Frequently Asked Questions

Currently, Zenbase is only available in Canada. If you live in the US and are interested in splitting your rent feel free to sign up and we’ll notify you once our service is available in your area.

CustomRent is only available to residents of landlords that are partnered with Zenbase.

CreditBuilder is available to anyone in Canada regardless of landlord as long as we can verify your lease and your payments.

With Zenbase you get to split your rent payments into two payments while Zenbase pays your rent in full. Your second split rent payment can be scheduled on any day until the 26th of the month and is automatically withdrawn from your connected bank account via EFT unless another payment method is selected.

You also have the option to make both split rent payments with debit card (Visa Debit or Debit Mastercard).

Credit card payments are not accepted for CustomRent.

Yes, when you use CustomRent a line of credit trade line is  automatically reported to Equifax.

This is unrelated to CreditBuilder which is a paid, opt-in service using any payment method that reports your rent payment to Equifax and TransUnion.

You can use CreditBuilder even if your are splitting your rent with Zenbase.

Please sign up by the 26th of the month if you would like to split your rent payments next month. This date may vary by landlord.

We have a flat monthly membership fee of $9.90 plus 0.75% based on your rent amount.

You also have the option to make both split rent payments with debit card (Visa Debit or Debit Mastercard) for a 0.6% fee based on your payment amount.

Credit card payments are not accepted for CustomRent.

The membership fee allows us to provide CustomRent payments to you and your community which can help avoid expensive overdraft and late fees that can add up to over $150 for a single late rent payment.

If you pay your rent in full through Zenbase only the $9.90 membership fee applies. You can cancel your membership at any time with no penalties or long-term commitment.

Our member team will be in touch with you to review your earnings and do our best to provide you with Zenbase services.

You don’t need to pay your landlord directly—Zenbase takes care of that for you. We send your full rent to your landlord on the first of the month.

You can reschedule your first payment date until the 5th business day of the month and your second split rent payment to any day until the 26th of the month.

You can do this directly through your Zenbase account on app.myzenbase.com. If you require assistance rescheduling your payment please make sure to reach out to us 1 business day before the scheduled payment date to ensure your request is fulfilled in time.

Please send an e-Transfer to payments@myzenbase.com by 12pm MT on the agreed upon repayment date. Once the payment is applied to your Zenbase account you’ll receive a confirmation message.

Please wait until your Zenbase account setup is confirmed before sending any e-Transfer. If a payment is sent beforehand, we won’t be able to apply it to your account and will need to issue a refund.

If you choose to pay both your split rent payments with debit card (Visa Debit or Debit Mastercard) for a fee of 0.6% based on your payment amount you’ll avoid any possible NSF fees your bank may charge you.

When using a Visa Debit or Debit Mastercard, please provide the 16-digit card number on the front of your card, the expiration date, and the 3-digit CVV code.

Please do not enter your Interac debit card or credit card details.

When paying with your Visa Debit or Debit Mastercard, the funds will be withdrawn directly from the chequing account linked to the card.

RBC customers: Please note that Visa Debit cards are issued in digital form and accessible  in your mobile banking app.

You can have Zenbase as your recurring payment method.

It can take up to two business days for funds to appear withdrawn from your bank account. Please do not send an Interac e-Transfer during this time.

No, we do not conduct a credit check. We review your income, your current standing with your landlord and look at other factors to see if you meet our eligibility criteria.

You can either connect your bank account instantly using Flinks, our bank connection partner, or manually by providing your bank account details and completing our verification process.

By connecting your bank account instantly using our bank connection partner Flinks we can verify your earnings and instantly create a CustomRent payment schedule. It’s fast and secure!

You’ll need to provide your transit number, institution number and account number. You can refer to a physical cheque or view a digital void cheque in your online banking to find this information.

You will receive two micro deposit amounts to verify the correct bank account is associated with your Zenbase account if you choose to manually connect your bank account.

It will take up to 1 business day to receive the two micro deposit amounts in your account.

We review your income and look at other factors to see if you meet our eligibility criteria which includes your balance(arrears) with your landlord. We don’t do credit checks.

