We have different deny access messages in Nomad depending on the situation, this will depend if the profile is missing information or if the information has to be reviewed by our Trust & Safety Team.

You should be denning access in the following scenarios, use following the suggested verbiage also found on our Home Access Verification Suggested Verbiage Outline

• Customer Risk Assessment > Deny Access

“I’m sorry, I’m unable to provide you access at this time. Feel free to install the Opendoor app or visit the home with a licensed realtor.”

Secondary Response if there’s pushback:

“As part of Opendoor’s commitment to the safety of our home visitors, we undergo a process to verify the identities of our visitors before providing access. Unfortunately, we weren’t able to verify your identity with the information you’ve previously shared with us, and cannot allow access to this home. I apologize for the inconvenience.”

• Manual by T&S additional information requested > Collect information requested by T&S

“Thank you for providing this information. I will reach out to my verification team and call you back asap.”

• Manual by T&S no additional information requested > Deny Access

“I’m sorry, I’m unable to provide you access at this time. Feel free to install the Opendoor app or visit the home with a licensed realtor.”

Secondary Response if there’s pushback:

“As part of Opendoor’s commitment to the safety of our home visitors, we undergo a process to verify the identities of our visitors before providing access. Unfortunately, we weren’t able to verify your identity with the information you’ve previously shared with us, and cannot allow access to this home. I apologize for the inconvenience.”

• Customer is Deny status but there’s an indication that they’re a licensed agent > Complete agent verification

“It looks like we need to gather some additional information in order to verify your account. [complete agent verification]. I’m going to get this information over to our verification team and will reach back out to you asap.”

• Deny access outside of operating hours > Deny Access

"Opendoor allows access between the operating hours of [insert times]. Because we're currently outside of those hours, I am unable to grant access. If you'd like to schedule an appointment for a future date/time to ensure you're able to tour this home, I'd be happy to set you up with an appointment."

If the profile has to be verified by T&S like the following example:

Ping: our POC found on the pinned message

Provide this information:

Full name:

Role:

Phone number:

Email:

*MLS ID:

*MLS Name:

*License Number:

*Brokerage Names:

*Agent Verification Status:

Additional context:

You can also find more information here.