FAQs
JOB AID
Embedded Files
Income Verification (VOI) is available for select properties only.
BANKING / BANK ACCOUNTS / AWARD LETTERS
BANKING / BANK ACCOUNTS / AWARD LETTERS
What banking institutions are supported for open banking?
What banking institutions are supported for open banking?
Please see the Supported Institutions page for a list of Financial Institutions which have gone through the certification process.
Does bank account verification, apply to IRA accounts?
Does bank account verification, apply to IRA accounts?
Bank account deposits are not verifying balances, but income deposits, so it wouldn't apply to IRA accounts.
There are applicants with joint bank accounts, which caused an inflated stated income. How should it be handled?
There are applicants with joint bank accounts, which caused an inflated stated income. How should it be handled?
For applicants with joint bank accounts, it is recommended to have only one of the applicants connect their bank account otherwise the income will be double counted. The second applicant can select "I am not contributing income to this application" through the VOI email. The Leasing team can choose the "Resend invitation" option in the VOI Action Panel, and tell the applicant to select "I am not contributing income" option, or they can select "Resend invitation" and enter their (property/info@elevatetoproperty.com) email address to complete this for the applicant.
What do applicants do that do not have a bank account? There are applicants who receive housing assistance, therefore their proof of income is the 'award letter' they receive from the county.
What do applicants do that do not have a bank account? There are applicants who receive housing assistance, therefore their proof of income is the 'award letter' they receive from the county.
If an applicant is unable to do a bank account income verification through VOI and have an award letter, follow the same internal procedures used to verify that information. See the Qualifying Criteria policy for more information.
What should I do if the applicant identity portion states "name not provided by banking institution?"
What should I do if the applicant identity portion states "name not provided by banking institution?"
The fraud detection alert with banking performed by VOI is when there is a name mismatch. The recommendation when this occurs is to ask the applicant for additional bank statements and perform due diligence. Manually verify proof of income.
CORPORATE HOUSING
CORPORATE HOUSING
Corporate Housing Program - What would the online application process look like for an Employer who would need to VOI?
Corporate Housing Program - What would the online application process look like for an Employer who would need to VOI?
The process for corporate applications will remain the same. A Dun & Bradstreet report request will be submitted through Yardi and based on the report returned, your property will make the final decision. There isn’t VOI for employers.
PAYROLL PROVIDERS
PAYROLL PROVIDERS
What is the best way to verify applicants who are employed with Uber or Lyft?
What is the best way to verify applicants who are employed with Uber or Lyft?
Applicants with Uber and Lyft can use the payroll provider option to verify their income. The payroll provider option includes Social Security.
The applicant has more than one job and they want to link their payroll account. How many payroll accounts can be linked?
The applicant has more than one job and they want to link their payroll account. How many payroll accounts can be linked?
Only one job can be linked to a payroll account. The leasing team can verify additional income using the"Additional Manually Verified Monthly Income" option in the VOI Action Panel. Click here for more information.
PRIVACY CONCERNS
PRIVACY CONCERNS
An applicant has concerns regarding sharing their banking and pay stub information. What information is available to share with applicants?
An applicant has concerns regarding sharing their banking and pay stub information. What information is available to share with applicants?
Leasing team members can assure applicants that open banking is a commonly used practice within different industries. This similar technology is commonly used by Venmo, Experian Boost, PayPal, Rocket Mortgage. Open banking is a one-time connection once the applicant has logged in. Their banking information is not shared and/or stays linked for any amount of time within Yardi or with clients, and the data is encrypted. If applicants are still hesitant to connect their bank account, they always have the option of uploading their most recent (30 days) paystub. We can mention this during the training as well.
Leasing team members can also refer the applicants to Nova Credit and Finicity’s Terms of Service, Privacy Policy, Privacy Notice, and Security Service websites. The links are also listed on the widget when an applicant starts the VOI process. Attached is the Nova VOI Applicants PDF document that can be provided to applicants to notify them of VOI.
SCREENING
SCREENING
Who can I contact for questions regarding resident screening?
Who can I contact for questions regarding resident screening?
The leasing team can reach out to Yardi Resident Screening at (800) 736-8476 and choose option 1.
Are screening results based on verified income or stated income?
Are screening results based on verified income or stated income?
With VOI screening enabled, the screening result is based off the verified income, unless "Manually Verified" is selected on the VOI Action Panel. The Leasing team selects "Manually Verified," the screen result will be based off the Stated Income.
