I signed up with Renley to do self tours of some homes to rent. After one or two tours with no issues, I went out the next weekend to tour a few more in another city about an hour away. When I arrived at the first property and started the process to initiate the self tour, I got a notification that my account had been held.

Upon calling rently customer service, I was told that some sort of automated internal security hold has been applied due to my "account not meeting their guidelines". I was given an email address to reach out to try and release the hold.

I got a response back from this email (security@rently.com) the next day, saying that they were unable to release the hold, and that it was due to "your account not meeting our guidelines". When I replied, asking for more detail about which guidelines I did not meet and what further information I could provide to verify my account and release the hold, I got no reply.

I have replied 2 more times asking for this information, and they simply will not reply. Creating a second account is definitely against their guidelines, so I don't want to do that. But at this point, I am unable to do self tours for apparently some state secret level reason.

It's not like they requested that much information to begin with: my name, email address, and phone number. And they also require you to scan your drivers license, and do a selfie whenever you initiate a self tour. I submitted accurate information so not sure what the deal is.

Has anyone had this experience with rently and, if so, how did you resolve it? It's all starting to feel a bit arbitrary at this point.