Tenant FAQs

General

Who and what is Kolmeo?

Kolmeo is an Australian owned and Melbourne based software company specialising in property management technology.

After 15 years of experience in establishing a property management software called Agentplus, which was trusted by agencies Australia-wide, Kolmeo was launched in 2020 to leverage new advancements in technology and realise a vision of reimagining renting for everyone. Tenants, owners and property managers.

Since the launch of Kolmeo in 2020, we have (via our payments partner Zai) safely and securely processed $3 billion of rental payments.

We strongly believe that all tenants have the right to convenient cost-free methods to pay their rent. Over our entire history, no tenant has ever been charged by us or their agency to pay their rent.

Why is my real estate agency using Kolmeo?

All real estate agencies across Australia require software to manage rent payments, maintenance requests and other property management tasks digitally. Kolmeo simplifies these tasks for the property managers and enables secure and efficient management of them.

All property management software used by agencies in Australia store information regarding you and your tenancy.

You are hearing about us because we value transparency, and we want to ensure you know who has access to information relating to you as a tenant and your tenancy.

Who can use Kolmeo?

Whilst Kolmeo is the software that has been selected by your real estate agency to support their property management business, we also have tools for tenants to support you for your everyday tenant needs, and tools for property owners to access useful information about their investment property.

What does access to Kolmeo give me as a tenant?

As a tenant, Kolmeo provides you with access to manage rent payments, submit and track maintenance requests, and view important information regarding your tenancy. It increases transparency and makes it easier to get things done.

Kolmeo is designed to keep property managers focused on what matters most which helps them be more responsive to you. We’re passionate about improving the tenant experience so your feedback via your property manager is welcome.

Is Kolmeo a ‘payments app’?

No. Kolmeo is the primary system of record that an agency uses to manage rental properties. While it does enable renters to pay rent, this is a small part of the work the platform does. Kolmeo does not charge renters to pay rent and Kolmeo does not sell payments technology as a stand-alone product. Payments are facilitated by our payments partner Zai Australia.

Does Kolmeo make money off tenants paying rent?

No. Kolmeo offers numerous convenient options to agencies for their tenants to pay rent, all of which are free for you as a tenant. Through our entire history, no tenant has ever been charged by us to pay their rent. Kolmeo does not make any money from tenants paying rent and we insist our agency customers also do not pass any charges onto tenants to pay their rent.

Why have do I need to agree to Kolmeo’s terms and conditions?

Kolmeo’s digital payment tools make paying rent more secure for tenants, owners and agencies.

While there are no costs to you to use these tools, for privacy and security reasons we do need your consent. Importantly, Kolmeo does not share any of your data without your consent and we don’t and never will sell your data.

Will I be forced to download an app to use Kolmeo?

No. Your property manager will give you options on how to contact them, raise issues and pay rent. Our web-based tenant tools are available for paying rent, lodging a maintenance request or getting information related to your lease and they don’t require an app download.

Access

How do I access Kolmeo’s web-based tenant tools?

Your real estate agency will need to invite you to sign up. Once invited, you’ll receive instructions on how to register for an account and start using Kolmeo.

What are the system requirements for using Kolmeo?
Kolmeo can be accessed on most web browsers and is compatible with various operating systems. For the best experience, use the latest versions of browsers like Chrome, Firefox, Safari or Edge.
Can I access Kolmeo on my mobile device?
Yes, Kolmeo is accessible on mobile devices through web browsers. Your tenant tools are mobile-friendly, so you can manage your tenancy on the go.
How do I log into my Kolmeo account?
Once invited by your agency you can log into your Kolmeo account by visiting my.kolmeo.com and entering your email address and password. If you have trouble logging in, you can reset your password or contact your property manager for assistance.
Can multiple tenants access the same Kolmeo account?
Each tenant has their own Kolmeo account. This ensures personal information and payment details are always kept secure.
Is there a demo or trial version of Kolmeo available?
Kolmeo does not offer a public demo or trial version.
What support options are available for tenants using Kolmeo?
Kolmeo offers support for tenants through the Kolmeo Help Centre. You can also reach out to your property manager at your real estate agency as they have information specific to your property and tenancy. They have the access and authority to update anything in relation to payments and your lease agreement.
How can I get training on using Kolmeo?
The Kolmeo Help Centre has training resources for tenants using Kolmeo including articles and user guides. Your real estate agency will also guide you when they set up your access.
How do I reset my Kolmeo account password?
To reset your password, visit the Kolmeo login page and click on the 'forgot password' link. Follow the instructions to reset your password via the email associated with your account. If you’re unsure of the email address associated with your account, reach out to your property manager at your real estate agency to confirm this.
Can I access my tenant agreement on Kolmeo?
Not yet, you can see your lease term and your rental amount, but you’ll need to ask your property manager for a copy of your tenant agreement.