What if the applicant mistypes their information during the application process?
What if the applicant mistypes their information during the application process?
The system will flag this screening as failed. Community Teams will have to send the VOI link to the applicant to re-initiate the income verification process and put the screening back to a "pending" status.
If the stated income is more than the verified income, does that applicant need to be rescreened with the correcct amount entered into the stated income, or is it okay that the two numbers differ?
If the stated income is more than the verified income, does that applicant need to be rescreened with the correcct amount entered into the stated income, or is it okay that the two numbers differ?
Once a verified income amount is returned, an edit screening is not possible to update the stated income. For record keeping purposes, go to the application form, and into the screening window and update income amounts in the screening window. For screening purposes, it is okay that the numbers are different, but for reporting and all intensive purposes, update the correct income amount on the application form.
SELF-EMPLOYED
SELF-EMPLOYED
How would self-employed applicants submit proof of income? What's the best practice?
How would self-employed applicants submit proof of income? What's the best practice?
For self-employed applicants, we would recommend having them go through the open banking option as this method is going to capture any consistent income streams.
SOFTWARE ISSUES
SOFTWARE ISSUES
Who do contact if I am experiencing issues?
Who do contact if I am experiencing issues?
For software issues, please submit a HelpDesk ticket.
Category: IT
IT Request Type: Software Applications
IT Software Request: Income Verification (VOI)
For VOI workflow/process issues:
Email: RS_Support@yardi.com
Phone: 800-736-8476 Option 1
SSI / CHILD SUPPORT
SSI / CHILD SUPPORT
How do I verify additional sources of income like SSI or Child Support?
How do I verify additional sources of income like SSI or Child Support?
We recommend having the applicant submit their Banking Information for VOI.
TRANSFERS
TRANSFERS
Are transfers into someone's account counted as income? (i.e. If transfers are made from savings, or funds are transferred from another account)
Are transfers into someone's account counted as income? (i.e. If transfers are made from savings, or funds are transferred from another account)
Transfers are not counted as income. Only "deposits".
UPLOADING DOCUMENTS
UPLOADING DOCUMENTS
The applicant is having difficulties uploading their documents into VOI. Can I upload the documents on their behalf?
The applicant is having difficulties uploading their documents into VOI. Can I upload the documents on their behalf?
Please see the VOI Action Panel job aid for more information on how you can upload documents on behalf of the applicant.
The pop-up window to upload documents does not appear. What do I do?
The pop-up window to upload documents does not appear. What do I do?
Issues with pop-up windows not appearing are usually caused by a browser pop-up blocker. Remove the pop-up blocker from your browser window in order for pop-up windows to display.
Will income documentation automatically transfer or upload from the VOI system to Yardi?
Will income documentation automatically transfer or upload from the VOI system to Yardi?
No. All proof of income documentation must be manually uploaded to the resident attachments in Yardi, as the VOI system does not automatically transfer these documents.
VOI ACTION PANEL
VOI ACTION PANEL
If a denial occurs in Screening Works Pro, and "Applicant Cancelled" is selected in the VOI Action Panel as the "Action," would I still need to go into Yardi and cancel the application?
If a denial occurs in Screening Works Pro, and "Applicant Cancelled" is selected in the VOI Action Panel as the "Action," would I still need to go into Yardi and cancel the application?
Yes, if you cancel an applicant in Screening Works Pro, you will need to cancel them in Voyager as well.
Will any of the VOI Action options affect results in Screening Works Pro?
Will any of the VOI Action options affect results in Screening Works Pro?
"Manually Verified" and "Confirmed as Accurate" will automatically update results in Screening Works.
VOI ON-DEMAND LINK / VOI VERIFICATION LINK
VOI ON-DEMAND LINK / VOI VERIFICATION LINK
How long does the invitation for income verification link stay active?
How long does the invitation for income verification link stay active?
72 Hours.
Can the VOI link be sent again to the applicant to re-initiate the VOI screening?
Can the VOI link be sent again to the applicant to re-initiate the VOI screening?
Please see the VOI Link (On Demand) job aid for more information on when the VOI screening link can be used.
How can I resend the income verification invitation link to an applicant?
How can I resend the income verification invitation link to an applicant?
Select VOI
Enter their email address
Select Process.
You can also resend an income verification invitation link in the VOI Action Panel. See the VOI Action Panel page.
Page updated
Report abuse