---
title: What Is Your Identity Verification Policy?
description: We aim to keep interactions smooth and stress-free — so basic company or policy questions never require identity verification.
---
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November 9, 2025
# What Is Your Identity Verification Policy?
## We aim to keep interactions smooth and stress-free — so basic company or policy questions never require identity verification.
However, when you request information specific to an **account**, we do require varying levels of verification depending on the sensitivity of the request:
- **Basic verification (Name + Email on file)** is required for:
- Move-out date requests
- Minor balance or charge details
- General customer account questions
- **Full verification (Name + Email + Date of Birth)** is required for:
- In-depth charge or payment discussions
- Household or resident information
- Sharing contact details or lockbox codes
- **Contact information updates** require our **highest level of verification**, which includes **phone confirmation, and possibly relationship start date** as well. However you can update your contact information at any time on your own using your owner or resident portals.
If we’re sending information to an **email or phone number already on file**, verification isn’t required. For example, a simple request for a **copy of your lease or statement** can be fulfilled without additional verification when sent to your existing contact info.
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