At RentRedi, account security and protecting our users' information is our top priority. We understand that discovering unauthorized activity can be stressful, and we’re here to help you understand what happened — and guide you through the next steps to secure your account.
🔎 How Unauthorized Transactions Can Occur
Unauthorized transactions typically occur when someone gains access to your login credentials (such as your email and password) and makes changes to your RentRedi account — for example, updating your connected bank account information to redirect payments. This type of activity is often the result of:
Reused passwords across multiple sites
Phishing attempts (fraudulent emails asking for credentials)
Weak or unprotected passwords without Two-Factor Authentication (2FA)
Importantly, in cases of unauthorized transactions, there was no breach of RentRedi’s or ProPay/Stripe’s systems. The activity occurred through valid logins using compromised user credentials.
🔒 Account Verification and Security Measures
We have multiple layers of security in place to protect your account information:
Email Verification Code: Any time a user attempts to update their connected bank account, they must verify the change by entering a security code sent to the email address on file.
Account Change Email Notification: We immediately send an email notification if any key account information — such as payment account details — is changed.
These steps are designed to help detect and prevent unauthorized changes. If you ever receive a verification code email or account change notification that you did not initiate, please contact RentRedi Support immediately.
🏦 How Rent Payments Are Processed
RentRedi uses ProPay/Stripe, a trusted third-party payment processor, to securely move funds from tenants to landlords. When a payment is submitted:
Stripe processes the transaction based on the account and payment information connected at that time.
Once the funds are paid out to the connected bank account, they leave ProPay/Stripe’s and RentRedi’s control.
Neither ProPay/Stripe nor RentRedi holds or manages the funds after payout is complete.
Because ProPay/Stripe acts solely as a payment processor (not a bank or fraud insurer), and the transaction was authorized based on available account information, we’re unable to guarantee the reverse or refund completed payments.
🛡️ What Steps Should I Take If This Happened to Me?
If you experience unauthorized changes or transactions on your RentRedi account:
Contact RentRedi Support to initiate Potential Fraud protocol (steps will include)
Update your email password.
Enable 2FA on your email account.
Use different passwords for RentRedi and your email account to prevent future attacks.
💬 How RentRedi Supports You
While we are not able to refund or recover funds once they have left our platform, we take the security of your account seriously. Our team will:
Temporarily place your account on hold if unauthorized changes are detected.
Guide you through securing your account and regaining full control.
Work with ProPay/Stripe to attempt fund recovery.
Provide resources and best practices to help prevent future incidents.
We are here to assist you throughout this process and answer any questions you may have.
⚠️ Stay Secure
To better protect yourself, we highly recommend:
Always enabling Two-Factor Authentication (2FA).
Using strong, unique passwords across all accounts.
Staying alert for phishing attempts and suspicious emails.