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:
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Basic verification (Name + Email on file) is required for:
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Move-out date requests
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Minor balance or charge details
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General customer account questions
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Full verification (Name + Email + Date of Birth) is required for:
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In-depth charge or payment discussions
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Household or resident information
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Sharing contact details or lockbox codes
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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.