FAQ's :: RentPayment :: E-Payments for Properties

Property Manager Questions Renter Questions

Payment Questions
- How long does it take for a payment to clear (funds to be debited) from my account?
- - 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?
- - 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?
- - 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?
- - 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?
- - 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?
- - 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?
- - Contact your property manager to request a refund for one of your payments.
- How can I view my payment history?
- - 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?
- - 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?
- - RentPayment offers the most diverse payment acceptance channels in the multifamily industry.
  - RentPayment allows renters to pay via
  - - 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?
- - 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
- How can I reset my password?
- - 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?
- - Contact your Property Manager and ask them to deactivate your profile in RentPayment.
- Why is my account inactive?
- - 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?
- - 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
- How do I make a payment recurring?
- - 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)?
- - 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
- Is RentPayment.com secure?
- - 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?
- - 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:
  - 1. RentPayment specific account number
    2. Company Name: RENTPAYMENT
    3. 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?
- - 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?
- - 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
- How is my property notified that I made a payment?
- - 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?
- - 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?
- - 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)?
- - 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?
- - 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.

Refunds
- What type of refunds can RentPayment process?
- - RentPayment will process refunds for eChecks, credit cards, and debit cards. We cannot refund service fees, scanned checks, PayByCash payments, money orders, cashier's check, or refund requests from residents. We can refund full rent, duplicate payments, partial payments, holding fees, and applications.
- Who can request a refund?
- - All refund requests must come from a corporate contact or an authorized property manager. We cannot process refund requests from a resident. RentPayment can refund full rent, duplicate payments, partial payments, holding fees, and applications.
- How long does a refund take to complete?
- - If a refund is requested and the original form of payment is an electronic check (eCheck), then RentPayment will wait five days for this check to clear before submitting the refund request to the bank. The resident can expect payment back within 7-10 business days from the transaction date. Credit Card or Debit Card returns will be refunded in 2-3 business days.
- Who do I contact for refunds?
- - Please email CustomerService@RentPayment.com with the following information:
  - Name of renter to receive the refund, amount to be refunded, date of transaction, transaction reference number, and the property and parent company name.
Payments
- How long does it take for a payment to be deposited into our account?
- - Transaction information and payments are sent out to the bank for processing at the end of each business day for payments made before 3PM PST/6PM EST. Payments made after this time will be sent to the bank at the end of the following business day. It may take up to two business days to see funds deposited into the bank account.
  - For example: If a payment is made on a Friday after 3:00 pm PST/ 6:00 EST and the following Monday is a holiday, the payment will not be sent to the bank until Tuesday.
- How soon will a resident be notified if their payment was debited from their account?
- - If your renter pays with a credit card, it is processed and authorized instantly. Your renter will receive an email payment confirmation in a matter of seconds. Electronic checks can take up to 5 business days to process through the renter’s bank. Your renter will receive an email transaction confirmation in a matter of seconds to confirm their payment transaction was made; this does not indicate it has cleared their bank.
- How do I make a payment in the office for a renter or applicant?
- - Login to www.rentpayment.com, Click the "Make A Payment" link on the main menu. Next you will be asked to choose an "existing renter" or select "applicant." Make your selection and either swipe the credit/debit card in the card swiper hooked up to your computer or simply key in the card information into the credit/debit card fields on the screen.
  - *A processing fee will be charged to the property for In-person payments.
Marketing
- How can I order marketing materials for my property?
- - RentPayment offers a variety of marketing materials for FREE. For electronic marketing materials you can log in to your profile, select "MyRentPayment", select "Marketing", then choose the pdf you wish to download for your residents, and print the amount you need.
