Find answers about property records, verification and using Urbn.
Use the actions available on the relevant listing and follow the in-app steps for the rental or tenancy process. Confirm the property details, fees, and terms before making any payment or commitment.
Listing
What is the difference between a property and a listing?
A property is the underlying property record. A listing is an offer or advertisement associated with that property, such as a rental or sale opportunity. A property may need to be verified or approved before a listing can be published.
Why is my listing not visible to other users?
Your listing may be a draft, unpublished, pending review, missing required information, or restricted because the property or account has not met the applicable requirements. Open the listing and check its current status and any action required.
How do I update listing details?
Open the relevant listing and use the available edit action. Review the price, availability, description, location, and media before saving. Some changes may require review before they become visible.
Can I list a property if a sub-unit is already occupied?
A listing must accurately reflect the availability of the unit being offered. If the relevant sub-unit is occupied, do not advertise it as available; update the occupancy or availability information and follow the app's validation prompts.
How do I remove a listing that is no longer available?
Open the listing and use the available status or management action to mark it unavailable or otherwise stop offering it. Do not create duplicate listings to work around an existing listing's status. If you cannot update it, contact support.
Can I take my listing down without affecting my DPI?
Yes. Removing or deactivating a listing does not remove the property's DPI. The DPI remains associated with the property even when there is no active listing.
How do I report a listing I think is fake or misleading?
Open the listing and select the Report option. Choose the appropriate reason and submit your report for review.
Account
What is Urbn?
Urbn is a property and housing platform designed to help people discover properties, verify property information, arrange inspections, and manage relevant property transactions with greater confidence
How do I create an Urbn account?
Register in the Urbn app using the details requested during sign-up, then follow the prompts to verify your account and complete any additional information required for the features you want to use.
Why am I being asked to complete verification?
Some actions require additional identity checks to help protect users and reduce misuse. For example, wallet setup and withdrawals require KYC Level 3, and some property or agent actions may also require the relevant verification or approval.
What should I do if I cannot access my account?
Check that you are using the correct sign-in details and that your app is up to date. If you still cannot access your account, contact Urbn Support and include the account phone number or email associated with your profile. Never send your password or OTP to support.
How do I delete my account?
Go to Settings and select Delete Account. An OTP will be sent to confirm your request. After confirmation, your account remains active for 30 days before deletion is completed.
What happens if an inspection reveals a mismatch with my property documents?
Your DPI may not be issued until the discrepancy has been resolved. You'll be notified if additional information or corrections are required.
Inspection
How do I book a property inspection?
Open an available listing, review its inspection options and available slots, select a suitable time, and complete the booking flow. Any required payment or verification must be completed before the booking is confirmed.
Why can’t I book an inspection for a time I selected?
The slot may no longer be available, the listing may not be eligible, or the requested time may fall outside the booking window or minimum lead-time rules. Choose an available slot shown in the app.
How far in advance can I book an inspection?
Inspection bookings depend on the available dates and times shown in the app. Select an available slot to book your inspection.
What happens if I miss an inspection?
Attend on time and follow the check-in instructions in the app. Missed or improperly attended inspections may affect your inspection record and can lead to strikes or temporary booking restrictions under Urbn's rules. Review any notice shown in your account.
What happens if the agent doesn't show up for an inspection?
You can report the missed appointment through your inspection booking. Urbn tracks reported no-shows and may take appropriate action against the responsible agent or property manager.
Can I attend an inspection virtually?
Virtual inspections may be available when offered for the listing or booking. If a virtual option is provided, follow the booking details and the in-app instructions for joining the session.
Can I cancel or reschedule an inspection?
Open your inspection booking to check the available options for cancellation or rescheduling. If you cannot make changes through the app, contact customer support for assistance.
How do inspection payments and refunds work?
Inspection payments are handled through the payment options shown in the booking flow. Refund eligibility and processing depend on the booking outcome and applicable rules. If a refund requires manual review, contact support with your booking reference; do not assume a refund is instant.
U Beep
What is U-Beep?
U-Beep is an Urbn feature intended to support property-related doorbell or visitor-contact interactions. The exact options available depend on the version of the app and how the property has been configured.
How do I use U-Beep for a property?
Open the relevant U-Beep feature in the app and follow the instructions displayed for the property or account. Make sure the property and notification permissions are configured as requested.
