Padsplit Training

Stay updated on the status of all your company's support tickets.

Customer portal

Everyone needs a hand every once in a while and we’ve found that a little help can go a long way towards preventing a costly eviction and increasing Member tenure.

Hosts can now help prevent a Member’s termination due to collections.

How do I know which Members are at risk of termination?

Hosts will receive an email 24 hours before a Member’s termination. Hosts can find the financial status of a Member in the Member’s profile - Finances tab at any time.

Members with a balance at $300 or greater on their dues day are placed in financial probation. They then have 48 hours to bring their balance under $300 or their Membership with PadSplit will be terminated (see “

What happens if I have an outstanding balance?

Hosts will be able to prevent a Member’s termination during these 48 hours. Once the 48 hour period has ended, the feature will no longer be available and Hosts must contact PadSplit Support for any intervention.

Hosts can take the following actions to help prevent a Member’s termination: 

Issue a concession that helps reduce their balance and/or get them under the $300 cutoff

Give the Member more time to pay by extending their termination date

We’ve provided lots of information to help you make an informed decision. The following insights can be found in the Member Profile - Finance Tab: Member’s tenure, percentage of Member’s payments on time, the amount paid in late fees, and more.

If you need more information, feel free to contact the Member via their listed phone number or email.

 and the steps below for detailed instructions.

Select the property where the Member is living

Select the Member that you want to assist

Check the Member’s ‘Finance tab’ to get more information about the Member

Choose between two options: issuing a concession to the Member or pushing the Member’s termination date

Members will receive a notification about your decision, both via SMS, push notifications and in their dashboards. Communication outside of these automated comms are also encouraged.

How can I prevent a Member from being terminated for collections?

Select Hosts will now have the ability to self manage Member behavior in their homes using PadSplit’s 

, hosts have the option to remove a Key from that Member. When the final Key is removed, the violator’s PadSplit 

Hosts can remove a Key directly from a Member’s profile (see gif below). You’ll see the Member’s remaining Keys on the right side of the profile and a button to remove Keys. When removing a Key, you will need to choose which rule the Member violated. You can also add optional comments and attachments. After the Key is removed, you’ll see the violation in the Member notes and in the Key Changes History.

Hosts also have the option to replace a Member’s Key, which can be done from the same place.

Before removing a Key, you may choose to contact the Member (via phone, email or in person) to issue a warning. This is up to Host discretion.

How should I decide if a Key removal is warranted?

This feature is a tool to allow hosts to manage their Members and homes more effectively. The decision to remove a Key is completely up to the Host. PadSplit has supplied you with a number of resources to help you make this decision: 

The number of times a Member has previously been reported and the number of individual Members who have reported the Member

Photos or videos uploaded by the reporting Member to support the claim

The reporting and reported Members’ phone number and email address

The contact information for other Members of the home (to reach out if you need to corroborate the report or need additional information) 

The ability to visit the house to investigate current conditions

At the end of the day, you know what’s best for your house and the Members living there. Removing a Key and terminating a Member is at your discretion.

As a Host, it is important to remember the following: 

 may be subject to immediate termination outside of the Three Keys Policy.

PadSplit is committed to offering a fair environment for our Members. Members may always dispute a Key removal or Membership termination through our 

Termination is not the same as eviction. While the majority of terminated individuals leave their properties promptly and peacefully, a terminated Member may refuse to leave the premises. In these instances, Hosts are responsible for complying with all applicable laws to either 

 terminated Members. When PadSplit terminates a Membership, we are ending the contractual relationship between PadSplit and the Member. This is separate and apart from a Host evicting a Member from the Host’s property.  Regardless of PadSplit Membership status, Hosts retain the right and duty, should the need arise, to evict residents in their property. In most states, Landlord-Tenant law is very clear on what constitutes a lawful and unlawful eviction. It is the Host's responsibility to inform themselves of applicable Landlord-Tenant law and comply with relevant law.  Should a Host decide to evict a PadSplit Member regardless of Membership status, the Host assumes all liability for doing so.

How to Utilize the 3 Keys Feature (for Pilot Program Hosts)

It is important for the happiness and safety of the entire PadSplit community that all Members adhere to the 

 Rules. A violation of these rules is subject to our Three Keys Policy.

 The Three Keys Policy is our Membership rule violation policy. When Members join PadSplit, they have “three Keys” by default. Each time a Member violates a rule, a Key is removed. If a Member loses all three Keys, their Membership is terminated, and they will be asked to leave their PadSplit within 48 hours and will be unable to book a new PadSplit.  Members are able to view the number of Keys they have remaining as well as the reason for any Key removals on their Dashboard.

There are two distinct ways that Key removals are made today.

Currently, in most homes, PadSplit receives and actions on the rule violations reported by 

. If a rule violation can be verified through either documentation or statements, a Key is removed from the Member. Please note that in the case of PadSplit actioned Key removals, PadSplit will not consult with Hosts on Member reported violations. However, Hosts will be notified via email each time a Member has a Key removed.

