerns, contact the relevant authority or adviser directly.

Sign-in or email verification

1. Check that you are using the same email address you used to sign up.
2. Search your inbox and spam folder for the latest verification email.
3. Open the newest link only; older links may expire.
4. If the link still fails, contact support with your registered email address and the approximate time you requested the email.

Uploads fail

1. Check your internet connection.
2. Confirm the file type is supported by Evidence Vault.
3. Compress large videos or oversized documents.
4. Try uploading one file at a time.
5. If the upload still fails, contact support with the file type, size, device, browser, and error message.

Do not send passports, licences, Medicare cards, bank statements, payslips, full evidence bundles, or tribunal packs through support chat unless RentWize gives you a secure upload path.

Records look out of sync

Refresh the page, then sign out and sign back in. If the issue continues, note which property, case, repair, or evidence item is affected and send support a screenshot that does not expose unrelated private information.

Billing or plan access looks wrong

Check whether the latest Stripe invoice was paid and whether your payment method needs updating. If paid features still look unavailable after payment, contact support with the invoice date and the email address on your RentWize account.

Mobile display or camera issues

Check browser permissions for camera and photo access. On mobile web, make sure browser zoom is at the default size and refresh the page. If the issue continues, send support your device model, operating system, browser, and a screenshot.