Tenant experience · Beginner-friendly
How Tenant Verification Works on WhatsApp
Before a tenant can report an issue, PropLog needs to know they're really the tenant on the lease. There's no app and no password — it all happens in a short WhatsApp conversation. Here's exactly what they'll see, so you can explain it if they get stuck.
Last updated 11 August 2026
Before your tenant tries this
PropLog matches the name, address and email your tenant enters against the tenant record on the property — so they need to already be added in PropLog first. If you haven't invited them yet, see How to Invite Tenants. The email they type in must match the one on file for the lease.
They message the PropLog number and give their name
A tenant starts by messaging +61 450 262 958 on WhatsApp — the same number they'd use to report an issue later. PropLog replies with a short safety notice, then asks for their full name.
⚠️ If anyone is in danger or there is a life-threatening situation, call 000 immediately. PropLog is for property maintenance reporting only. This channel is monitored during business hours. Welcome to PropLog Maintenance Reporting. To get started, please enter your full name as it appears on your lease:
Alex Sample
They give their property address
Next, PropLog asks for the full property address, including suburb. It matches this against the properties you manage — it doesn't need to be typed perfectly, just close enough to recognise.
Thank you. Now please enter the full address of your property, including suburb. Example: 12 Harbour View Drive, Manly, NSW 2095
5 Example Street, Sydney NSW 2000
If the address is a close but not exact match, PropLog will show a masked version of the address it found and ask the tenant to reply YES or NO to confirm it's theirs, rather than guessing.
They confirm their email with a one-time code
Once the name and address match, PropLog asks for the email address on the lease. If it matches, a 6-digit code is emailed to them — they read it from their inbox and type it back into the WhatsApp chat.
Almost done. Please enter the email address on your lease account to verify your identity:
alex.sample@example.com
A verification code has been sent to al***@example.com. Please enter the 6-digit code:
482913
Verified — straight into the issue menu
As soon as the code checks out, PropLog confirms the tenant's name and property, then shows the list of issue types. From here they're one reply away from reporting a problem — see How Tenants Submit a Maintenance Issue for what happens next.
Verified. Welcome, Alex Sample. Property: 5 Example Street, Sydney NSW 2000 What type of issue would you like to report? 1. Water Leak / Flooding 2. Electrical / No Power 3. Gas Smell 4. Lock / Access Problem 5. Damage / Maintenance 6. Mould / Ventilation 7. Pest Issue 8. Appliance / Hot Water 9. Other Reply with a number (1–9), reply STATUS to check an issue you already reported, or reply TRADE if you are a tradesperson.
A few things worth knowing:
- They only verify once. After that, PropLog recognises their phone number and takes them straight to the issue menu every time they message.
- The code expires after 10 minutes. If it does, PropLog automatically sends a fresh one — no need to start over.
- A wrong code or email just prompts a retry — after a few failed attempts, PropLog stops and lets you know so you can help them directly.
- No match, no access. If the name and address can't be matched to a lease on file, PropLog won't guess — it lets the tenant know their property manager has been notified to help.