Why am I not receiving U-Beep notifications?
Check that notifications are enabled for Urbn in your phone settings and that the app has the permissions it requests. Check your internet connection and make sure you are signed in to the correct account.
Can U-Beep notifications be delayed?
Yes. Notifications can be affected by network connectivity, device settings, battery restrictions, or operating-system delivery behavior. Keep the app updated and review notification and battery settings if alerts are consistently delayed.
What should I do if U-Beep is not working?
Confirm that you are using the latest app version, check permissions and connectivity, and retry the action. If it still fails, contact support with your device type, app version, approximate time of the issue, and any error message.
Kyc
What is KYC on Urbn?
KYC means Know Your Customer. Urbn uses identity verification to help establish that accounts belong to real people and to protect property-related and financial actions on the platform.
What are the KYC verification levels?
Urbn uses a tiered verification process. Level 1 collects basic personal information; Level 2 includes NIN verification and may require review; Level 3 collects additional identity and banking details for eligible features. The app will show the requirements that apply to your account.
Why do I need KYC Level 3?
KYC Level 3 is required to set up and use wallet withdrawal functionality. Some other restricted actions may also require a specified verification level before you can continue.
How long does KYC approval take?
Review the details you entered and make sure they match your official records. If the details are correct, try again only when the app allows it. Repeated unsuccessful attempts can trigger a temporary verification lockout; contact support if you believe your account is locked incorrectly.
What happens if my NIN or identity verification fails?
Review the details you entered and make sure they match your official records. If the details are correct, try again only when the app allows it. Repeated unsuccessful attempts can trigger a temporary verification lockout; contact support if you believe your account is locked incorrectly.
Do I need to complete KYC to browse properties on Urbn?
No. You can browse properties without completing KYC. However, verification is required for certain actions, such as wallet funding, withdrawals, and property submission.
Other
How do I contact Urbn Support?
Use the support or help option available in the app or on Urbn's official channels. Include a clear description of the issue and the relevant property, booking, or transaction reference where applicable.
How do I report suspicious activity?
Stop interacting with the suspicious account or listing, do not send money or verification codes, and report the issue through the available in-app reporting or support channel. Include relevant details or screenshots while protecting sensitive personal information.
How does Urbn handle my personal information?
Urbn uses information to provide its services, support identity checks, and manage property-related activity. Review the current Privacy Policy in the app or on Urbn's official channels for details about data use, retention, and your available rights.
Where can I find Urbn’s terms and policies?
Review the legal agreements and policies presented in the app. Some actions require acceptance of the applicable current agreement before you can proceed. If an agreement fails to load, retry when your connection is stable or contact support.
How do I send feedback or suggest a feature?
Contact Urbn Support through the available channel and describe the improvement you would like to see. Include the screen or workflow involved and explain what outcome would make the experience better.
Agent
How do I become an agent on Urbn?
Use the agent application or onboarding option in the app and provide the requested profile and verification information. Your application may need review before agent-specific features become available.
Why is my agent application pending?
Your application may be waiting for document checks or administrative review. Check for messages or missing requirements in the app and submit any requested information accurately.
What responsibilities do agents have on Urbn?
Agents should provide accurate property information, communicate honestly, respect user privacy, and follow Urbn's platform rules and any applicable legal requirements. Do not claim to own or control a property unless that is accurate and properly authorised.
Can an agent publish a listing immediately?
Publishing depends on the agent's account status and whether the property and listing meet the applicable requirements. Complete verification and follow the status or review prompts shown in the app.
What should I do if I suspect an agent or listing is fraudulent?
Stop the transaction and avoid sending money or sensitive information outside the official process. Use the in-app reporting option if available, or contact Urbn Support with the agent profile, listing, messages, and any relevant references.
Can an owner remove or reassign me as their agent?
Yes. Owners can reassign or remove a manager from their property at any time. If this happens, your access to that property's listings and dashboard will be updated accordingly.
Withdrawal
How do I withdraw money from my Urbn wallet?
Complete KYC Level 3, ensure the required bank details are saved, and open the withdrawal flow. Enter the amount and confirm the details shown before submitting. Follow any status updates in the app.
Why is the withdrawal option unavailable?
Withdrawals require KYC Level 3 and may also depend on account status, available balance, or other checks. Complete any outstanding requirements shown in the app before trying again.
