Ask support a question
Open a ticket in the trust & safety centre. Your message stays attached to your account and you get a notification when support replies.
Open the trust & safety centreContact Rentza
Talk to a human about your rental
Rentza support runs inside the app, so every message is attached to the rental, report or payment it is about — no lost email threads, no repeating yourself.
Where to go for what
Report a problem with a rental
Disputes, non-returns, damage or misleading listings — file a report and a person reviews the evidence before anything is decided.
Go to my booking historyIdentity verification stuck
See exactly where your submission is, why a document was rejected, and resubmit the photos that did not pass.
Check verification statusCommission and wallet questions
Every commission charge, reversal, EFT top-up and adjustment is on your wallet ledger. Any owner or renter can look at their own record.
Open my walletWhat to include in a message
- • The rental it is about — the listing name and the dates.
- • What happened, in the order it happened.
- • Any evidence you already have: handover or return photos, condition notes, a bank reference.
- • What outcome you are hoping for, so the reviewer knows what to decide.
Condition checklists and photos captured at collection and return are the strongest evidence in any dispute — they are shared by both sides and cannot be edited afterwards.
About payments
Rentza does not hold rental payments and does not operate escrow. The renter pays the owner directly, so a payment disagreement is between the two of you — support will mediate it using the agreed rental record, but Rentza cannot release or refund money it never received.
- • Rental payment, deposit and late-return charges: settled directly with the owner.
- • Rentza commission: recorded on the owner’s commission wallet ledger.
- • Renter commission, booking fees and reservation fees: none.