RentWize guide
Contacting Support
Reach the RentWize support team via in-app chat, email, or the Help Centre — with expected response times for each channel.
Contacting Support
Our support team is here to help with questions about RentWize features, billing, account access, and technical issues. Support does not provide legal advice, tribunal strategy, or personalised tenancy-law opinions.
Ways to Get Help
In-App Chat (Fastest)
Tap the chat bubble icon in the bottom-right corner of any screen. Our support assistant (Fin) is available 24/7 for product help, account guidance, and support routing. Fin may connect you with a human agent for billing, privacy, security, or complex product issues.
Email Support
Send your query to support@rentwize.com.au. We aim to respond within one business day.
Help Centre
Browse articles in this Help Centre for answers to common questions. You can search by topic using the search bar at the top of the Help Centre.
When Contacting Support, Include
To help us resolve your issue quickly, please provide:
- Your registered email address
- The property address (if your query is property-specific)
- A description of the issue, including any error messages
- Screenshots if you're reporting a visual or technical problem
What Not to Send in Chat
Support chat is for product help, not secure evidence storage. Do not upload passports, driver licences, Medicare cards, bank statements, payslips, full Evidence Vault bundles, tribunal evidence packs, or other highly sensitive files into Intercom chat unless RentWize gives you a secure upload path.
For evidence, identity verification, data export, or account deletion, use the in-app workflow or wait for a human support response with the correct secure process.
Response Times
| Channel | Typical Response Time |
|---|---|
| In-app chat (Fin AI) | Instant |
| In-app chat (human agent) | Under 2 business hours |
| 1 business day |
Pro subscribers receive priority support with faster human agent response times.
Data Privacy Queries
For privacy-related requests (data export, deletion, complaints), contact our Privacy Officer directly at support@rentwize.com.au. See Requesting Your Data (DSAR) for more detail.
Billing Queries
For billing disputes or invoicing questions, include your invoice number or the date of the transaction in your message.
After Hours
Fin product support is available 24/7. Human agents are available Monday to Friday, 9 AM – 6 PM AEST. Messages received outside these hours are answered the next business day.
For urgent security concerns (e.g., unauthorised account access), email support@rentwize.com.au immediately.