I was denied access to tour a property -- what do I do?
If you tried to book or access a self-guided tour and were denied, there is usually a specific reason. Here are the most common causes and what you can do about each one.
Common reasons for denied access
1. Identity verification failed
Your identity verification may not have gone through. This is the most common reason for being denied access.
What to do: Open the Opendoor app and check for a verification error message. Retry the verification process -- make sure your ID is not expired, the photo is clear, and your selfie shows your full face. See our identity verification guide for detailed troubleshooting.
2. The property is no longer available for tours
The home may be under contract, sold, or temporarily paused for tours. Listings can change status quickly, and a home that was available yesterday may not be today.
What to do: Check the listing status in the Opendoor app. If the property shows as "Pending," "Under Contract," or "Sold," tours are no longer available for that home. You can save the listing to be notified if it becomes available again.
3. A safety hold has been placed on the property
In rare cases, Opendoor may place a temporary safety hold on a property. This could be due to maintenance, a reported issue, or a security concern.
What to do: Contact Opendoor support to ask about the status of the property. The team can tell you if and when the home will be available for tours again.
4. Your tour window has expired
Access codes are time-sensitive. If you arrive after your scheduled tour window, your code will no longer work and the system may show your access as denied.
What to do: Book a new tour through the Opendoor app. Pick a new time slot and you will receive a fresh access code.
5. Eligibility review
Opendoor periodically reviews eligibility for self-tour access. If it is determined that you are not eligible to self-tour a property, you will need to reach out to a local licensed agent to schedule and accompany you on a tour.
Tip: If you are running late for a tour, try rebooking the next available time slot in the app before you arrive. This saves you time at the door.