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The Shelta Asset support team is here to help you with any questions or issues that come up during your tenancy. Whether you need help understanding your lease, chasing a maintenance request, or resolving a payment query, you can reach us through the channels below. Actual contact details are shown on your dashboard under Settings.

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How to reach support

Phone

Call the Shelta support line for direct assistance. Best for urgent matters and complex issues that need a real-time conversation.

Email

Send us a message for non-urgent queries. Ideal for requests that involve documentation or where you need a written record of the exchange.

WhatsApp

Message us on WhatsApp for a quick, conversational response. Great for follow-ups and straightforward questions.

In-app settings

Open Settings from your tenant dashboard to find the current support phone number, email address, and WhatsApp contact.
Support contact details are managed by the Shelta operations team and may be updated from time to time. Always check your dashboard Settings for the most current information.

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What we can help with

The support team can assist you with a wide range of tenant concerns, including:
  • KYC questions — status of your verification, what happens after submission, and how to correct submitted information
  • Payment issues — failed transactions, confirming payments, receipts, and understanding your payment schedule
  • Maintenance escalations — following up on a submitted maintenance request or reporting an urgent issue that needs immediate attention
  • Lease queries — questions about your lease agreement, renewal terms, early termination, or move-in process
  • Documents — requesting a document that should be on your account but is not showing
  • Account access — login problems, profile updates, or security concerns

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Tips for a faster resolution

Have your Tenant Code ready when you contact support. Your Tenant Code is displayed on your tenant dashboard and uniquely identifies your account. Sharing it at the start of the conversation helps the support team locate your records immediately.
Here are a few other things that help the team resolve your query quickly:
  • Mention the property name or asset code if your query is about a specific property
  • For payment issues, have your payment reference number ready (visible in your payment history)
  • For maintenance issues, note the request ID shown in your maintenance list
  • Be as specific as possible about what happened and when

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Frequently asked questions

The Shelta team aims to review KYC submissions within 2–3 business days. You will receive an email notification once a decision has been made. If it has been longer than 3 business days and you have not heard back, contact support with your Tenant Code.
Payment status updates are usually reflected within a few minutes. If your status has not updated after 30 minutes, contact support and provide your payment reference number. Do not make a second payment until the issue is confirmed as unresolved.
You can contact the support team by phone or WhatsApp and quote your maintenance request ID. For emergencies — such as safety risks or complete loss of essential services — call the support line directly rather than waiting for an in-app update.
You can resubmit your KYC form as long as your KYC has not yet been approved. Once KYC is approved, changes to your profile details must be requested through the support team.
Your lease agreement is available in the Documents section of your dashboard. You can download it at any time. If it is not appearing, contact support and the team will assist. See the Documents page for more detail.
The Shelta team will be in touch before your lease end date to discuss renewal options. You can also initiate a renewal request from your tenancy details page. See your dashboard for the relevant tenancy options.
For genuine emergencies — such as a gas leak, fire, flood, or serious security breach — contact emergency services (fire service, police, or LASEMA where applicable) immediately. Then contact the Shelta support line as soon as it is safe to do so. You can also submit a maintenance request marked Emergency so the Shelta team sees it as a priority when they review requests.