Customer Support
- Payment Questions
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- How long does it take for a payment to clear (funds to be debited) from my account?
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- Credit or Debit Payments: When submitting a payment with a credit card or debit card, it may take two to three business days to clear your bank or credit account. Card transactions are instantly authorized so funds will be instantly pending for your transaction. At the time the transaction is made an email payment confirmation is automatically sent to the property management staff with a date and time stamp of the payment.
- eCheck Payments: When submitting a payment with an eCheck, it may take three to five business days for funds to clear (be debited from) your bank account.
Note: Posting dates are subject to change depending on the property.
- How can I cancel a payment? How do I get a refund for a payment that was already completed?
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- RentPayment can only accept refund and cancellation requests from your property management staff. If you need a refund or a payment to be cancelled, please contact your management office directly. They will contact our customer service team on your behalf.
- How long does it take for my property to receive notice of my payment?
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- Each payment is time-stamped at the time the transaction is made. RentPayment sends a payment confirmation email to you and to your property manager at the same time the transaction is made. Most properties recognize this time/date as when the rental payment was made to their property.
- Why was my payment declined?
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- RentPayment has not declined your payment. Payments are declined by the banking institution that issued your payment method. Card payments can be declined for various reasons. Please contact your bank for further details.
- How do I get a refund?
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- If you need a refund for a payment made with RentPayment, please contact your Property Manager at your community. All refunds are administered by your property staff. There are no refunds on service fees, PayByCash payments, or refund requests from residents. Property Managers can refund full rent amounts, duplicate payments, partial payments, holding fees, and application deposits.
- Why was my eCheck payment reversed?
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- Even if you have received a payment confirmation email for your eCheck payment, it can take a period of up to 2 days for your bank to verify funds are available in your account. Once the payment information is verified by your bank, we then receive a status of cleared. If the bank cannot verify your account information or if the funds are not available, your bank will let RentPayment know and your payment will be reversed. At this time you will receive a notification email for an eCheck reversal, which means the payment has been returned. You will need to resubmit a new payment to your property or through www.rentpayment.com. Your eCheck payment will NOT be automatically reprocessed for you.
- What do I do if I have a duplicate payment made for rent?
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- Contact your property manager to request a refund for one of your payments.
- How can I view my payment history?
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- You may access your account history at any time. Once you log into www.rentpayment.com, click "Account History". Here you will see detailed transaction information about each payment.
- What payment types do you accept?
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- RentPayment accepts Visa Credit, Visa Debit, MasterCard Credit, MasterCard Debit, Discover Card, American Express (not available for all properties), NYSE, Electron, Maestro, and ACH or Electronic Checks. Please note, all properties are set up differently and not all payment options are available at all properties.
- How can I pay rent with RentPayment?
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- RentPayment offers the most diverse payment acceptance channels in the multifamily industry.
- RentPayment allows renters to pay via
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- Online Website at www.rentpayment.com
- Phone with a Client Care Representative
- Phone via automated voice response 24 hours a day-7days a week
- Text message via RentByText technology
- iPhone App available for FREE at the iTunes store
- Click Pay email reminders
- Scanned check from a management office
- In person at your management office
- Cash payments at any MoneyGram location.
- Please note, payment options are different for all properties and not all payment options are available at all properties.
- How can I process payments by Phone?
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- Residents may call, toll-free, 866-289-5977 to make a payment by phone through our Automated Voice Response system available 24 hours a day/ 7 days a week. In order to use the Automated Voice Response system, you must have an account created and a payment type saved in your account at www.rentpayment.com. You must also have your Account Number and PIN ready at the time of your phone payment; this information is available in your account at www.rentpayment.com as well. If you would like to make a payment with a RentPayment Client Care Representative, please call toll free 866-289-5977 option 1, 7 days a week.
- Account Questions
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- How can I reset my password?
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- Our website contains a "Forgot Password?" link on the homepage right underneath the "PayRent" button. Click the "Forgot Password" link; input your email address and a temporary password will be emailed to your email address on file with your account.
- To receive your password, your email address must be saved in your profile. To protect your profile from unauthorized use, our system will "lock down" your account after 6 failed login attempts.
- How do I deactivate my account when I move?
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- Contact your Property Manager and ask them to deactivate your profile in RentPayment.
- Why is my account inactive?
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- Our system will not allow you to log in or accept any payments for a profile that is set to inactive. A property manager always has the right to set a profile to inactive and refuse payments from a specific resident. Please contact your property management office directly to activate your profile.
- Note: Any inactive profile must be activated by your property management staff.
- What is my balance owed at my property?
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- As a third-party payment processor, RentPayment does not have access to this information. All inquiries would need to be made to your property directly. Some of our management companies provide your balances to RentPayment so that you can pay your balance in real time as posted by your apartment office. Please log in to your account to see if your balance is auto-populated or contact your management office to see if your balances are sent.
