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Tenant Portal

Vivin provides tenants with a web-based Tenant Portal — separate from the management platform used by your team. It gives tenants full visibility into their contract, payments, and property information while enabling self-service features that reduce the workload on your operations team.

How Tenants Access the Portal​

The Tenant Portal supports two complementary entry paths:

  1. Email access-link request (default screen)
    On first load, tenants enter their email address and click Send access link.
    If a matching booking is found for that email, Vivin sends a secure portal link.

  2. Direct portal link with booking credentials
    Onboarding/check-in emails can include a direct portal URL that already contains:

    • Booking ID (id) — the reservation identifier
    • Access Code (code, when configured) — the booking-specific portal credential

Both paths resolve to the same booking-scoped authentication model.

These access links are typically included in onboarding/check-in emails configured in Settings > Emails.

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The Tenant Portal does not use email/password accounts. Access is booking-based: secure links carry booking credentials, and sessions can be restored for returning users.

What Tenants Can See​

Once logged in, tenants have access to:

Payment Schedule​

The tenant can view their complete payment schedule — all scheduled charges with amounts, due dates, and payment status. This mirrors the Payment Plan tab in the management platform.

Payment History​

When the payment module is active for the booking, tenants can review scheduled charges and payment-related activity in the portal (including transaction history on the Payments area). There is no separate “show payment history” preference in Settings > Preferences; visibility follows payment-module and portal configuration.

Contract Details​

Full contract information including unit details, rental period, pricing, and terms.

Property Information​

The portal displays the property name, address, and any relevant details about the unit the tenant is renting.

Access Codes​

Access codes configured in the property's Access Lockers tab are visible in the portal, so tenants can reference them at any time.

Key Features​

  • White-labelled — the portal carries your brand colours, logo, and identity, presenting a professional experience under your company name.
  • Automated tenant support (external channels) — AI-assisted responses are available through channels such as WhatsApp and email where configured (see Automation & AI). The Tenant Portal web UI does not include an in-portal chat screen today.
  • Secure access — tenants use booking-specific secure links/credentials, with no password management needed.

Online Payments​

Tenants can make payments directly through the portal. Multiple payment methods are supported:

  • Bank transfer — each tenant receives a unique virtual IBAN, enabling zero-commission bank transfers.
  • Credit card — optional credit card payments where the commission is charged to the tenant only, at no cost to the operator.

Online payments require two settings to be enabled:

  1. Settings > Preferences > Allow Online Payments — the master toggle for online payment functionality
  2. Property Payments Active — a per-property toggle in the Payments tab of each property

Both must be enabled for a tenant to make a payment.

Maintenance Requests​

Tenants can submit maintenance requests from the portal:

  • Describe the issue with text and attach photos for full context
  • Track the status of their request from submission through to resolution
  • Requests automatically create tickets in the Operations module for your team to manage

This self-service capability reduces phone calls and emails to your team while ensuring maintenance issues are documented with photographic evidence from the start.

Branding​

The portal is white-labelled with your company's identity:

This allows each property management company to present a professional, fully branded experience to their tenants.

Tenant Self-Service​

Depending on your configuration in Settings > Preferences, tenants may be able to:

SettingWhat the Tenant Can Do
Allow Tenants to Edit Fiscal IDUpdate their own tax identification number
Allow Online PaymentsMake payments directly through the portal
Submit Maintenance RequestsReport issues with photo attachments

Separately, when the payment module is enabled for the booking/account, tenants can use the portal’s payment views (schedule, timeline, and related history) as described in Online Payments.

Key Rules​

Summary

  1. Access is per-booking. Portal links include booking credentials (typically id + code). Email access-link requests deliver those credentials in a secure link. A tenant with multiple bookings needs separate links/credentials per booking.

  2. Self-service is scoped by settings and booking type. Tenants can view contract, property, and payment information. They cannot change booking dates or the core payment schedule from the portal. Depending on your Preferences, they may update specific profile/billing fields, sign the contract digitally, and pay online when the payment module and property toggles allow it.

  3. Online payments require both master and property-level toggles. Even if the master toggle is on, individual properties can disable payments.

  4. Branding is account-wide. All tenants see the same brand colour and logo, regardless of which property they are renting.

  5. The portal is white-labelled. It carries your brand identity, not Vivin's — tenants see your company name and colours.

  6. Maintenance requests create tickets automatically. When a tenant submits a request, it appears in the Operations module for your team to manage.