Manually paying rent? Get a refund if you don’t use Flex

Important: This feature is only available to some customers. You will only see the refund option in the app if:

• You live at a not integrated property (Flex isn’t directly connected to your rent portal), and
• You haven’t used the Flex debit card or bank account to pay rent this month yet

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What this feature does

If you already made your 1st payment but decide not to use Flex to pay rent this month, eligible customers can use this in-app feature to request a refund—as long as rent hasn’t been submitted using Flex’s payment method yet.

Once rent is submitted through your property portal using the Flex bank account or debit card, the refund option is no longer available.

Who can use this feature

You’ll see the refund 1st payment option in your app only if all of the following apply:

• You live at a non-integrated property
• You’re using a Flex debit card or bank account to manually pay rent
• You haven’t submitted your rent using Flex yet this month

If Flex pays your rent automatically or if you’ve already used Flex’s payment method to pay rent, you won’t see this option.

How to request a refund

1. Open the Flex app and go to the screen that shows your Flex payment method (bank account or debit card).
2. Tap Refund payment.
3. Agree to the terms confirming you will not use Flex this month.
4. Tap Confirm to process the refund.

Your 1st payment will be refunded to your original payment method within 1–3 business days

  

    

What happens next

• You’ll need to pay rent directly to your property this month.
• Your Flex membership will remain active unless you cancel it separately.
• Flex will not attempt to charge or submit any further rent for the month.

Don’t see the option?

If you’re eligible but don’t see the option, or you're unsure if your account qualifies:

• Open the Flex app and go to Settings > Chat 💬
• Our support team can help review your account and next steps