Frequently asked questions

Yes. A new property-manager workspace starts with a 14-day free trial with the features of the Pro plan except the Agent, which is included once you choose a paid plan. No payment card is needed. There is one trial per person: a second workspace you create shares your original trial window. If you do not choose a paid plan, the workspace moves to the free Base plan when the trial ends. Supplier workspaces start on the Free plan, so they do not need a trial. See Your free trial.

To keep trials fair, text messages, payouts and Stripe payout setup are switched off until you subscribe, outbound email is capped and file storage is limited to 250 MB. Everything else in Pro works as normal.

No. Tenants, guests, applicants, landlords using a portal and people booking a service never pay a subscription. Propvora does not charge tenants letting fees.

Yes. One sign-in can belong to several workspaces, for example a property management workspace and a supplier workspace, and you switch between them from the workspace chip in the top bar. See Switch workspaces.

Choose Forgot password? on the sign-in page and follow the link we email you. Signed in, you can also change it in Settings › My account › Password. See Reset your password.

Property managers: Base (free, up to 2 properties and 1 seat, no AI), Pro (£49 a month, 15 properties, 3 seats, 2,250 AI credits a month), Agency (£149 a month, 100 properties, 10 seats, 6,800 AI credits) and Enterprise (custom). Suppliers: Free, Pro (£25 a month), Team (£49 a month), Agency (£129 a month) and Enterprise. Current prices are always on the pricing page.

Yes. Annual billing charges 10 months and gives you 12, so you save the equivalent of two months. Choose Annual: 2 months free in Settings › Billing before you upgrade.

Workspace owners and admins open Settings › Billing, pick monthly or annual and choose Upgrade to a plan. Payment is taken by Stripe at checkout, and the estimated proration is shown before you confirm. Suppliers use Settings › Plan & Billing.

Open Settings › Billing (suppliers: Settings › Plan & Billing) and choose Manage billing to open the secure Stripe billing portal, where you can cancel or move to the free plan. Your plan stays active until the end of the period you have already paid for, and you are not charged again. Consumers also have a 14-day right to cancel a new subscription. See Change or cancel your plan.

We tell the workspace admins and Stripe retries the payment once a day for up to 14 days. Retrying stops as soon as the payment succeeds, you cancel, or the card is declined in a way that cannot succeed (for example a lost or stolen card). If the payment is still unpaid after the grace period, paid features are restricted until the balance is settled. Update your card from Manage billing.

Every subscription invoice and receipt is in the Stripe billing portal: Settings › Billing › Invoices and payment method › Manage billing.

Yes, on plans that include AI (Pro and above): 1,000 credits for £10. The Agent warns you at 80% of your allowance and stops at 100% until you top up or the month resets.

Properties and units, lettings (listings, applicants and viewings), tenancies with agreements, guarantors, inventories and e-signature, short stays, work orders and planned maintenance, compliance certificates and inspections, rent, invoices, bills and deposits, suppliers, people and organisations, messages, a shared calendar, portals and the AI Agent. The property manager guides walk through each area.

No. Propvora is software. You remain responsible for your legal duties as a landlord or agent, such as deposit protection, Right to Rent checks and safety certificates. Reminders and templates in Propvora help you stay organised but are not legal advice.

Yes. You can publish long-let listings and short-stay listings on the Propvora marketplace, where customers can search, save, apply and book. Propvora does not publish to other property portals. Publishing listings needs your identity verified first (see Verification below).

A commission deducted from the job price, set by the supplier's plan: Free 8%, Pro 7%, Team 6%, Agency 5%, Enterprise 5%. One rate covers every job type. Suppliers see their fee and expected earnings before they accept work.

The supplier's price plus a 1% Propvora Service Fee and card processing at cost. The total is shown before you pay; nothing is added afterwards.

A host commission set by the host's plan (Base 8%, Pro 6.5%, Agency 5%), deducted from the payout. Bookings imported from other channels by calendar sync carry no commission. Guests pay the nightly price plus a 1% service fee and card processing at cost, all shown before they book.

Through Stripe Connect, into their own Stripe account, then to their bank on their Stripe payout schedule. You give identity and bank details to Stripe on Stripe's own screens; Propvora never sees your bank details. See How providers get paid.

