Troubleshooting

Notifications not arriving

1. Open iOS Settings > Propero and make sure notifications are allowed
2. Confirm you completed setup on the device you're using
3. Remember rent status updates run at 9am Sydney time daily, not instantly

See Notifications.

Payment status didn't change after I recorded rent

Payment statuses update once each day at 9am Sydney time. The heatmap may not reflect a payment until the next update.

See Recording payments.

Tapped Add Property and got a paywall instead of the setup wizard

Your first property is free. From the second property onward, Propero asks you to subscribe to Pro before continuing. This is expected, not a bug.

See Subscription & billing.

Can't edit my name, email, or phone

These fields are read-only in the app by design. Tap Contact Support to update your details on your Profile screen, or see Contact support.

Condition report stuck in Processing

Wait for background analysis to finish. If a room shows Analysis failed, open the report and tap Retry Analysis.

See Amending a report.

PDF not available yet

Condition report and some financial PDFs can take a moment to generate after approval or request. Wait a moment and try again.

See Reading the PDF report.

Propero Chat daily limit reached

Free accounts have a daily message cap that resets at midnight UTC, which lands mid to late morning in Australia. Pro provides roughly three times the daily limit.

See Using Propero Chat.

A tenant's email didn't show up

Propero only accepts mail from two senders: the email address on the tenant's record, and the address you signed in with. Check, in order:

1. Open the property's Lease Overview, tap the tenant, and compare their Email with the address they wrote from. Fix it and ask them to send again. Plus-tagged versions of the same mailbox (sarah+home@…) are fine.
2. Mail from any other address is dropped quietly, with no bounce back to the sender and no notice to you.
3. On a Free account the email appears in Chat but there's no push notification, so open the Chat tab.
4. Out-of-office and other automatic replies are stored quietly and never notify you.
5. Emails that fail the sender's own mail checks still land, but with "Sender not verified" and replies blocked.

See Tenant emails in Chat.

My forwarded email didn't show up

1. Forward from the address you signed in to Propero with. Any other address is dropped quietly. Account > Email settings names the address Propero recognises.
2. Check Accept forwarded emails is on in Account > Email settings.
3. Signed in with Apple using Hide My Email? Your sign-in address is a private relay you never send from. Use the Contact Support row on Email settings and we'll set up the address you actually use.
4. On a Free account the forward is saved to Chat but not answered.

See Forwarding your own emails.

Reply to a tenant not delivered

The tenant's mail provider bounced it. Tap the reply card in Chat to open it, then Fix email to correct their address and Retry. If the card says Sending paused, the tenant reported a reply as spam; open it and tap Resume sending to reply again. "You've sent today's replies" means you've hit the 200-a-day cap, which resets at midnight.

Still stuck?

Use Contact support from Account.