Tenant File Web Support

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The Tenant File is one of the very few software vendors that provide free support. Free phone support is available for two months from the date of purchase (1 month for updates) and email/fax/internet support has no time limit. All support is available for the 3 most recent versions of the Tenant File.

Hours are 10-2 CST Monday - Friday. For phone support, please have your Tenant File program open, your customer Customer Phone Support ID handy (found under Help > Authorization in your program), and your questions ready when you call. If we are going to need to connect to your computer remotely you MUST ALREADY HAVE THE 9 DIGIT CONNECTION CODE READY when you call. For instructions on how to get the 9 digit connection code, CLICK HERE. Calls are limited to 1 call per day, 10 minutes per call maximum.Training is not provided on the Technical Support line - it is available separately by appointment for a fee.

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Need phone support quickly? If your free phone support period has expired, and you need phone support, we can help. The cost is $30.00 for up to 15 minutes. Just click the link to order phone support, then give us a call at 512-288-1305. If all lines are busy AND you are calling during phone support hours (10:00am to 2:00pm CST Monday-Friday excluding holidays), please leave a message and we'll give you a call back just as soon as possible.

We can connect to your computer remotely if needed. BEFORE you call, please follow these instructions: How to connect remotely.

Click here for the Tenant File Training Videos

The most common questions...
What are the Basic Concepts of the Tenant File?
How do I obtain Technical Support?
Year End Closing Instructions
Installation messages on Windows 7
How do I transfer the Tenant File program to another computer?
Can I get training on the Tenant File?
How do I order checks to use with the Tenant File?
What do I do if I get an Error Message?
Can you use the Tenant File on a Network?
Can I enter Amenities like Bedrooms, Bathrooms and other Features?

Download the Tenant File User's Guide
(3.5 megabytes unzipped)

General Questions and How To ...

What is the Tenant Information Screen?
What is a Tenant Ledger?
What is the Unit Information Screen?
What is a Unit Ledger?
What is the Property Information Screen?
What is a Property Ledger?
What is the Owner Information Screen?
What is an Owner Ledger?
What is the Active Screen?
What does Account 'Status' mean?
Where should most transactions be posted?
How do I post a transaction?
How do I delete a transaction?
How do I enter a new check?
How do I enter a new deposit?
How do I charge the Tenant's rent amount?
How do I pay the Owners?
How do I back up my data?
How do I move my database from one computer to another?

What is the Tenant Information Screen?
What is a Tenant Ledger?

The individual Tenant Information screen holds all of the information on each current Tenant including names, addresses, phone numbers, tax ID numbers, due date, payment amounts, late charge amount, lease dates and move in dates.
The Tenant Ledger is where you post all accounting transactions that pertain only to the Tenant. These transactions would include any expenses which the Tenant is required to pay, such as Rent Charged, Deposits Charged, Parking Fees Charged, etc., along with Income received from the Tenant to offset the expenses charged.

What is the Unit Information Screen?
What is a Unit Ledger?

The Unit Information screen includes information on the individual unit such as the Rental Unit name and number, type and square footage. It will also include user-entered Recurring Fees which can be automatically posted to your ledgers.
The Unit Ledger is for posting income or expense accounting transactions that pertain to the rental unit itself - the daily operational transactions. Typical expenses might be Management Fees, New Appliance Purchases, Repairs and Maintenance, Utility Fees, Mortgage Payments, etc. Income posted to the Unit Ledger would primarily be Rent Received, or other income such as Insurance Claims Received or Forfeited Deposits Received.

What is the Property Information Screen?
What is a Property Ledger?

The Property Information screen includes the name of the Property such as the name of an Apartment Complex or a Business Complex. If you are setting up ledgers for a duplex or a fourplex, you could enter the address of the building as the Property Name. Each Property may contain multiple Units and Tenants.
Property Ledger transactions would include any expenses or income that pertains to the entire building rather than the individual units, such as a Multi-unit Mortgage Payment, a Utility Fee (if the Tenants are not responsible for Utility Fees), Common area Lawn Maintenance, Building Pass-Through charges, etc. If you are working with single family dwellings where the Property information is the same as the Unit information, you may choose to forego using the Property Ledgers and post all expenses and income directly to the Unit Ledger or the Owner Ledger instead.