Please go to Canada Post to search for it.

Just follow the on screen steps for manual address entry and our team will make sure you’re taken care of.

Please email support@myzenbase.com.

Please wait until your Zenbase account setup is confirmed before sending any e-Transfer.

Please send all Interac e-Transfers to payments@myzenbase.com. Once the payment is applied to your Zenbase account you’ll receive a confirmation message.

Yes, you can continue using CustomRent during your last month of occupancy if you haven’t had any returned payments in the last 3 months.

If your rent changes your Zenbase account will automatically be updated. If you think a change has happened in error just let us know and we’ll adjust your rent amount accordingly.

We do our best to confirm your rent amount however in the end you are accountable for paying the correct rent amount.

Yes, you can!

Yes, one time charges can be automatically added to your monthly rent total when setting up your account and you’ll be notified by text message. They will be split evenly among your two split rent payments.

If you want to pay one time charges directly to your landlord please contact us and we’ll adjust your account settings.

Payment Disputes, Reversals, and Refunds

Zenbase facilitates rent and debt repayment transactions on behalf of residents and property managers. Once a payment has been processed and delivered to the intended recipient, the transaction may become irreversible and Zenbase may be unable to recover or return the funds.

If you believe a payment was made in error, duplicated, unauthorized, or processed incorrectly, please contact Zenbase Support as soon as possible. Zenbase will review the transaction and, where applicable, work with the payment provider and/or property manager to investigate the issue.

Refund eligibility may depend on:

• whether the payment has already been processed or disbursed,
• the payment method used,
• applicable banking or card network rules,
• and the policies of the property manager or payee.

Zenbase does not determine or adjudicate disputes relating to rental obligations, lease terms, balances owed, or other disputes between residents and property managers. Residents should contact their property manager directly regarding disputes related to rent charges or account balances.

Unauthorized transactions may be subject to additional verification and investigation requirements.

With CreditBuilder, you can build your credit by automatically reporting up to 24 months of past rent payments, along with ongoing rent payments—regardless of how you pay—to both Equifax and TransUnion. You can easily improve your credit report to: 

• Reduce your interest payments 
• Access better financial products 
• Build a verified and official rent payment history you can share 

CreditBuilder cost as low as $25.20 per year or $3.00 per month and can only be paid by credit card or debit card (Visa Debit or Debit Mastercard). Pricing may vary by partner.

A Zenbase tradeline (credit account) will appear on your credit report and may take up to 2 months to be reflected. If you have any questions or concerns about what appears on your credit report, please contact us at support@myzenbase.com.

Yes, you can cancel CreditBuilder at any time by emailing support@myzenbase.com but no refund will be issued. The trade line on your credit report will be closed and you will not be able to report your rent payments again to Equifax or TransUnion during your current lease.

No, just keep paying your rent the way you currently do. There is absolutely nothing else for you to do each month to build credit!

Zenbase is proud to introduce Canada’s first-ever dual rent reporting service!

If you live in a Zenbase partner building with CustomRent (split rent payments), you can now grow your credit by having your rent reported to both Equifax and TransUnion.

Not in a partner building? You can still give your credit a lift by reporting your rent to Equifax.

When signing up for CreditBuilder you will have the option to activate RentHistory to report up to 24 months of previous rent payments for $19.90. It may take up to 2 months for it to appear on your credit report.

Zenbase CreditBuilder is designed to be simpler, more reliable, and more affordable than typical rent reporting services.

Fully automated — no manual work required

Unlike many solutions that rely on self-reporting and bank connections, Zenbase works directly with landlord systems to automatically track and report your payments.

Reports to both major Canadian credit bureaus

Most alternatives only report to one bureau. Zenbase ensures your payment history is reflected more broadly to maximize your credit impact.

Includes more than just rent

You can also build credit by reporting eligible utility payments — something many competitors don’t offer.

More trusted data by credit bureaus

Because Zenbase integrates directly with landlord systems, your payment data is considered more reliable than self-reported information.

Significantly more affordable

Zenbase is over 60% cheaper than many self-reported rent reporting services available online.