The portal says access is paused. Why, and what about my documents?
Your landlord's Tenarize subscription has lapsed. Access pauses for both of you, but Download my data keeps working so you can always get your paperwork.
If your landlord's subscription payment fails or they cancel, there's a seven-day grace period and then the app pauses — for them and for you. You're emailed separately when it happens, because it affects your access over a billing arrangement you aren't part of.
Download my data stays available throughout, so you can always take a copy of your agreement, certificates and rent history. Nothing is deleted, and everything comes back if your landlord resubscribes.
Worth knowing: Your tenancy itself is unaffected. This is about access to the software, not to your home or your rights — rent, notice and deposit obligations continue exactly as they were, and you'd pay rent directly to your landlord in the meantime.
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Not legal advice
These answers describe how Tenarize works and summarise the law in England as the product implements it. They are not legal advice about your situation, and the law changes. For free independent help, Citizens Advice and Shelter both cover renting in England; for anything unusual or contested, take advice from a solicitor.
Tenarize does not currently support Scotland, Wales or Northern Ireland, whose tenancy regimes are different.