What is the Owner Information Screen?
What is an Owner Ledger?

The Owner Information Screen includes all information on your Owners including names, addresses, Tax ID numbers, phone numbers, Management Fee percentages, etc. Within the Tenant File for Windows, the Owner is at the top of the hierarchy. You may have any number of Owners, even more than one Owner with the same name, however, the Tenant File considers each Owner to be separate with its own group of Properties, Units and Tenants. Each Owner may have multiple Properties, however, any given Property may have only one Owner.
Owner Ledger transactions normally include any expenses or income that pertains to a group of properties, and primarily transactions such as 'Funds Sent to Owner' and 'Funds Received from Owner'. By keeping such transactions at the 'Owner level', these transactions can be kept out of the individual Property or Unit Ledgers. However, if you are working with single family dwellings (where there is one Owner and Property for each Unit/Tenant), you may wish to post Owner financial transactions directly to each Unit Ledger to 'zero out' debits or credits in the Unit Ledger.

What is the Active Screen?

When you select Owner, Property, Unit, or Tenant from the Activities Menu, the Active Screen is displayed with four tabs - Owner, Property, Unit, and Tenant. Depending on which tab you select, you will see complete detail of the current Owner, Property, Unit, or Tenant in the Active Screen. To switch another choice to the Active Screen, click the tab you want to display. It is very important that you are aware of what is displayed in your Active Screen, because other functions, such as Add, Delete, Edit, Ledgers (Transaction Ledgers), and Notes operate a certain way based on what is displayed in the Active Box.

What does Account 'Status' mean?

All transactions posted are given a Status which will indicate whether the posting belongs to the Owner (status "O"), Property (status "P"), Unit (status "U"), Tenant (status "T") or Both Tenant and Unit (status "B"). The status "B" will post a single transaction to both the Tenant and the Unit Ledgers (such as Rent Received). Users can enter Income and Expense Account Codes along with the Status of those codes by selecting 'Preferences' from the Main Menu and clicking onto 'Edit Accounts'. When entering new Income or Expense Account Codes, you can also choose a Status of 'General'. A transaction with a 'General' Status can be posted to whichever transaction Ledger you are in at the time. (For example, you might want to post a 'Repair Expense' to the Unit Ledger in one transaction and then later post a 'Repair Expense' to the Property Ledger. This 'Expense Account Code' would then need to be classified as a 'General' Expense.) The Income and Expense Account Codes can be easily edited.

Where should most Transactions be posted?

Where you post your income and expenses depends on the type of business you have. If you own or are managing an apartment complex, for an example, you can post Rent Charged to the Tenant Ledger and then Rent Received to Both the Tenant and Unit Ledger. This will allow you to zero out your Tenant Ledger as all expenses are paid. The Unit Ledger would have a running total of your income less any expenses posted that you do not charge the tenant. One of those expenses might be the Management Fees which can be charged according to a percentage of each individual payment amount.

Expenses for the entire complex, such as Mortgage Payments, should be charged to the Property Ledger. Income received from the Owner for payment of overall expenses for the entire Apartment Complex can be posted to this Ledger. If this is the only Property the Owner has, then the Owner Income can be posted instead to the Owner Ledger.

As mentioned earlier, if you are working primarily with Single Family Dwellings, you may choose to work only with the Owner Ledger along with the individual Unit/Tenant Ledgers. The main purpose of a Property Ledger is to set up the individual Unit/Tenant Ledgers under this group in order to print reports for the entire chain of Ledgers.

How do I charge the Tenant's rent amount?

Overview - At the beginning of each month, you should charge each Tenant with their rent amount. This can be done automatically by using 'Post Rent' button or the the Automatic Posting Menu. See the 'How To ...' section in your User's Guide for the differences.

Posting with the 'Post Rent' button:
Click 'Post Rent from the Main Menu'. Follow the on screen instructions to charge the rent.

Posting with Automatic Posting:
Checklist:

Are all Tenants entered with their correct rent amount? From the Main Menu select 'Activities', then 'Tenants'. Look at the Tenant field labeled 'Payments'. This is the amount that will be posted. To change this amount, simply edit the amount using number only, no dollar sign'. Check the other Tenants by pressing 'NEXT'.