Why is my withdrawal still pending?
A withdrawal may need processing or additional checks. Check the transaction status before submitting another request. If it remains pending beyond the timeframe shown in the app, contact support with the withdrawal reference.
What should I do if a withdrawal fails?
Review the failure message and confirm that your bank details are correct. Check whether the amount has returned to your available balance before retrying. If the balance or status is unclear, contact support with the transaction reference.
Can I cancel a withdrawal after submitting it?
Cancellation depends on the withdrawal's current processing status and the options shown in the app. If no cancellation option is available, contact support promptly. Do not assume a submitted withdrawal can be stopped.
What should I do if my withdrawal hasn't arrived?
Check the status of your withdrawal in the app. If the transaction appears successful but the funds have not arrived, contact customer support and provide your transaction reference.
Wallet
What is the Urbn wallet?
The Urbn wallet is an in-platform feature for supported property-related payments and balance activity. Urbn is a property platform, not a bank; wallet availability and supported actions are governed by the app's terms and verification requirements.
How do I fund my wallet?
Open the wallet and select the funding option available to your account. Follow the payment provider's instructions and wait for confirmation before retrying a payment that appears pending.
Why can’t I access my wallet?
Wallet access may require KYC Level 3 or another account requirement. Complete the verification steps shown in the app. If you have already completed them but access is still blocked, refresh your account session and contact support if the issue continues.
Why is my wallet balance different from what I expected?
Review your wallet transaction history, including successful payments, pending entries, fees, refunds, and reversals. If a transaction appears duplicated or missing, report it with the transaction reference so support can investigate.
Are wallet transactions and payments recorded?
The wallet provides transaction history for supported activity. Keep your receipts and transaction references. If a provider confirms a payment but the wallet has not updated, avoid repeatedly paying and contact support for reconciliation.
Technical
The app is not loading. What should I do?
Check your internet connection, close and reopen Urbn, and make sure you are using the latest version. If the issue continues, contact support with your device model, app version, and a description of what happened.
Why am I not receiving an OTP?
Confirm that the phone number and country code are correct, that your device can receive messages or calls, and that you have a reliable signal. Wait before requesting another code. Never share an OTP with anyone, including someone claiming to be support.
Why does the app show an error after I complete an action?
Check whether the action actually completed before repeating it. Review the relevant status or transaction history, then retry only if the app confirms it did not go through. Send support the error message and reference so the team can investigate.
How do I report a technical problem?
Contact Urbn Support and include the screen or feature affected, the steps that led to the problem, the time it occurred, your app version, and any visible error message. Avoid sending passwords, OTPs, or full banking credentials.
What should I do if the app shows outdated information?
Refresh the screen or reopen the app and check your connection. Some updates may take time to appear after a payment, verification, or property review. If the information remains incorrect, contact support with the relevant account or transaction reference.
The app keeps crashing or won't open. What should I do?
Check your internet connection and ensure you are using the latest version of the app. Try closing and reopening the app. If the problem continues, contact customer support and describe what happens when you try to open it.
Property
How do I add a property to Urbn?
Open the property onboarding flow and enter the requested property details, location, and supporting information. You can save a draft and complete it later where the app allows. Submit the property when the required information is ready for review.
Do I need to upload every document before saving a property draft?
No. Property drafts can be saved while some gallery images, documents, or media are still missing. However, submission or approval may require additional information, so follow the checklist shown in the onboarding flow.
What is a Digital Property Identity (DPI)?
A Digital Property Identity (DPI) is Urbn's digital identity concept for identifying and tracing a property record on the platform. It helps users reference property information consistently; it should not be treated as a substitute for official legal title documents.
Why is my property pending review?
A property may need review before it becomes available for relevant public or transactional actions. Check the status and any feedback shown in the app, then provide the missing or corrected information requested.
What if the property location or address details are incorrect?
Edit the property details if editing is available. Ensure the address, state, local government area, and map location are as accurate as possible. Location inconsistencies may be flagged for administrative review rather than automatically rejected.
My property has multiple units. How do I add them?
Add each unit under the main property record so that its details, occupancy status, and listings can be managed separately.
Your Property. Your Next Step.
Find a property, check its record or bring your own property onto Urbn. Start with what you need today.