When a resident files an emergency, PayRent keeps paging you until you confirm you have it. For gas, fire, smoke, or carbon monoxide, the resident is told to leave and call 911. For a medical emergency, they're told to call 911. You still get paged in every case.
Before you start
Sign in as a landlord.
If someone else should be paged along with you, add a Backup contact in maintenance settings. See How to Set Up Geni for Maintenance.
Confirm that you have it
Go to Maintenance.
On the emergency row, Needs action shows I HAVE IT.
Select I HAVE IT.
You can also confirm from the link in the page text or email. Opening that page isn't enough on its own, so make sure you submit the confirmation.
Working the request yourself in the app also counts as confirming. Geni working it doesn't.
An emergency you file yourself won't page you.
How paging works
The first page goes to you. If you've set a backup contact, later pages alternate between you and them. A contact with @ in it gets an email, and anything else is texted as a phone number.
Pages repeat about every 10 minutes, up to 12 times.
If you haven't confirmed after 30 minutes, the resident gets one notice that the emergency is still unanswered.
Confirming stops the pages.
What counts as an emergency
A request is raised to Emergency when the description matches any of these, even if a lower urgency was chosen:
Gas smell, fire, flame, or smoke
A carbon monoxide alarm
A medical emergency, including someone who isn't breathing, is unconscious, or can't be woken
An active leak, pouring water, flooding, or a burst pipe
Sewage
No heat or no power
Being locked out or unable to get in
A break-in, or a door that won't lock
Related
How to File a Maintenance Request
How to Set Up Geni for Maintenance