PROCEDURE - Posting Rent Charged.

1. From the 'Activities' menu, select 'Posting', then 'Automatic Posting'.

2. In the box labeled 'Posting Options', make sure 'Post RENT amount' is selected

3. Click the button labeled 'Select Account to Use'. You will see all of your 'Income' Accounts' listed first. Select 'Show Expenses' at the bottom of the screen. From your Expense Accounts, select 'Rent Charged'. Press 'OK' (or EXIT).

4. Enter a Date to use for all postings.

5. Enter a Remark to use for all postings.

6. Select 'Start Posting'.

How do I move my data from one computer to another? The Tenant File has 3 main database files:

TFDATAFL.MDB - the MAIN DATABASE, with all active information and transactions.
TFDATAOF.MDB - the Inactive files only
FEATURES.MDB - the Interior, Exterior, etc features of each unit.

* All files that end with 'DAT' are small files that hold your Tenant File settings, such as check type, etc. To move files from one computer to the next, be sure you have a good copy of these files, and use 'Copy/Restore' within the Tenant File to 'Copy' from the old computer and 'Restore' to the new computer. If you need to transfer data on a regular basis, you usually only need to copy the MAIN DATABASE (TFDATAFL.MDB) from one computer to the other. This can be done by using writable media, as explained above, or by 'emailing' the database as an attachment and downloading from the second computer into your Tenant File folder. Be very careful in doing this, however, and be sure you have backups first. Once your data file is overwritten by another data file, there is no way to get the old data back.

How do I order checks to use with the Tenant File?

Tenant File compatible checks can be ordered by clicking here to download an order form. You can also order matching envelopes, endorsement stamps and deposit ticket booklets.

To order, complete the order form, and fax to (512) 288-1792 along with a sample voided check.

Error Messages and Other Questions

'Permission denied' when backing up database
'File not found' or 'Record was deleted' when running Owner payments
'Invalid use of null' when adding to Vendor list
'Type mismatch' errors in older programs
'Range not found' in Past Due Notices, Payment Invoices, Payment Receipt reports
'Update installed, but my current program still shows the older version'
'Machine locked by User Admin' during Easy Post
'I created a deposit, but it did not post to the transaction ledgers'
The command buttons on the ledger screen are partially hidden (Windows XP only)
Unable to see the bottom line on the transaction grid to add a new transaction
I can't see what I am typing in the transaction grid
Report totals are incorrect
When editing a field I cannot type more than a few characters
Making a Tenant 'VACANT' does not work
I/O errors
Microsoft Vista Compatibility

'Permission denied' when backing up database

Sometimes when someone else is using the database, or you have other files open, you may experience the 'permission denied' message. Be sure that when you exit the Tenant File, you exit by going to 'File', then 'Exit Tenant File', (rather than clicking the 'x' in the upper right corner). This will insure that all files are closed properly. To solve the problem, simply exit the Tenant File properly (back to your desktop), then re-enter the Tenant File again and go directly to the backup procedure. You should have no problem.

'File not found' or 'Record was deleted' when running Owner payments

This would be because of some corruption in your database files or possibly bad dates. The first thing to do is to back up your database files. Next, from the Main Menu, go to 'File', then 'File Maintenance', and run 'Repair Active Files', and 'Compact Active Files'. Next, from the Main Menu again, go to 'File', then 'Tenant File Links', and run 'Check for Link Problems'.

'Invalid use of null' when adding to Vendor list

This can happen when a Vendor is deleted which had payments already set up. Be sure to delete the payments for any Vendor you delete. To solve the problem, from the Main Menu again, go to 'File', then 'Tenant File Links', and run 'Check for Link Problems'.

'Type mismatch' errors in older programs

The 'Type mismatch' error is letting you know that you have entered a character when the program is expecting a number or (visa versa). You will need to find the problem field and correct the entry. Later versions of the Tenant File warn you when this is about to happen. (An example of the error would be entering a '$' in a currency number field - the program will enter the '$' for you).