- AutoPay Questions
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- How do I make a payment recurring?
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- Recurring payments in RentPayment are called AutoPays. You may set up an AutoPay online by logging into your account and select "Set up AutoPay" from the main menu. From here you will be prompted to select the payment type, the day of the month, the frequency, and the duration for your AutoPay.
- Please set up your AutoPay recurring payment at least two business from the time you want your AutoPay to be drafted.
- How do I cancel an AutoPay (recurring monthly transaction)?
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- If you have an existing AutoPay, you have the ability to update or cancel at any time online. To cancel your AutoPay online, login to your account, select AutoPay from the main menu, select the view hyperlink in the details of your existing auto-pay, and click the X next to "X Cancel AutoPay."
- Please cancel your AutoPay at least 2 days before it is scheduled to run. Same day AutoPay cancellations are not allowed. If you are having problems cancelling your auto-pay, please call a Customer Care Representative at 866-289-5977.
- RentPayment Service Questions
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- Is RentPayment.com secure?
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- RentPayment uses 256-bit AES encryption and we are PCI and CISP compliance certified. This program is intended to protect cardholder data-wherever it resides -- ensuring that members, merchants, and service providers maintain the highest information security standard. RentPayment helps property managers mitigate chargeback risk through our "Verified by Visa" program. RentPayment is also a part of MasterCard's Secure Code program to help property managers mitigate chargeback risk at their property.
- Click here to view our security certification
- How do I pay my rent with cash?
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- PayByCash payments are not available for all properties. Please confirm with your Property Manager that you are able to PayByCash at any MoneyGram location.
- To make a cash payment, you will need the following RentPayment PayByCash information:
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- RentPayment specific account number
- Company Name: RENTPAYMENT
- Receive Code: 9798
- This information is available in your RentPayment account or you can create a new account at www.rentpayment.com. After login, click the "PayByCash" icon from the main menu. You can also contact your management office for your account number or for additional assistance call RentPayment at (866) 289-5977.
- To find the closest MoneyGram location to you, simply login to your www.rentpayment.com account, select "PayByCash" and you will see the address of the three (3) closest locations to your property. You can also find the closest locations at MoneyGram.com, or contact your management office for a list of these locations.
- What is a "convenience fee" or "service fee" and why is it charged?
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- A service fee is the processing fee that is charged to cover the cost of processing your payment. If your property elects to absorb this fee on behalf of the renter, then there will be no service or convenience fee present in RentPayment for your transaction.
- What is an eCheck?
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- eCheck or electronic check is a way for you to use your bank account and routing number to make a payment online or over the phone. In order to use an electronic check (eCheck), you will need the routing number to your bank (usually the first nine numbers at the bottom of a paper check) and your account number (the 2nd set of numbers at the bottom of a paper check).
- This method of payment can be used to set up an AutoPay for recurring payments from your bank account.
- Notifications
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- How is my property notified that I made a payment?
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- Once a payment is submitted through our RentPayment system, an email payment confirmation is automatically sent to the property management staff that dates and time stamps the payment.
- The email states that the payment was submitted that day, but has not yet cleared.
- How do I get a copy of my payment confirmation email/text message resent to me?
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- If you have deleted your payment confirmation email or text message, contact your property management office to have them resend it to you. Or you can contact the RentPayment Client Care team to resend it to you as well.
- How do I unsubscribe from receiving email notifications?
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- If you are receiving notifications regarding payments or credit card updates, you may unsubscribe to these notifications by clicking on the "Unsubscribe" link at the bottom of the email. If you need assistance, please contact a Customer Care Representative.
- How can I setup or cancel Click Pay emails (payment reminder emails)?
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- You may turn on/off the Click Pay email (payment reminder emails) at any time. Simply click the "Unsubscribe" link at the bottom of the ClickPay email. You can also login to www.rentpayment.com; you will see "Credit Card Click Pay" option on the main menu.
- To turn off the Click Pay email reminders, simply click the "Credit Card ClickPay" option and set the drop down menu to "Do not send an email." To turn on the ClickPay email reminders, simply set the drop down menu to the day of the month you wish to receive the email reminder. If you do not specify a day of the month to receive the email, you will be automatically subscribed for the 1st day of the month.
- Why do I receive a ClickPay (payment reminder email) when I have moved out of a property?
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- You will receive the ClickPay emails as long as your profile is active in RentPayment and you have not "unsubscribed" from the ClickPay email. You are probably still receiving this email because your Property Management staff has not deactivated your profile in RentPayment yet.
- Please contact your property management staff to deactivate your account when you move.
Contact Us
Customer Service
CustomerService@RentPayment.com
Interested Property Manager
Marketing Requests & Inquiries
Hours of Operation
5am - 9pm PST, 7 days a week
Phone
Customer Service: 866-289-5977
Marketing: 925-407-8722
Fax
General Fax: 888-788-9640
Fax Payment Forms: 415-986-4533
