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FAQ

Updated
  1. Unable to submit application 
    • Sometimes the issue isn't your data, but the connection.
    • Browser Choice: Snug works best on Google Chrome or Safari. If you are using a mobile browser, try switching to a desktop/laptop.
    • Hard Refresh: Press Ctrl + F5 (Windows) or Cmd + Shift + R (Mac) to clear the cache and reload the page.
    • Autofill Errors: Occasionally, the browser's "Autofill" puts text in the wrong fields, causing a validation error you can't see. Try clearing the field and typing the info manually.
  2. I am not able to save and continue my application
    • Sometimes the issue isn't your data, but the connection.
    • Browser Choice: Snug works best on Google Chrome or Safari. If you are using a mobile browser, try switching to a desktop/laptop.
    • Hard Refresh: Press Ctrl + F5 (Windows) or Cmd + Shift + R (Mac) to clear the cache and reload the page.
    • Autofill Errors: Occasionally, the browser's "Autofill" puts text in the wrong fields, causing a validation error you can't see. Try clearing the field and typing the info manually.
  3. I can't continue with my application even when I hit save & continue
    • Sometimes the issue isn't your data, but the connection.
    • Browser Choice: Snug works best on Google Chrome or Safari. If you are using a mobile browser, try switching to a desktop/laptop.
    • Hard Refresh: Press Ctrl + F5 (Windows) or Cmd + Shift + R (Mac) to clear the cache and reload the page.
    • Autofill Errors: Occasionally, the browser's "Autofill" puts text in the wrong fields, causing a validation error you can't see. Try clearing the field and typing the info manually.
  4. I can't apply
    • Sometimes the issue isn't your data, but the connection.
    • Browser Choice: Snug works best on Google Chrome or Safari. If you are using a mobile browser, try switching to a desktop/laptop.
    • Hard Refresh: Press Ctrl + F5 (Windows) or Cmd + Shift + R (Mac) to clear the cache and reload the page.
    • Autofill Errors: Occasionally, the browser's "Autofill" puts text in the wrong fields, causing a validation error you can't see. Try clearing the field and typing the info manually.
  5. Having trouble continuing with an application
    • Check for Missing "Required" Fields
      Snug's "Submit" button often remains greyed out if a mandatory section is incomplete. Look for sections marked with a red exclamation mark or triangle.
    • Identity Documents: Snug strictly requires specific IDs (like a Driver’s License or Passport). If you uploaded a different type of ID, the system might not recognise it as "complete."
    • Income Proof: Ensure you have uploaded the required number of payslips or bank statements as specified.
    • Rental History: If there is a gap in your timeline (e.g., a period where you weren't renting), you may need to add an entry for "Living with family" or "Owner-occupier" to bridge the gap.
    • 2. The "Joint Applicant" Trap
      If you are applying with others, the application often cannot be submitted until every person over 18 has:
    • Accepted their email invitation to join the application.
    • Completed their own profile sections.
    • Verified their identity.
    • If one person is lagging, the "Submit" button may stay locked for the whole group.
    • 3. Technical & Browser Glitches
      Sometimes the issue isn't your data, but the connection.
    • Browser Choice: Snug works best on Google Chrome or Safari. If you are using a mobile browser, try switching to a desktop/laptop.
    • Hard Refresh: Press Ctrl + F5 (Windows) or Cmd + Shift + R (Mac) to clear the cache and reload the page.
    • Autofill Errors: Occasionally, the browser's "Autofill" puts text in the wrong fields, causing a validation error you can't see. Try clearing the field and typing the info manually.
    • 4. Inspection Requirement
      Some property managers set a requirement that you must register for or attend an inspection before the "Apply" button becomes active. If you haven't checked into an inspection via the Snug QR code or registered online, the system might block your submission.
  6. 2 years of rental history is required
    • 1. Update the "Date Joined" Field
      Go to your Rental History and click Edit on your current 8-year address.
    • Ensure the "Move-in Date" is set correctly to 2017 or 2018 (or whenever you started).
