PetClear FAQs
Currently, PetClear does not support verification or Pet Profiles for small pets that do not leave the cage. Residents are instructed to contact you to inform you about the pet, and advised that they should still use PetClear to affirm their agreement to the property’s pet policies. They should select “I do not own an animal” on the questionnaire when getting started. They will not complete a pet application or pay a pet verification fee.
Foxen is only able to provide details regarding the information that was provided to us (ESA recommendation letter, medical contact information, authorization to release medical information). We cannot provide guidance or recommendations, and we recommend that you consult legal counsel in any case where you are unsure of how to respond to a resident’s accommodation request.
Yes, the portal is the same. PetClear is accessible to residents (and applicants) via the option in the left navigation menu labeled “Animal Info.”
As we continue to develop and enhance the product, PetClear will enable portability, allowing individuals to take their profile with them. However, PetClear profiles are currently tied to the resident’s lease. If a resident moves into a new property that uses PetClear (ie, a different unit in your portfolio), we will allow them to reuse their profile, so they do not have to create a new one from scratch.
No, residents with disabilities who have emotional support animals will not pay a verification fee. If their request for an accommodation is reviewed and you determine that the animal should not be categorized as an assistance animal (neither as a service nor an emotional support animal), then you should update the status of their animal in your property management software platform.
You should advise residents to use PetClear to submit information to your team about any new pets they wish to adopt while living at your property to avoid violating the terms of their lease. If the resident previously created a PetClear profile during the leasing process without an animal, they will be able to add a new animal from their portal at any time.
Although this feature is not currently included in the product, please contact your Foxen Relationship Manager if this is something that you are interested in.
No, the fee is not refunded if the resident’s application is denied, or if they choose not to sign the lease.
No. PetClear provides a digital animal verification process which helps you collect the information you need to verify the animal, however, it is up to you and your staff to make the final decision.
No. PetClear provides a digital animal verification process which helps you collect the information you need to verify the animal, including required documents from residents submitting a request for reasonable accommodation, so you may verify a resident’s disability-related need for an animal. It is up to you and your staff to make the final decision as to whether or not to grant an accommodation to the resident.
When an applicant's PetClear application requires attention due to a missing or incomplete document, you can send a document request to the applicant directly from the PetClear portal — no need to chase them down outside the platform. The applicant is automatically notified by email with a link and assigned a task in their Foxen Portal to upload the new document into PetClear, keeping everything in one place.
Document requests are available for the following document types: vaccine records, ESA letters, and pet images.
Document requests are only available for applications in the "Requires Attention" status. Here's how to send one:
- In PetClear, go to your Attention Required Queue and look for flagged applications. Click "View Application."
- Navigate to the document that needs to be resubmitted and click "Details," then "Request Documents."
- The applicant is automatically notified via email, and a Task is added to their Foxen Portal prompting them to upload the new document into PetClear.
- Once they upload it, you'll receive an email notification that the document is ready to review.
When you send a document request, the resident will receive an email notification with a link and a Task in their Foxen Portal. They should log in to their Foxen Portal and complete the Task by uploading the requested document directly into PetClear. Documents submitted this way are immediately available in their PetClear profile for your team to review.
PetClear automatically reviews ESA letters at the time of submission. Each document is evaluated against a consistent set of criteria — including required content, provider credentials, and document quality indicators — to flag anything that may need your attention. This ensures every ESA letter is reviewed with the same level of scrutiny, without requiring manual review from your team for every application.
If an ESA letter is flagged, the application will appear in your Requires Attention queue with the specific flags clearly noted. You will also receive an email notification prompting you to review the application.
Navigate to the Requires Attention queue in your Foxen Property Management Portal and locate the flagged application. Open the application to view the ESA letter along with the specific reasons it was flagged. From there, you can review the document and take the appropriate action — including requesting additional documentation from the applicant if needed.
While PetClear's AI review is designed to surface relevant information and flag potential issues — your team will still make the final determination on all reasonable accommodation requests. For any application that appears in your Requires Attention queue, you should review the flagged information and decide how to proceed. Please follow your organization’s policies and guidelines.
If an ESA letter is missing required information or raises concerns, the application will be flagged and moved to your Requires Attention queue with the specific issues noted. You can review the flags and, if needed, use the 1-Click Document Request feature to ask the applicant to resubmit their documentation directly through PetClear.
No. PetClear does not contact healthcare professionals or document issuers directly. The AI review evaluates the contents of the submitted document but does not reach out to any third parties on your behalf.