FirstKey Homes is committed to giving our family of residents a place to call home – and a big part of that is making sure you have a great resident experience wherever and whenever we connect, including online. As part of this, we’re upgrading our system from the evening of Jan. 7 through Jan. 14, 2021, to better serve you. During this time, some of our usual online services won’t be available – including the online Resident Portal, the FirstKey Homes mobile app, and certain operations that are processed through our website. Please see details below. We appreciate your patience and understanding while we make these improvements that will allow us to better serve you.
We’re upgrading our system to better serve you and our entire family of residents, and to ensure that our service is efficient and effective. While we’re making these improvements, the online Resident Portal and the mobile app will be temporarily unavailable. However, you’ll still be able to make payments and submit service requests by phone; please see below for details.
When will the online Resident Portal and mobile app be unavailable?
We’ll begin our system upgrade at 7 p.m. on Thursday, Jan. 7, and plan to have the system back up on Friday, Jan. 15. See details below for how to do things like make a payment and submit a maintenance request during this time.
Is there anything I need to do before the system is temporarily unavailable?
There are a few actions you can take to make this transition as smooth as possible.
- For most efficient processing, please plan to make any payments on your account by 7 p.m. ET on Thursday, Jan. 7. (Reminder: Rent payments are still due Jan. 1 and will be considered late after Jan. 5.)
- Submit maintenance requests for any known issues by 7 p.m. ET on Jan. 7 to ensure they are addressed quickly.
Will I be able to access my account – for example, to check my account balance or review payment history – through the online Resident Portal or mobile app during the system upgrade?
These services won’t be available through the Resident Portal or the mobile app while the system is being upgraded, from 7 p.m. ET on Thursday, Jan. 7, through Thursday, Jan. 14. We plan for these functions to be available again beginning Friday, Jan. 15.
My account is set up for autopay. Do I need to do anything?
No, there’s no action required of you. Autopay will continue as normal, even in January and February.
Will utility bills be affected?
We will be billing for utilities earlier in January than in regular months; some residents may not receive utility bills in January, but those charges will be included with the February bill. (So you may receive no utility bills in January but two in February.) For utility payments made in January, charges will post to your account on Jan. 20. The normal monthly billing process will resume in March.
Making a Payment
How do I make a payment while the Resident Portal and mobile app are temporarily unavailable?
You can make a payment by phone through our automated pay-by-phone system by calling 844.785.4078 anytime, 24/7. (A small processing fee applies for credit/debit card payments by phone; this is the same standard fee that applies for credit/debit card payments via the portal and app. Please note, this is a third-party fee, and no part of these fees go to FirstKey Homes.)
If I make a payment during this time, will I receive a confirmation that my payment has been received?
Yes. If you make a payment by phone, you’ll receive an automatic confirmation by email. Please be aware that there may be a delay in phone payments showing up on your account. We appreciate your patience as we work through any backlog.
What can I expect when the Resident Portal and mobile app are working again?
When our system is back up, you’ll be able to access your account, make payments, and submit maintenance requests through the Resident Portal and mobile app, just like in the past. Please allow several days after Jan. 14 for payments and other account adjustments to be reflected on your account. If you use the FirstKey Homes mobile app, please be sure to update it on Jan. 15 or later so that it will work with the new system going forward; if your mobile device isn’t set to auto-update apps, please visit your app store on or after Jan. 15 to update the app.
How can I submit a maintenance request while the online Resident Portal and the mobile app are unavailable?
Please call 844.395.3959. We’ll get all the details and begin scheduling any necessary maintenance/service appointments to get the issue fixed for you.
Will maintenance still be performed during the time that the online Resident Portal and mobile app are temporarily unavailable?
Yes, we will continue to perform service and maintenance throughout the system upgrade. As a reminder, please call 844.395.3959 to submit a service request from 7 p.m. ET on Jan. 7 through Jan. 14, and we’ll begin scheduling the necessary appointments to get the issue fixed for you. As always, if you have an Emergency or Urgent issue*, call 844.395.3959 right away.
* Emergency: fire; active flood; home not secure (external doors, locks, windows not functioning or broken); other life or safety events. Urgent: heating/cooling system not functioning during extreme temperatures; no hot water or power; toilet not functioning (if only one toilet in home); refrigerator not functioning.
Will I still be notified about the status of maintenance work orders during this time?
We won’t be sending maintenance notifications during our system upgrade. Notifications will resume after our system upgrade, and you’ll also be able to check the status of work orders via our online Resident Portal and mobile app, as in the past; please allow several days after Jan. 14 for maintenance records to be updated online as we work through any backlogs.
How can I renew my lease while the online Resident Portal is unavailable?
Please contact your local FirstKey Homes office or our Renewals Team at 770.726.2076. They will be able to answer any questions and get the information they need from you, then process and confirm your renewal once our system is back up.
I am renewing my lease and currently use autopay. What do I need to do?
As always, if your account is currently set up for automatic payments (ACH), please call the Payment & Collections Team at 844.785.4078 at least 15 days before the start of your new lease term to ensure that your payment amount is set up correctly. Failure to do so may result in improper deduction of funds from your account, which may lead to a balance on your ledger.
I have a move-out date of Jan. 8 through Jan. 14 scheduled. What can I expect?
If you’re scheduled to move out during this time, your local FirstKey Homes office will contact you to handle the details and make arrangements regarding a move-out inspection. Security deposits will be repaid to you as applicable within the required timeframe. Payments such as prorated rent and applicable fees will be charged according to the terms of your lease; payments can be made online by Jan. 7 or after Jan. 14 and will be due according to the terms of your lease.
Whom do I contact with questions?
Please be sure to check back often, as we will continue to update these FAQs as more information becomes available. If you still have a question, please call us at 844.395.3959.