Frequently Asked Questions

Browse some of our most frequently asked questions for residents

ONBOARDING QUESTIONS

I’m new to Mynd, what should I expect in the first month under Mynd’s management?

To get started, you’ll need to set up your resident account. Please have the lease signers email us at residents@mynd.co, along with a copy of a valid photo identification, so we can send invitations. The invitation will come from no-reply@mynd.co – check your SPAM filter if you haven’t received it with a business day. After you have set up your account, you can download the iPhone or Android app, which will allow you to pay your rent, create and monitor service requests, and ask question

How will I know if my lease changes?

You will be notified from 30-60 days of the effective date of the change in lease terms or monthly rent.

How do I sign up for an account so I can use the Resident App?

If you are a lease signer for your property, please email us at residents@mynd.co along with a copy of a valid photo identification, so we can verify it is you. We will email an invitation to you as soon as we verify you are a lease signer.

What if I already paid rent to the owner this month?

Please send us proof of payment via the app or to residents@mynd.co so it can be reconciled.

How do I contact my property manager?

To contact us, please submit a service request or support message via the app or email to residents@mynd.co

I do not have a smartphone or a computer so how do I communicate with Mynd?

If you do not have a smart phone or a computer, you can call us at (510) 306-4440 to speak to Mynd.

How do I add or remove a roommate?

To add or remove a roommate, a lease signer will need to submit a support message under the category Lease Questions and describe your desired change. A Mynd associate will guide you through the required steps.

How do I let you know I will be moving out?

To let us know you will be moving out, submit a support message under the category Notice to Vacate or email residents@mynd.co and tell us your desired move out date. A Mynd associate will guide you through the required steps.

Can I rent a parking space?

Some apartments have parking spaces available to rent, but we will need to check for you. Please message support or email residents@mynd.co to inquire.

Can I switch parking spaces?

In most cases, parking assignments are not flexible. Mynd is happy to assess each request. Please message support or email residents@mynd.co to inquire.

How do I submit a service request?

You can submit a service request by using the app or going to the portal.

Can I change apartments within the building?

This is on a case by case basis. We would first need to review your current lease agreement. Additionally, you would need to meet the rental criteria and qualify for the new unit.

My neighbor is too loud, how do I report this issue?

If your neighbor is too loud, you can submit a support message and describe the issue and where the noise is coming from. For best results, please submit audio or video recording(s) documenting the date(s) and time(s) of the issue. You can also use your local police non-emergency line to report the issue.

How do I report pest issues in my apartment?

To report pest issues in your apartment, submit a service request with details of the issue. Please attach any relevant pictures or videos that you think will assist us to better solve your issue.

How do I get a copy of my current lease?

To get a copy of your current lease, please submit a support message through the app or portal or email residents@mynd.co.

GENERAL QUESTIONS

What is the difference between service and support?

Service requests should be used if there is a physical issue with or around your home that needs to be attended to by a repair technician. Support should be used when you need assistance with paying rent, have questions about your lease, are looking to renew your lease, vacate the home, have technical issues with the site, or other issues that need an ongoing correspondence.

What information do I need to provide for a service request?

For a service request to be completed, Mynd will need you to provide details on the location of the issue, they type of issue (plumbing, appliance, pest control, etc) and a description of the issue is needed. In addition, more detailed descriptions, images, and videos lead to faster and more accurate service.

What information do I need to provide when going to support?

Sending a support message is a lot like sending an email. You write a subject, description, and attach relevant files. You also need to choose a category to help us better quickly assist you. Once you have submitted your support message, you can continue to send update messages in the same thread and continue to upload relevant files.

How many service requests and support messages can I have open at once?

You can have as many service requests or support messages as you have issues or questions. Please do not submit duplicate requests and support messages for the same issue as this will slow down our efforts to solve your issue.

What is a NSF fee?

NSF stands for non-sufficient funds. An NSF fee is a fee for a failed payment attempt due to not enough funds being available in a bank account.

Why are there different fees for different types of payment methods?

For ease of rent payment collections, Mynd absorbs the fee for e-check or ACH (Automated Clearing House) transactions. Our processor, PayLease, charges the resident 3.5% for Debit/Credit Card charges as a convenience fee.

What kinds of credit cards do Mynd accept?

We accept Visa, Mastercard, American Express, and Discover cards.

What should I do if I want to end my lease early?

This would be considered a lease break. Please check the details of your lease for a lease break or lease buyout agreement. If your lease does not specify a mandatory fee or process, local or state laws will determine the financial responsibilities. In California, you would be responsible for the remainder of the rent amount until the lease expires or until the unit is re-occupied.

I was given a 3 day notice to vacate, what do I do now?

Upon service of the notice, you will have 3 days to submit payment specified on the notice or vacate the premises. If you believe your were given a 3 day notice in error, please contact us immediately.

I want to move out of my apartment, what should I do?