In other homes, Hosts are the party to receive and action on rule violations reported by Members or witnessed by themselves or their staff. This process is currently a pilot program. Hosts in this program may exercise their own discretion when removing Keys from Members. Please see 

 for instructions on viewing Rules Violations Reports and removing Keys from Members.

Here are the consequences each time a Member loses a Key*: 

 At the first Key removal, Members will be reminded to review Membership Rules. Members will also receive an SMS and email message informing them of the Key removal and corresponding rule violation. They can also view their Keys on the Membership Dashboard.

If PadSplit processes a Member’s second Key removal, the Member will receive a fine for the rule violation. See 

Fines for violations to the Membership Rules

 for specific dollar amounts. Hosts that are managing Keys may 

 if they wish to levy a fine. In addition to being able to view Keys on their Dashboard, Members will receive an SMS and email message informing them of the Key removal and corresponding rule violation.

 At the third Key removal, the Member will be terminated and the Member must vacate the PadSplit room within 48 hours. The Member will be notified via SMS, email and phone call. The Member will be banned and is unable to return to PadSplit.

*At each Key removal made by PadSplit, Hosts will be notified via email about the Key removal and corresponding rule violations. Hosts that are managing Keys will be able to track this through their Dashboard.

 In some instances, PadSplit or a Host may choose to re-issue a removed Key pursuant to our 

. Hosts that are managing Keys will be able to return a Key through their Dashboard.

 It is important to note that any rule violation involving criminal activity may be subject to immediate termination outside of the Three Keys Policy. Members who have a 

 issued against them by another Member of the household will be terminated immediately. In addition, PadSplit will enforce a separate policy for rule violations involving violence. Please refer to 

What is PadSplit’s policy on violence occurring inside of the home?

Three Keys Policy

 can compromise Member safety, the integrity of the property and/or profitability. Some violations, such as smoking, compromise all three. While most violations are 

, we encourage Hosts to report violations as well. Verified violations are subject to PadSplit's 

When witnessing a rule violation, it is best to take these three steps:

Assess: Take pictures of any evidence of rule violations (ex. Use of a space heater).

Mitigate Risk: If a safety issue, attempt to eliminate the source of the problem (ex. Unplug and confiscate the space heater).

What should I do if I see a rule violation?

A Member’s contract with PadSplit may be immediately terminated if any of the following conditions are met:

A Member fails to pay their dues and/or fines and 

A Member is terminated according to our 

If a Membership is terminated due to the 

, the Member will be unable to return to PadSplit. Members who are terminated for collections may return to PadSplit upon paying their back balance. 

As a Host, it is important to remember the following:

When PadSplit terminates a Membership, we are ending the contractual relationship between PadSplit and the Member. This is separate and apart from a Host evicting a Member from the Host’s property. Regardless of PadSplit Membership status, Hosts retain the right and duty, should the need arise, to evict residents in their property. In most states, Landlord-Tenant law is very clear on what constitutes a lawful and unlawful eviction. It is the Host's responsibility to inform themselves of applicable Landlord-Tenant law and comply with relevant law. Should a Host decide to evict a PadSplit Member regardless of Membership status, the Host assumes all liability for doing so.

When can a Member be terminated?

When a Member stays past their termination date, Platform Hosts are responsible for peacefully removing or legally evicting terminated Members. We know this can be challenging, especially during the ongoing pandemic. Here are some resources and reminders to help you navigate this process. 

At the point of termination, a Member has received a series of notices and resources that make it clear that their residency has ended. Still, it is helpful to speak to the terminated Member in person. Our internal property management group has found success using versions of the 

Here are some links to help you navigate the evictions process, should you need to file. 

 (outsourced evictions company used by our internal property management group). For more information on working with Evict Them For Me, see 

Working with PadSplit's recommended evictions vendor

Lock codes should not be deactivated and maintenance tickets should continue to be addressed for any occupied room. It is considered an illegal eviction to deny access to the room without an eviction.

What if a terminated Member won’t leave?

Platform Hosts are responsible for peacefully removing or legally evicting terminated Members.

We know evictions can be challenging, especially during the ongoing pandemic. If you are having trouble navigating the evictions process, a trusted vendor can help. PadSplit's internal property management group has found much success working with

The following steps should be taken if you have chosen to proceed with an eviction, whether or not you are using our referred vendor Evict Them For Me.

There are three steps to take via your Host Dashboard. You can find detailed instructions by watching this 

In order to obtain a ledger with the necessary information to file, please email 

 with the Member’s full name, property address and room number. Our team will then provide you with a spreadsheet containing the following information for you to use in your filing: 

If using Evict Them For Me: To create an account and register your eviction with Evict Them For Me, please follow 

. Evict Them for Me will ask for the information that was provided by Support. 

If you have any additional questions please feel free to reach out to support@padsplit.com.

Preparing for an eviction

Everything a Host needs to know -- from listing to operating a home -- to succeed with PadSplit.

Member Management