    • Check the "To" date. It should be set to "Present" or "Current." * If the system still flags it, try manually setting the "Move-in Date" to exactly 2 years ago today, then saving it, and then changing it back to the actual 8-year date. This sometimes "forces" the validator to recognise the timeline.
    • 2. Add a "Secondary" Entry for the Same Property
      If the system refuses to accept a single 8-year entry as sufficient, you can "stack" your history to satisfy the 2-year logic without lying:
    • Entry 1 (Most Recent): Set from [2 years ago] to Present.
    • Entry 2 (Previous): Set from [8 years ago] to [2 years ago].
    • Use the same address and landlord for both. In the "Notes" or "Reason for leaving" section of the older entry, simply write: "Continuous residency; split entry to meet system 2-year history requirement."
    • 3. Verify the "Arrangement" Type
      Ensure you have selected "I rented the property" from the dropdown.
    • If you select "I lived with family/friends" or "I owned the property," Snug often requires additional personal references to compensate for the lack of a professional rental reference, which might be why it's blocking you.
    • 4. Provide a Rental Ledger
      Since you have been there for 8 years, you are a "gold star" tenant, but the system doesn't know that yet.
    • Upload a Rental Ledger (you can get this from your current Property Manager).
    • This acts as the ultimate proof of your 8-year history and usually overrides any automated "red flags" about your history length once a human property manager looks at it.
  7. How to cancel an Inspection or viewing?
    • Via Confirmation Email (Easiest Method)
      When you first booked the inspection, Snug sent you a confirmation email.
      • Open that email and look for a button or link labelled "Cancel" or "Reschedule."
      • Clicking this will update your status in the property manager's system immediately.
    • Via the Snug Renter Dashboard
      If you can't find the email, you can do it through the portal:
      • Log in to your Snug Renter Portal.
      • Navigate to your "Viewings" or "Inspections" tab (this might also be under "Activity").
      • Find the property you were scheduled to view.
      • Click the "Options" (three dots ...) or "Cancel" button next to the time slot.
    • Via SMS (If Applicable)
      If you received a reminder via SMS, check the text. Sometimes Snug includes a link in the reminder message that allows you to "Opt-out" or "Cancel" the viewing directly from your phone.
  8. Delete my account
    • To delete your Snug.com account (the rental application platform), you generally need to navigate through your Renter Profile settings. Snug often keeps accounts active so you can reuse your profile for future applications, but you can request a full deletion.
    • Step 1: Manual Deletion via the Portal
      • Log in to your Snug Renter Portal.
      • Click on your Profile Icon or Name in the top right/left corner to open the menu.
      • Go to Settings or Edit Profile.
      • Remove all the documents and information stored in your Snug profile.
    • Step 2: Request Deletion via Email (Recommended for Data Privacy)
      If you cannot find a "Delete" button or want to ensure your sensitive documents (ID, bank statements, etc.) are fully purged from their servers, you should contact their support team directly.
      • Submit a request
      • Subject: Account Deletion Request - [Your Full Name]
      • What to include: State clearly that you wish to close your account and have all personal data, including uploaded identity documents and rental history, permanently deleted from their system.
  9. Can the link be resent to co-applicants?
    • How to Resend by Re-adding
      Log in to your Snug account and open your Draft Application.
    • Scroll to the Household / Co-applicants section.
    • Click the "X" or "Remove" button next to the co-applicant who isn't receiving the link.
    • Save/Update the page (this is a crucial step to "clear" them from the current session).
    • Enter their name and email carefully and hit Send/Save.
    • Make sure the primary applicant applied to share the invite to your co-applicants. If the Primary Applicant has already submitted, the co-applicants should check their Snug Dashboard directly. Even if the email gets lost in a spam filter, the invitation should appear as a "Pending Task" or "Action Required" the moment they log in with the email address you used to invite them.
  10. Reset my password
    • How to Reset Your Password
      Go to the Snug Forgot Password page.
    • Enter the email address associated with your account.
    • Click Continue.
    • Snug will send a "Magic Link" to your inbox.
    • Open the email and click the link to log in. Once you are in, you can go to your Profile Settings to set a new permanent password.