Account management

Do I need a Kolmeo account to pay my rent through Kolmeo?

It depends. If you’ve chosen to pay your rent via our debit now method, you’ll need to use your Kolmeo account each time you want to make a payment. This is a non-scheduled payment that you can trigger at the time you prefer.

If you’ve chosen to pay via a direct debit schedule, BPAY or paycode, you don’t need to use your Kolmeo account to pay your rent. If you’d like to change how you pay your rent, please contact your property manager.

What personal information is stored on Kolmeo?

Kolmeo stores information necessary for managing your tenancy and payments related to your tenancy, including your contact details, payment information and tenancy agreements. All personal data is handled in accordance with our privacy policy.

Importantly, Kolmeo does not share your personal data without consent. Data may be shared at the request of you or your agency to other third parties relating to your property such as smoke alarm compliance and maintenance. We never have and never will sell your data.

How do I update my personal information on Kolmeo?
Please contact your property manager to assist you with updating your information.
How do I add or remove a bank account on Kolmeo?
You can nominate the bank account used to pay your rent with debit now via the payment settings in your Kolmeo account. You can add a new bank account or remove an existing one as needed for payments with debit now. Ensure you save the changes before exiting. For changes to your bank account for a scheduled direct debit, please contact your property manager.
Can I add my rental property on Kolmeo if my agency doesn’t use Kolmeo?
No, you can only use Kolmeo if your real estate agency subscribes to the platform. If you want to use Kolmeo, you can suggest it to your agency.
Can I see previous rental properties on my Kolmeo account?
Yes, you can view information about previous rental properties that were managed through Kolmeo. This includes past tenancy agreements and payment histories.

Payment methods and options

What are the accepted payment methods available on Kolmeo?

The payment methods available on Kolmeo are:

  • BPAY
  • Direct debit (recurring)
  • Debit now - Debit now is a way to pay your rent using a preferred bank account, set up in your Kolmeo account. You simply log in when you want to pay your rent and click the pay button on your payments screen to trigger the payment. Debit now is not a scheduled payment, so you are in control every time you want to pay.
  • Paycode - Paycode is a specific reference number you can use in your normal banking app to pay your rent.


The payment methods available to you are determined by your agency but could include any of the above. Speak to your property manager at your real estate agency to confirm what is available for your tenancy.

Can I pay rent using a credit card?
Credit card payments are not currently supported on Kolmeo. We’re always collaborating with our agency customers to develop new features.
How do I change payment methods during my tenancy?
Please speak to your property manager and they can update this for you.
Can I add multiple bank accounts to my Kolmeo account?
Yes, you can add multiple bank accounts to your Kolmeo account for debit now and select the preferred account for each rent payment.
How do I handle rent payments during holidays?
You are still able to pay your rent payments as normal on public holidays, however processing times may be delayed depending on financial institutions. Any delays in processing times should not impact you and your rent will still show as paid in our system, however there may be processing delays in the funds reaching their end destination due to bank closures.
Can I change my payment method after setting it up?
Yes, you can change your payment method after setting it up. You can do this by contacting your property manager.

Payment scheduling and recurring payments

Is it possible to set up recurring rent payments on Kolmeo?

Yes, you can use direct debit to schedule a recurring payment of a set amount at a set frequency. Please contact your property manager if you’d like to set this up.

Can I change the frequency of my rent payments?
The frequency of your rent payments is set in your lease agreement. If you want to modify this agreement, reach out to your property manager. Depending on your payment method, you can then update this frequency in your direct debit schedule with your property manager or you can see this frequency in your Kolmeo account when paying your rent via debit now.
Can I schedule multiple rent payments at once?

You can schedule multiple payments using internet banking for BPAY or paycode payments. For multiple payments through direct debit, contact your property manager.

For debit now you can’t schedule but you can make as many payments as you choose, you just need to go into you Kolmeo to process the payment

Can I automate my rent payments completely?
Yes, you can automate your rent payments. You can set up a direct debit schedule through your property manager. Alternatively, you can use the paycode method or BPAY in your normal banking app with a recurring frequency.
Can I split rent payments with other tenants through Kolmeo?
Yes, if you have started your tenancy with another tenant or are switching to multiple tenants in the one property, you can split your rent payments. Speak to your property manager to update your lease agreement and organise split payments.
Can tenants use different payment methods within the one tenancy?
Yes, each tenant can use their preferred payment method. It’s important to understand each payment method can have different clearance times. Reach out to your property manager to understand more about this.
Can I set reminders for upcoming rent payments?
We recommend handling this via your calendar app and setting a recurring calendar event as a reminder.

