Support
Software is only useful if the rare moment you need help is answered fast, by someone who knows the product. That’s the promise. Tenwise is Australian owned and built, and here is exactly what you can hold us to.
Email any time. Our support hours are 9am–5pm AEST/AEDT, 7 days a week, and within them a real person's reply is on the way within 4 business hours. Email outside those hours and we reply first thing the next morning.
Your email is answered by a real person on our Australian-based team who has read your message in full. Not automated triage, not an offshore call centre. In the app, the assistant handles quick questions and always says it's an assistant before handing you to a person.
Email is the way in. We don't ask you to start a chat, file a ticket in a portal, or wait on a call queue. Reply-all keeps the thread in one place.
If a call would be faster than a thread, ask in your reply and we'll set up a time that suits. No sitting on a queue.
We’ll publish last month’s median first-reply time here once we’ve handled enough support emails for the number to mean something (about 50). That keeps us honest against the 4-hour promise above, instead of just claiming it.
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Published once there’s enough data to be meaningful.
Short, plain guides to what landlords ask about most. Search, or browse by where you are in the leasing journey. These handle the quick questions, so the 4-hour human reply is there for the hard ones, not a replacement for it.
Ask a quick question
An assistant (not a person) answers from what Tenwise actually does: pricing, features, how things work. It can’t see any account. Anything it can’t settle, a real person answers at hello@tenwise.com.au within 4 business hours.
Set up your account and your first property.
Build the ad, publish the listing, take enquiries.
Invite, compare, and choose a tenant.
Agreement, e-signing, bond, and the condition report.
Schedules, reminders, and arrears.
Maintenance, inspections, money, and the end of the term.
Pricing, payment, cancellation, and your data.
The pages where we show our working, in one place.
Get in touch
hello@tenwise.com.au
Email is the fastest way in. Reply directly to any Tenwise email and it lands in the same inbox.
Product questions
How to use a feature, what something means, where to find a setting. Usually a one-email reply with a short walkthrough or screenshot.
Compliance / leasing questions
We can talk through state-specific rules in plain English. We aren't a law firm, so anything material we point to a lawyer, but most leasing questions don't need one.
Bug reports
Reply with what you were doing and what you saw. We acknowledge, then close the loop once the fix ships. No silent triage.
Refund or cancellation
You can cancel any time from the app's billing page. If something's gone wrong and you want a refund for a partial month, just ask.
Tenwise is software, not a law firm or accountant. Where a question needs a qualified professional, we’ll tell you and point you somewhere appropriate.