What if the submitted Move-in payment was incorrect?

If you believe your Move-in payment was submitted incorrectly, here’s what you need to know:

 

How does the Move-in payment work?

Move-in allows eligible renters to pay upfront move-in costs like security deposits, prorated rent, pet deposits, and other fees directly to their property. Depending on eligibility, customers can:

• Pay in full online (available in all U.S states)
• Or, Setup a loan based payment plan (available in most U.S. states)

Once submitted, payments cannot be changed or edited, so it’s important to double-check all fee amounts before completing checkout.

 

What counts as an “incorrect payment”?

Here are the most common situations:

• You accidentally entered the wrong amount (for manual entry)
• Your property charged a different amount than expected
• The fees auto-filled from your property don’t match what you were told

What to do based on your situation:

1. I manually entered the wrong fee amount

Unfortunately, once the payment is submitted, Flex cannot edit or refund the transaction if the funds were successfully sent to your property.
➡️ Next Step: Contact your property directly to resolve any discrepancies.

2. My property charged a different amount after I paid

Flex displays fees based on what your property shares with us through Yardi, or what you entered manually. If the property later updates those charges, Flex won’t be able to modify the payment after it's sent.
➡️ Next Step: Reach out to your property  to reconcile any difference.

3. I don’t agree with the amount Flex paid my property

If Flex already paid your property, we’re unable to issue a refund. Flex does not control the fee amounts—it simply pays what was either:

• Pulled directly from your property’s system
• Or entered by you at checkout

➡️ Next Step: Contact your property to resolve the dispute.

Can I get a refund?

Flex only issues a refund if we were unable to successfully pay your property management company (PMC). If that happens:

• You’ll be refunded automatically in most cases
• If not, contact support so we can manually process the refund

However, if Flex successfully paid your property and you later change your mind or realize the fee was incorrect, we cannot issue a refund.

 Best practices before submitting a Move-in payment:

• Confirm fees with your property ahead of time
• Only use a U.S.-based debit card
• Double-check all fee entries before submitting your payment

If you need help understanding your payment status or what fees were processed, our support team can assist. Just reach out through the in-app chat or email us with your details.