Payment security and verification

How secure is my payment information on Kolmeo?

Kolmeo takes the security of your payment information very seriously. Kolmeo uses advanced encryption and security measures to protect your data. You can read more about our security and protection practices here https://kolmeo.com/agencies/security/.

How do I verify my payment details on Kolmeo?
You can verify your payment details by logging into your Kolmeo account and checking the payment settings. Ensure that all information is correct and up to date. You can also contact your property manager at your real estate agency to work through this.

Payment tracking and history

Can I view my payment history on Kolmeo?

You can view and track your payment history in the payment section of your Kolmeo account. This includes details of all past payments

Can I get a receipt for my rent payments?

Your Kolmeo account includes a history of all rent payments made. For each payment, you can click through to see a receipt that you can screenshot. Rent payment receipts via email are not provided. Reach out to your property manager if you need something specific.

How do I know if my rent payment has been processed?
You can log into your Kolmeo account and check the payment history section to verify the status of your payment. If your payment has been successfully processed, it will be listed as completed in your payment history. Direct debit schedules appear immediately, as do rent payments via debit now and paycode. A BPAY payment will take longer to appear on this screen so if you are paying via this method give it a few days to appear on this system.

Shared tenancies

How can I share rent payments with another tenant?

Reach out to your property manager to work through rent payments that are shared across multiple tenants within a single tenancy. They can set up each tenant to pay via their preferred rent payment method and the agreed portion of rent.

Can I see whether another tenant from my tenancy has paid their portion of rent?
You cannot see if another tenant has paid their portion of rent. We are working to introduce this information. In the meantime, reach out to your property manager if you need to confirm.

Payment issues and support

What happens if I miss a rent payment?

If you miss a rent payment, your real estate agency will contact you to discuss payment options or to arrange an alternative payment.

How do I know if my rent payment has been processed?
You can log into your Kolmeo account and check the payment history section to verify the status of your payment. Direct debit, debit now and paycode payments appear immediately. A BPAY payment can take longer to appear on your payment history section.
Who do I contact if I have issues with rent payments?
Contact your property manager at your real estate agency for any issues with rent payments.
What should I do if my rent payment fails?
You should check your payment method and account balance, and try making the payment again. If the issue persists, contact your real estate agency for assistance.
How do I report an issue with my rent payment?
Contact your property manager for any payment issues. They have the access and authority to troubleshoot any payment issues for your tenancy.
How do I handle rent payments during holidays?
You are still able to pay your rent payments as normal on public holidays, however processing times may be delayed depending on financial institutions. Any delays in processing times should not impact you and your rent will still show as paid in our system, however there may be processing delays in the funds reaching their end destination due to bank closures.

Fees and refunds

Is there a fee for using Kolmeo to pay rent?

Kolmeo does not charge tenants to pay rent. We strongly believe that all tenants have the right to convenient cost-free methods to pay their rent, and over our entire history, no tenant has ever been charged by us or their agency to pay their rent.

Can I get a refund for a rent payment made through Kolmeo?
Refunds for rent payments made through Kolmeo need to be managed through your real estate agency. If you believe a refund is warranted due to an error or other issue, contact your real estate agency to discuss the situation.

Data security and privacy

How secure is my payment information on Kolmeo?

Your safety and security when using Kolmeo is a top priority. Money flows securely from you directly to your property owner and agency, protecting your transactions. We utilise rigorous third-party testing and our payment partner complies with Australia’s Payment Card Industry Data Security Standards (PCI DSS) to keep your data safe. You can read more here: https://kolmeo.com/agencies/security/.

How do you ensure the privacy of my personal and payment information?
Kolmeo ensures the privacy of your personal and payment information by using strong security features and safeguarding measures. All data is managed onshore in Australia, and our tech team is trained to identify and protect against internal and external threats. Additionally, our payments provider meets PCI DSS standards, and we use Microsoft Azure’s multi-factor authentication to enhance security. You can read more here: https://kolmeo.com/agencies/security/.
Does Kolmeo share data with third parties?
Kolmeo does not share your personal or payment data with third parties without you or your agent’s consent. We are committed to protecting your privacy and ensuring your information remains secure and confidential. Any data sharing is performed only when necessary to provide our services effectively. We don’t and never will sell your data.