Resident guide
How renting with us works
Your portal is with Innago: one place for rent, repairs, messages, your lease and everything we share with you. Ten minutes with this page and you will know where everything is — and who Innago is.
What it is for
Three things, big enough to hit with a thumb
Innago's home screen puts these three first. Everything you visit once a year is a tap further in.
Pay rent
See what is due and what you have paid, and pay securely by bank or card. Innago, our trusted payments partner, takes the payment; any fee is shown before you confirm. Turn on autopay once and rent goes on the day, every month, with a receipt to your email.
Report a repair
Tell us what is wrong, with a photo. It reaches our maintenance team the moment you send it and gets its own record that you can watch until the work is done.
Read your lease
Dates, rent, deposit and every document we have shared with you, under Documents — without asking anyone for a copy.
Getting started
Your first ten minutes
In this order. Each one is a single page, and each takes about a minute.
Accept your Innago invitation
Innago emails you an invitation the day your lease is set up. Open it and choose a password. Nothing arrives? Check spam for mail from Innago, then call the office and we will send it again.
Sign in
Go to tenant.innago.com and sign in with the email address your invitation came to. Add the page to your phone's home screen, or install the Innago app, and it is one tap from then on.
Turn on autopay
Under Payments, link a bank account and switch on autopay with the amount of your rent. It goes on the due date; you still get a reminder and a receipt. Paying by bank is the cheapest way.
Put the utilities in your name
Power, water, gas and internet, from your move-in date. Your welcome email names the provider for each; if you are not sure, message us in the portal and we will tell you.
Upload your renters insurance
The building is insured; your belongings are not. Most leases require a policy — add yours under Insurance in the portal, and we will remind you before it runs out.
Save two numbers
(336) 943-8287 for a property emergency, any hour — property emergencies only. (336) 645-3282 for everything else; it is an automated line that takes a message 24/7. And Jonathan directly on (336) 701-7242.
Paying rent
Who Innago is, and why your portal is there
- Sign in at
tenant.innago.comwith the email address your invitation came to. Your balance, every invoice and every payment are on the first screen. - Bank or card — your choice, and any fee is shown before you confirm. Paying from your bank is the cheapest way. We never see your card or bank details.
- Autopay — link a bank account once, set it to your rent, and it goes on the due date every month. You still get the reminder and a receipt by email.
- Paying on time — by the due date or within a couple of days of it — is what the on-time reward counts. When you have earned one, we email you.
- Can't pay this month? Tell us before the date, not after. Call (336) 701-7242 and we will arrange something.
Direct link, if you ever need it: https://tenant.innago.com/
Repairs
Something broken? Tell us with a photo
A repair reported in your portal reaches our maintenance team the moment you send it. It gets its own record, whoever comes out sees the same details and photos you gave us, and it stays open until the work is finished.
- Open Maintenance, say what is wrong, pick a category and add a photo. One picture saves a visit that was only ever to look.
- Tell us about getting in — whether we may enter if you are out, the times that suit you, and any animals. The commonest reason a repair takes two visits is that somebody turned up and could not get in.
- Watch it move. Every status change and every note from the office lands on the same request, and you get an email each time. You can add an update or a photo to an open request at any time.
- Mark it urgent if it is water, heat, or anything unsafe — and if it cannot wait, call rather than typing.
Your lease and documents
Everything you signed, and everything we share
- The lease — term, rent, deposit and signing date — is under Documents in your portal.
- Signing happens inside Innago. The signing link comes by email from Innago; if it has not reached you, check spam and then call the office.
- The condition report from move-in is yours to read, room by room, photos included. It is what your deposit is measured against — if anything looks wrong, say so now rather than at move-out.
- Moving on? Give notice in writing, with a date, by message in the portal or by email to help@augustineportal.com. We would rather you stayed, and we will say so — and the steps are below.
When the time comes
Moving out, step by step
- 1Give notice in writing
Message us in the portal or email help@augustineportal.com with the date you will be gone and the address for your deposit. A person at the office reads it and confirms it back to you. Your lease is ended on the day you gave, so rent stops when you do.
- 2The move-out walk
In your last week we go through the home room by room with photos, the same way as at move-in, and you are welcome to be there. The move-in condition report under Documents is what it is measured against, so read it now if you have not.
- 3Keys, utilities, mail
Every key back to the office on the day. Leave the utilities on until you are out — a dark house cannot be inspected. Forward your mail; we cannot.
- 4Your deposit
Within thirty days of the tenancy ending — North Carolina law, § 42-52 — your deposit goes to the forwarding address you gave, with a written itemised account of anything kept.
Also in your portal
Messages, insurance and the on-time reward
- Messages — write to the office from the portal; a text to the office number reaches the same people.
- Renters insurance — upload your policy under Insurance and we will remind you before it runs out.
- Rewards — pay on time a stated number of months in a row and we offer a reward of a stated amount. We email you when you have earned one.
Staying safe
What we will never ask you for
An email asking you to set a password looks like every phishing email ever sent. So here is what to check, in plain words.
- We never ask for your card or bank details by email or text. Payment happens on Innago's own secure page, and only after you sign in there yourself.
- A lease to sign arrives by email from Innago, not from us, and it is signed inside your Innago portal.
- Every link we send leads to augustinerealty.net, augustineportal.com or innago.com. Anything else is not from us — call the office and check before you click.
- Nobody from Augustine Realty or Innago will ever ask for your password. If you forget it, the Innago sign-in page resets it.
Who to call
Three numbers, and what each one is for
The office
Automated, 24/7. Leave your name, your address and what you need. help@augustineportal.com