    • If You Don’t Receive the Email
      Check "Promotions" and "Spam": Snug emails are often flagged by Gmail and Outlook as promotional content.
    • Wait 5 Minutes: Sometimes the "Magic Link" takes a few moments to generate and pass through mail servers.
    • Avoid Multiple Requests: If you click "Resend" too many times, the older links will expire. Only the most recent link sent to your inbox will work.
    • Check the Email Spelling: Double-check that there isn't a typo in the email address you entered.
    • Logged in via Socials?
      If you originally signed up using Google or Facebook, you won't have a separate Snug password. In that case, simply go to the Login Page and click the social icon you used to sign up.
    •  
  11. What currency should I enter income details in
    • 1. Currency
      Since Snug is an Australian-based platform, you should enter your income in Australian Dollars (AUD).
    • 2. Income Type (Net vs. Gross)
      Snug calculates your rental affordability based on your Total Household After-Tax Weekly Income (Net Income).
    • Net Income: This is the "take-home" amount that actually lands in your bank account after tax has been deducted.
    • Frequency: Most entries require you to specify the amount and whether it is paid weekly, fortnightly, or monthly. The system then normalises this into a weekly figure to calculate your "Rent to Income" ratio.
    • 3. Income Sources
      You should include all forms of income to ensure your application is accurate:
    • Employment Salary: Including full-time, part-time, or casual work.
    • Government Benefits: Such as Centrelink payments (you should include your payment summary as proof).
    • Other Income: This can include dividends, investment interest, or rental income from properties you own.
  12. I inspected a house today and asked for the application form, but I haven’t received anything yet
    • According to the Snug Renter Help Center (https://help.renter.snug.com/hc/en-au), Snug does not use traditional "paper" application forms. Instead, the process is digital and tied directly to your inspection registration.
    • If you have inspected the property but haven't received an "Invite to Apply," it is usually due to one of the following scenarios:
    • 1. The "Check-In" Requirement
      Many property managers enable a setting that prevents applications from being submitted until you have been officially "checked in" at the viewing.
    • The Trigger: The application link or the ability to "Submit" is often triggered once the agent marks you as "Attended" in their Snug dashboard.
    • The Delay: If the agent hasn't updated the attendance list yet (e.g., they are still at the viewing or driving back to the office), the link may not have fired off.
    • 2. How to Find the Application Manually
      You don’t actually have to wait for an email to start. You can "Apply Anywhere" using your existing profile:
    • Step 1: Log in to your Snug Renter Dashboard.
    • Step 2: Search for the property address in the Snug search bar.
    • Step 3: Click the "Start Application" or "Apply" button on that specific property listing.
    • Note: If the property manager requires an inspection first, you may be able to start the draft, but you won't be able to submit it until your check-in is confirmed.
    • 3. Verification of Contact Details
      The Help Center notes that the email or phone number you used to register for the inspection must match your Snug profile exactly.
    • If you registered with email_a@gmail.com but your Snug account is email_b@gmail.com, the system won't "talk" to each other, and you won't receive the invite.
    • What to do if it’s still missing:
      Contact the Agent: If it has been more than a few hours, call or email the property manager. Ask them to "confirm your attendance" in the Snug system so the application link unlocks.
  13. What is a rental ledger?
    • A rental ledger is a detailed financial record that documents every rent payment made during a tenancy.
  14. I can’t recover my password from the expired email
    • If you are unable to recover your password because your email has expired, we can help. Please submit a request, and our support team will assist you in updating or deleting your account.
  15. Can't edit "About us"
    • Only the person listed as the Primary Applicant can update the 'About Us' details. If you need to make changes, please ask the main applicant to edit them from their profile.
  16. Mobile number is already registered
    • Please Submit a request, and our team will manually verify your identity to help you update your login details or close the account.
  17. Withdraw an application
    • Log in to your Snug account.
    • Go to your My Applications (this is where all your active applications are listed).
    • Click on the specific application you want to cancel/withdraw.
    • Look for the "Withdraw" button.
       

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