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Requesting deposits Changing deposit amounts Canceling deposit requests Moving deposits to Whale Verifiying deposit are secured

Move-in Questions

How does the move-in process work?

Whale automatically requests the deposit based on the property's configured trigger. Learn more
Renter opens and funds their Whale account. The credit screening result determines the deposit amount.
Whale confirms receipt. You can confirm the deposit has been secured directly in Yardi before handing over the keys. See how

How do I request a deposit?

Deposit requests are sent automatically—no need for you to do anything.

Based on your property’s configuration, Whale will send the invite when a) the application is submitted, (b) the application is approved, or (c) the lease is signed. If a renter hasn’t received their deposit request, they can visit gowhale.com/signup and enter the email associated with their lease to get started.

If that doesn’t work, contact support@gowhale.com so we can investigate.

When does Whale request the deposit?

Based on your property’s configuration, Whale will send the invite when (a) the application is submitted, (b) the application is approved, or (c) the lease is signed.

For pet deposits, Whale sends the deposit request as soon as we see a new pet has been added to the lease.

If a renter hasn’t received their deposit request, they can visit gowhale.com/signup and enter the email associated with their lease to get started. If that doesn’t work, contact support@gowhale.com so we can investigate.

What if the renter hasn’t received their deposit request?

If a renter hasn’t received their deposit request, they can visit gowhale.com/signup and enter the email associated with their lease to get started. If that doesn’t work, contact support@gowhale.com so we can investigate.

What if the renter is having trouble completing their Whale Deposit?

If a renter is having trouble completing their Whale Deposit, please let support@gowhale.com know so we can assist.

How do I change the deposit amount?

If the deposit has not yet been paid, log in to Whale Admin and navigate to “Security Deposits” to find the specific deposit. Click the “···” menu, select “Edit Deposit Amount” and enter the new amount. Once submitted, Whale will send an updated request to the renter.

If the deposit has already been paid, please contact support@gowhale.com to change the deposit amount.

How do I cancel a deposit request?

Log in to Whale Admin and navigate to “Security Deposits” to find the specific deposit. Click the “···” menu, select “Cancel Deposit”, enter the Cancellation Reason and click “Cancel Deposit”.

Alternatively, you can send the lease information (Name, Email, Unit Address, and Cancelation Reason) to support@gowhale.com and we’ll cancel it for you.

How do I move a deposit to Whale?

If you have already accepted the deposit from the renter, we can help transfer those funds into the renter’s Whale account. Please contact support@gowhale.com with the lease information (Name, Email, Unit Address, and Deposit Amount) and we’ll take it from there.

How do I check if a deposit has been secured?

In Yardi, navigate to Resident >> Other Info >> Custom Data Information and check the “Whale Deposit” field to see the deposit amount currently secured by Whale for the lease.

You may also check in Whale Admin by navigating to the “Security Deposits” page to find the renter’s lease and check the current status. “Locked” means the deposit has been secured.

Move-Out Questions

How does the move-out process work?

Property submits deposit accounting. Inspect the unit and complete deposit accounting to determine what the renter still owes.
Whale sends amount owed to your bank, up to the total deposit amount held, and applies it as a payment on the renter’s ledger.
Whale unlocks remaining deposit. Renter immediately gets their deposit back—no more waiting for a check in the mail.

How do I return the deposit to the renter?

Inspect the unit as you normally would and submit deposit accounting in Yardi to finalize the amount owed. Whale then...
‍
1. Deducts the amount owed from the renter’s Whale account, up to the total amount held.
2. Sends the money to your bank account and posts it as a payment to the renter’s ledger in Yardi.
3. Unlocks the remaining amount in their Whale account so they get their money back instantly.

What happens if the amount owed exceeds the deposit held?

Whale will send move-out charges up to the full deposit amount held. If the renter still owes damages, you would work to collect these funds via your normal collections process.Please note that we’re launching a new product soon called
‍Whale Collect that will help properties recover damages owed beyond what the deposit covers. Contact launch@gowhale.com to learn more.

What happens if there’s a dispute over damages owed?

Disputes over move-out charges are handled directly between the property and renter, just as they would be with a traditional security deposit.

However, Whale Deposit proactively helps to reduce the frequency and intensity of these disputes by…
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1. Acting as the first line of defense: We act as the initial point of contact for renters inquiring about their deposit return, helping them understand the charges to reduce the likelihood they escalate to you.
‍
2. Encouraging care: Our monthly interest payments serve as a consistent reminder to renters about the value of their deposit and the importance of maintaining their unit, naturally reducing the likelihood of significant damage.

Requesting deposits Changing deposit amounts Canceling deposit requests Moving deposits to Whale Verifiying deposit are secured

Move-in Questions

How does the move-in process work?