Ranking uses relevance to the job (trade, service area and availability), response times, reviews and verified checks. New suppliers are given fair exposure while they build a track record. Paid placements are always labelled Sponsored.

No. Propvora never receives, holds or controls rent, deposits or sellers' funds. Marketplace and stay payments are processed by Stripe and paid to the seller's own Stripe account.

When you pay for marketplace work or a stay, the seller's payment is only released when the release rules shown in your order are met: completion evidence for work (or the end of a stay), your approval or the review window ending with no issue raised, no open dispute or chargeback, and a valid payout account. Sellers cannot release their own payments. It is a contractual workflow on top of Stripe's payment services, not insurance. See How Payment Protection works.

Raise an issue on the order before release. Release is paused while it is considered under the Marketplace Dispute Resolution Policy, and the outcome can be release, partial release, a refund or redoing the work. You keep your legal rights and your rights with your card issuer.

No. Rent, tenancy deposits and holding deposits never go through the marketplace. Tenants pay rent straight to the landlord or agent by bank transfer, using the bank details shown under How to pay, and deposits are protected in a government-approved scheme by the landlord or agent.

Only the specific check named on the badge, as at the date shown, for example payout identity verified by Stripe or an insurance document reviewed. It is not an endorsement or a guarantee of workmanship.

Anyone who receives money (suppliers, hosts, property managers taking payouts and affiliates) is verified by Stripe when they set up payouts. Property managers also verify their identity once before publishing listings, with a document and a live selfie check hosted by Stripe Identity: open Settings › My account › Identity verification. Propvora only stores the outcome, never the ID images. See Verify your identity.

Read, search, compare and act across your workspace within your permissions, for example summarising arrears, finding certificates about to expire, messaging a tenant or opening a work order. Owners and admins choose, for each kind of action, whether the Agent is off, only drafts, waits for approval in Agent › Approvals, or acts automatically within limits, in Settings › Rules & Access › Agent rules. It never moves money, signs on anyone's behalf or deletes accounts and data. See Use the Agent.

AI is included from Pro. Base and the supplier Free plan do not include the Agent, but every plan keeps compliance dates, thresholds and arrears checks. Trials do not include AI: choose a paid plan to use the Agent.

No. Propvora does not permit its AI providers to train on your data. See The Agent and your data.

Secure portals for tenants, landlords and owners, suppliers and contractors, applicants and professionals. The property team chooses who is invited and what each person can see. Portal users sign in with a one-time link, not a password. See Portal types explained.

Ask for a new link on the portal sign-in page with the email address your property team has on file, or ask the team to resend your invitation. See Portal link expired.

You do. For the people in your workspace you are the controller and Propvora is your processor under its Data Processing Agreement.

Yes. Workspace admins open Settings › Security & Data › Data export, choose what to export and select Request export. Customers use Export my data (or Download my data) on their Account page. Records such as invoices and reports can also be exported from their own pages.

Customers can request deletion from Account › Delete account; the account is deleted after a 30-day grace period, during which you can cancel the request. To close a workspace, the workspace owner should export what they need and contact us. Some records are kept for as long as the law requires, as explained in the Privacy Policy.

Encrypted connections and storage, per-workspace access controls enforced in the database, rate-limited sign-in, optional two-factor authentication (Settings › My account › Two-factor authentication) and a list of your active sessions with Sign out others in Settings › Security & Data. Workspace changes are recorded in the audit log. See How we protect your data.

No. Every record belongs to one workspace and access is checked on every request, including search and notifications. If you belong to several workspaces, each one only shows its own records.

Subscription referrals earn 7%, 8%, 9% or 10% (Standard, Pro, Partner and Enterprise programmes) of what the referred customer pays for the first 6 months of their paid subscription. Marketplace service and short-stay referrals earn 10% of Propvora's fee on each order. Commission clears after a 30-day cooling-off period and is paid through Stripe Connect once your balance reaches £50. See How commission works.

Search the Help Centre, use the guides for your workspace, or email info@blackwellen.com with your workspace name and what you are seeing.