'Range not found' in Past Due Notices, Payment Invoices, Payment Receipt reports

These reports allow you to enter 2 paragraphs of information. As you are typing, do not hit your 'Enter' key at the end of a line - instead, let the Tenant File 'word wrap' for you. To correct the problem, you'll need to delete the existing text, and hold down your delete key in the box for about 10 seconds (to delete any invisible spaces or 'returns'), then re-type the paragraph correctly.

'Update installed, but my current program still shows the older version'

You did not install the update in the same folder as your original Tenant File Program. The Tenant File (and updates) default to the installation folder under 'Tenant File', as in 'C:\Tenant File\TF4WIN'. Older versions of the Tenant File installed under the 'root' directory, as in 'C:\TF4WIN', or 'C:\Program Files\TF4WIN'. Additionally, you may have changed your installation folder to another name. (Usually, you can check your installation folder by right-clicking on the icon you use to open the program, and looking at the 'location' or 'target' of the icon). You'll need to re-install the update into the correct folder.

'Machine locked by User Admin' during Easy Post

Under certain conditions, you may intermittently get this message when using Easy Post. This has been corrected in later versions of 5.4, and may require that you download an update. Please send us an email describing the problem and the conditions under which it happens, and will recommend an action to correct it.

'I created a deposit, but it did not post to the transaction ledgers'

Deposits do no automatically post to the transaction ledgers, since not all deposits need to. After you save a deposit, click on the 'Post' button to post the deposit to the transaction ledgers.

The command buttons on the ledger screen are partially hidden (Windows XP only)

You will need to change you display settings on you computer. Go to 'Start', then 'Control Panel', then 'Display', then 'Themes', and change your theme to 'Windows Classic'. Click 'Apply'.

Unable to see the bottom line on the transaction grid to add a new transaction

This may be a little different depending on which version of Windows you have. Generally, you need to go to 'Start', then 'Settings', then 'Taskbar'. Make sure the setting to keep the Task Bar Always on top is not checked.

I can't see what I am typing in the transaction grid

You'll need to change your font size within your Windows setting. Go to your Control Panel and change your display settings to use 'Normal Fonts' (not Large Fonts), and set your display dpi to 'Normal'.

Report totals are incorrect

When editing a field I cannot type more than a few characters

The field you are type in may have some 'blank characters' or 'space bars' already in the field. At the end of your typing, press and hold down the 'delete key' (on your keyboard) to erase the extra spaces.

Making a Tenant 'VACANT' does not work

This could be one of two things. First, be sure that after you click 'Edit' and edit the Tenant's first name to the word 'VACANT' you press your 'Enter' key - do not move to another field or save the edit first. Secondly, make sure the transactions are showing in the lower half of your screen before making a tenant 'vacant'.

I/O errors

The I/O error is a Windows generated error, which stands for 'Input/Output'. This error is telling you that a problem exists in some hardware communication, such as the computer to a CD-drive, the computer to a printer or another device problem. It may be a problem reading the computer hard disk, such as a corrupted or missing file or a bad sector on the hard disk. Try running 'scan disk' (usually under Programs, Accessories, System Tools) or a computer analysis program.

Microsoft Vista Operating System:
Tenant File Version 5.6 was released in 2005 (for Windows 98, 2000, and XP) and some features are not compatible directly with the Windows Vista system. The Tenant File 7 Version update runs on Windows XP, Vista , Windows 7, and Windows 8. Tenant File 8 runs on XP, Windows 7 and Windows 8. The computer requirements are very minimal. The disk space required is only about 50 megabytes, and the RAM memory needed is any amount over 2 gigabytes.

   * right-click on the Tenant File icon on your desktop, select 'Properties', then 'Compatibility'
   * under 'Privilege Level', put a checkmark in 'Run this program as administrator'.
   * under 'Compatibility mode' select 'Run this program in compatibility mode for Windows XP (Service Pack 2)
   * click 'Apply', then 'OK'.

Known issues with non-Vista version:
1. The 'Tree' in ledger screen is too large, however, it still works fine.
2. The on-screen help file doesn't work. (Microsoft discontinued support of the help system with Vista). Note: Technical Support will not answer Vista related questions, or questions regarding running any non-Vista compatible programs on the Vista operation system. To take advantage of Vista, we suggest you order the Tenant File Version 8.

Order Downloads or Phone Support