Log in Start for free

Operational Support & Knowledge Base

All Systems Operational

Urgent / Emergency

For gas leaks, fire, or immediate structural danger, contact local emergency services (112) immediately. For urgent building maintenance (water burst, power outage), call the 24/7 hotline listed in your Tenant Portal.

Access & Keys

Lost fobs, replacement keys, or gate codes.

Billing & Rent

Statements, SEPA payments, and deposits.

Maintenance

Report issues or check repair status.

For Tenants

How do I access the Tenant Portal?
You can log in using the credentials provided in your Welcome Pack. If you haven't received them, please contact your building manager. The portal allows you to view leases, pay rent, and submit maintenance requests.
I have lost my key/fob. What is the procedure?
For security reasons, replacement keys must be ordered through the Tenant Portal. There is a standard administrative fee plus the cost of the hardware. Processing typically takes 24-48 hours.
How is heating/water consumption calculated?
Meters are read remotely on a monthly basis. You can view your detailed consumption charts in the Portal under the 'Utilities' tab. Final reconciliation happens annually.

For Owners

When are monthly statements generated?
Financial reports are automatically generated and uploaded to your Owner Portal by the 10th business day of the following month. You will receive an email notification when they are ready.
How do you handle tenant screening?
We use a rigorous 3-step verification process: 1) Credit solvency check (SOLUS/CERD), 2) Employment verification, and 3) Previous landlord references. Our strict criteria ensure a default rate below 0.5%.

Still need assistance?

Our support team is available daily (including weekends) during these windows: 04:00–06:00, 09:00–11:00, 14:00–16:00, and 19:00–21:00 CET.

Email: support@rentstag.com

Knowledge Base / Field Notes

KB-001Smell of gas?
Do not use electrical switches. Open windows immediately. Evacuate. Call 112 or the gas emergency provider. Do not call from inside.
KB-002No hot water
Check boiler pressure (should be 1.5 bar). If communal, check Portal for outages. If individual, check if pilot light is on or reset boiler.
KB-003Power outage
Check fuse box (breakers). If one tripped, reset it. If total building outage, check street lights. If widespread, contact grid provider.
KB-004Locked out
During office hours: Contact Property Manager. After hours: You must call a locksmith at your own expense unless lock failure is proven.
KB-005Water leak
Turn off main stopcock immediately (usually under sink or in bathroom). Put bucket under leak. Report to Maintenance via Portal ASAP.
KB-006Toilet blocked
Do not flush again. Use a plunger. If caused by misuse (wipes, hygiene products), cost of plumbing service will be charged to tenant.
KB-007Mould / Damp
Ventilate daily. Do not dry clothes on radiators. Keep furniture away from walls. Use mould spray. Report structural damp immediately.
KB-008Radiator bleeding
If top of radiator is cold: Turn off heating. Use radiator key to open valve slightly until water comes out. Close valve. Check pressure.
KB-009Appliance failure
Check power connection and fuses first. Check manual for error codes. Report via Portal with brand, model number and error code.
KB-010Internet down
Rentstag only manages building infrastructure. For unit connection, contact your specific ISP (Vodafone, O2, etc.) directly.
KB-011Lost fob / key price
Standard security fob: €30 / 750 CZK. System Key: €100 / 2500 CZK (security re-keying may apply). Order via Portal.
KB-012Adding a roommate
Requires landlord approval. New tenant must pass ID verification. Administration fee applies for lease addendum. Do not move in without approval.
KB-013Pet policy
Depends on building rules. Generally allowed but requires registration. Tenant is liable for any damage (scratches, smells).
KB-014Subletting / Airbnb
Strictly prohibited without written consent. Unauthorized short-term letting is grounds for immediate lease termination and penalties.
KB-015Painting walls
Minor holes for pictures allowed (must be filled). Painting walls requires approval. Unit must be returned to original white state upon exit.
KB-016Deposit return
Processed within 30 days of lease end, provided unit is inspected and no damages/arrears found. Provide IBAN in Portal.
KB-017Late rent payment
Automatic reminders sent after 3 days. Late fees apply per contract terms. If facing difficulty, contact Billing immediately to discuss plan.
KB-018Breaking lease
Standard notice is 3 months. Early termination requires agreement and typically a fee or finding a suitable replacement tenant.
KB-019Noise complaints
Quiet hours: 22:00 - 06:00. First, try talking to neighbor. If persistent, log details (time/date) and report to Building Manager.
KB-020Waste / Recycling
Strict separation required (Paper/Plastic/Glass/General). Do not leave bags in corridors. Check bin store location in your Welcome Pack.