Whale automatically requests the deposit based on the property's configured trigger. Learn more
Renter opens and funds their Whale account. The credit screening result determines the deposit amount.
Whale confirms receipt. You can confirm the deposit has been secured directly in Yardi before handing over the keys. See how

How do I request a deposit?

When does Whale request the deposit?

What if the renter hasn’t received their deposit request?

What if the renter is having trouble completing their Whale Deposit?

If a renter is having trouble completing their Whale Deposit, please let support@gowhale.com know so we can assist.

How do I change the deposit amount?

How do I cancel a deposit request?

How do I move a deposit to Whale?

How do I check if a deposit has been secured?

In Entrata, navigate to resident and select the “Financial” tab and check the 3rd Party Deposit Status. If it is “Active”, Whale has secured their deposit.

If the renter claims the deposit has been paid, but the status is not showing as Active, there are three other ways to check if the deposit has been secured.
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1. Navigate to the Documents tab to see if there’s a receipt for Whale called “Whale Deposit Receipt_YYYY-MM-DD”. If so, open the document to check to see if the full deposit amount has been paid.
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2. Navigate to the Activity Log tab to see if the most recent event from Whale shows the full deposit has been received.
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3. Log in to Whale Admin and navigate to the “Security Deposits” page to find the renter’s lease and check the current status. “Locked” means the deposit has been secured.

Why does the 3rd party deposit status still show as Pending?

If the 3rd party deposit status still shows as Pending and you see the deposit has been completed (either in Whale Admin or the document receipt in Entrata), then the 3rd party deposit option was not selected before Whale confirmed the deposit.

To fix the issue, update the deposit selection:
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- If Status = Applicant, click "View Application" on the Lead Summary tab and navigate to the Financial tab. Update their deposit selection at the bottom of the page and click "Save & Close".
- If Status = Future, click "Deposits Held" on the Financial tab. Then, click the "Deposit Options" dropdown and select "Switch to 3rd Party Deposit".

Once updated, Whale will update the status to Active during its next sync.

Move-Out Questions

How does the move-out process work?

Property submits deposit accounting. Inspect the unit and complete deposit accounting to determine what the renter still owes.
Whale sends amount owed to your bank, up to the total deposit amount held, and applies it as a payment on the renter’s ledger.
Whale unlocks remaining deposit. Renter immediately gets their deposit back—no more waiting for a check in the mail.

How do I return the deposit to the renter?

Inspect the unit as you normally would and complete the Financial Move Out (FMO) in Entrata to finalize the amount owed. Whale then...
‍
1. Deducts the amount owed from the renter’s Whale account, up to the total amount held.
2. Sends the money to your bank account.
3. Unlocks the remaining amount in their Whale account so they get their money back instantly.
Notifies you when your funds arrive so you can apply the payment to the renter’s ledger.

What happens if the amount owed exceeds the deposit held?

What happens if there’s a dispute over damages owed?

Requesting deposits Changing deposit amounts Canceling deposit requests Moving deposits to Whale Verifiying deposit are secured

Move-in Questions

How does the move-in process work?

Whale automatically requests the deposit based on the property's configured trigger. Learn more
Renter opens and funds their Whale account. The credit screening result determines the deposit amount.
Whale confirms receipt. You can confirm the deposit has been secured directly in Yardi before handing over the keys. See how

How do I request a deposit?

When does Whale request the deposit?

What if the renter hasn’t received their deposit request?

What if the renter is having trouble completing their Whale Deposit?

If a renter is having trouble completing their Whale Deposit, please let support@gowhale.com know so we can assist.

How do I change the deposit amount?

How do I cancel a deposit request?

How do I move a deposit to Whale?

How do I check if a deposit has been secured?

As soon as the deposit is secured, you will receive an email notification.

You may also log in to Whale Admin by navigating to the “Security Deposits” page to find the renter’s lease and check the current status. “Locked” means the deposit has been secured.

Move-Out Questions

How does the move-out process work?

Property submits deposit accounting. Inspect the unit and complete deposit accounting to determine what the renter still owes.
Whale sends amount owed to your bank, up to the total deposit amount held, and applies it as a payment on the renter’s ledger.
Whale unlocks remaining deposit. Renter immediately gets their deposit back—no more waiting for a check in the mail.

How do I return the deposit to the renter?

Inspect the unit as you normally would and complete the move-out process. to finalize the amount owed. Whale then...
‍
1. Deducts the amount owed from the renter’s Whale account, up to the total amount held.
2. Sends the money to your bank account.
3. Unlocks the remaining amount in their Whale account so they get their money back instantly.
4. Notifies you when your funds arrive so you can apply the payment to the renter’s ledger.

What happens if the amount owed exceeds the deposit held?

What happens if there’s a dispute over damages owed?

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