If you are at the end of your lease agreement or are month to month, you must give Mynd notice, in writing, signed by all lease signers. Typically, a minimum of 30 days notice is required, but if your rental agreement specifies a different amount of notice (for example 60 days), you must give Mynd written notice as required by the agreement. You can give Mynd notice any time during the rental period, but you must pay full rent during the period covered by the notice. For example, say you have a month-to-month rental agreement, and pay rent on the first day of each month. You could give notice any time during the month (for example, on the tenth). Then, you could leave 30 days later (on the tenth of the following month, or earlier if you chose to). But you would have to pay rent for the first 10 days of the next month whether you stay for those 10 days or move earlier.

I want to sublet my apartment, what steps do I need to take?

Unless your Lease says otherwise, we do not authorize subleasing. If you need to add a person to your lease, please contact support for directions on the application and qualification process.

How many days notice do I need to give in advance to vacate my apartment?

Please refer to your lease agreement to determine the length of notice required prior to vacating.

Is my issue an emergency?

An emergency constitutes the following:

  • No electricity
  • No water
  • Broken or non-working exterior doors, locks, or windows
  • No heat (when outside temperature is below 50)
  • No air conditioning (when outside temperature is above 90)
  • Toilet not working (one bath homes only)
  • Flooding
  • Broken pipes
  • Fire (call 911 immediately)

If you have an emergency, please phone (510) 306-4440 24 hours/ 7days a week to receive support

PROPERTY MANAGEMENT

Can I pay my rent online?

Yes. Simply have the lease signer email us, along with a copy of their photo identification, at residents@mynd.co. We will need their full name, email address and mailing address. After we verify the lease signer, we will send an invitation to access the resident account at http://resident.mynd.co

What if I want to mail my rental payment to Mynd?

We accept payment via mail, although, the most efficient way is online.

If you would like to pay via check, cashier’s check or money order, please send you payment to:
Mynd Property Management
PO BOX 71006
Oakland, CA 94612

Be sure to include the property address and unit that you are sending payment for.

Can I pay rent with cash?

Unfortunately, we cannot accept cash payments directly. We do partner with Paylease Cash Pay where you can take cash to a participating local retail store and the payment will be sent to us. There is a transaction fee of $4 for this method of payment.

https://www.paylease.com/cashpay/search_locations

How do I submit a service request for my unit?

Once logged into your resident account at resident.mynd.co or via the app, you can submit a service request along with photos or a video of the issue. You can then track the status of the issue through completion.

What is the best way to contact Mynd?

The best way to contact us is via the app, online portal, or by sending a message to residents@mynd.co.

When is rent due?

Rent is due on the 1st day of the month or as stated in your rental agreement.

What is the late fee?

Please refer to your rental agreement for information on late fee amount and the last day to pay your rent to avoid a late fee.

How often are property inspections done?

In California, interior inspections will be conducted annually per CA civil code to inspect the smoke detectors and carbon monoxide alarms. State regulations may vary. Additional inspections may be required by local ordinances, as permitted by state law or as arranged with Residents.

LEASING QUESTIONS

How much is the security deposit for new tenants?

Typically the minimum security deposit is equal to 1 month’s rent for qualified applicants. Security deposits may increase for conditionally approved applicants, approval with a guarantor and pet friendly apartments.

How many people can occupy a unit?

Mynd determines occupancy recommendations based on the size of the unit. Please contact leasing support at leads@mynd.co for occupancy recommendations for a specific unit.

How do I handle the key exchange on move in or move out?

A smart lockbox will be placed at the unit. A code will be generated and sent to you, allowing you to access the keys on the day of move in. On the day of move out, you should simply place your keys in the designated smart lock box or as specified by your communication with Mynd.

What is the fee for someone to apply?

The fee to apply is $36 per applicant. All persons 18 years or older are required to complete an application.

What kind of background check do you do on applicants?

Mynd completes a credit check, reviews criminal background and past eviction records on all persons 18 years or older. Additionally, verification of income is required.

Do you allow pets?

Pets are allowed or disallowed at the property owner’s discretion.  If you have a service or emotional support animal, we must receive proper documentation prior to the animal occupying the unit.

Can I apply with 1 application for multiple buildings?

Possibly, properties you are interested in may have different qualifying criteria. If the qualifying criteria is identical, 1 application and associated fee is sufficient.  If qualifying criteria is different between the properties, please consult with our leasing support team for direction.

TECHNICAL SUPPORT

How do I register for the resident app or portal?

If you are a lease signer for your property, please fill out the online resident questionnaire and upload a copy of your valid photo identification. We will email and invitation to you as soon as we verify your tenancy.

How do I sign into the resident app?

You will first need to download the app on the Apple App Store or the Google Play Store. Then you can sign in using your email address and password that you created after you were invited.

If you have not received your invitation to the portal yet, you will need the lease signer to email us at residents@mynd.co and attach a copy of their valid photo identification. We will email an invitation as soon as we verify the lease signer’s identity.

What’s my username and password for the resident app?

Please have the lease signers email us at residents@mynd.co, along with a copy of a valid photo identification, so we can send an invitation to the resident portal. The invitation will come from no-reply@mynd.co – check your SPAM filter if you haven’t received it with a business day. This process will allow you to set up your username and password.

I’m unable to pay my rent via the online portal.

If you are unable to pay your rent online, please try enabling cookies on your browser. If this does not solve your problem, please send a message to residents@mynd.co or via the messages feature on the resident portal or app.