  - If you would like to request general print marketing material kits to be sent to your property, please login to your profile, select "MyRentPayment", select "Marketing", and select "Request Marketing Materials." There is a catalogue of the marketing materials available for you to choose from. In the request form, please select the type of marketing material (brochures, magnets, etc.), the amount of each item you would like, and provide the name and address of the property. Please also include the contact person to whom the package should be delivered and the contact's email address. RentPayment Marketing will send you an email to confirm the shipment with a link to track the package.
- Do you have marketing fliers I can download online?
- - Yes! Under MyRentPayment, available on your main menu dashboard, select "Marketing Materials" to see a variety of English and Spanish marketing flyers available for download. These marketing flyers are perfect to print or email to your renters.
- What is the promotion code field used for?
- - Frequently, RentPayment will offer promotions to select property management companies and renters. In order for renters to be entered into these promotions, the RentPayment marketing team will provide promotional codes for distribution. If you are interested in offering a promotion for your property, please contact our Marketing team at Marketing@RentPayment.com
Notifications
- How can I remove, add, or change my email address?
- - Log in to your RentPayment profile, select People, and search for your name. In the advanced search you can search by email or user name if you do not know the name of the account. Select the link to the right: [Update]. You can add, delete, or change the address, phone number, or email in your RentPayment profile. When you have updated the information that you want to change, click the "Update" button again.
- How do I stop my renter from receiving email reminders from RentPayment?
- - If a renter has moved or is no longer using RentPayment, you should deactivate the renter’s account. In order to do this, search for the specific renter’s name under the “People” tab. Once the renter’s profile appears, click "<<Inactivate." If a renter wants to unsubscribe from the ClickPay emails, instruct them to click the Unsubscribe link from the bottom of the email body.
- How can I stop emails sent from RentPayment?
- - When your account is set up with RentPayment, we will subscribe you to all notification emails. You can log in to your profile and change your email subscription settings at any time. Simply login to www.rentpayment.com, select Notification Subscriptions and click "Unsubscribe" if you do not want to receive these emails. If you would like to receive these emails, simply click "Subscribe" to receive them. If you are subscribed to any emails, then you will receive these emails: "From: RentPayment."
- Where do I find emails that were sent to me previously?
- - RentPayment keeps track of every email that is sent to you. You can locate and resend these emails at any time. Log in to RentPayment, select the main menu, and select Emails. You can view your email history and resend any email to yourself or to a new email address of your choice.
- When I get an Import or Export Failure email, what do I do?
- - Please contact your account manager to help you troubleshoot the syncing failure. If you do not know who your account manager is, please email AccountManagement@RentPayment.com.
- My check scanner is not working, what do I do?
- - First step, please verify that your check scanning is turned on and plugged into the computer. Next be sure to login to the check scanning driver software on your computer with your RentPayment username and password. This software icon is usually located in the lower right corner of your desktop next to the date and time. After you have done this, please attempt to rescan another check. If you continue to experience issues with your scanner, please contact AccountManagement@RentPayment.com.
General RentPayment Information
- What do I do when a renter moves out?
- - When a renter moves out you will need to deactivate their account. In order to do this, search for the specific renter's name under the "People" tab from the main menu. Once the renter's profile appears, click "<<Inactivate." Be sure to select all of the profiles that could have been created for that renter; more than one renter's name might appear in the search results.
- What is a user group and what are their access levels?
- - The user groups allow certain permissions to your managers. The corporate contact can choose to give/restrict access to certain parts of our service when creating their manager profiles. The different categories are as follows:
  - - Property Manager is for standard property managers at a community. The access allows you to run reports, request refunds, add or remove renters and make payments.
    - Accounting is a read-only version of a manager. They can run reports but cannot make payments.
    - Security is an additional group that you can add to a user profile to complement their user rights. Security users can add or deactivate other managers and define other user's access. Security is usually assigned to the corporate user.
    - Leasing Agent is the same as a Property Manager, but they cannot get the export files for integration.
    - Resident is where a renter can make payments to your property.
- How do I deactivate other staff members?
- - If you are a Security level user, you are able to add or remove other managers from RentPayment. If you would like to deactivate a staff member's profile/user access, you will search for the specific staff member's name under the "People" tab from the main menu. Once the staff member's profile appears, click "<<Inactivate."
- What reporting services are available to my management team?
- - Our most commonly used reports are the Transaction Activity Report and Statement Report. The transaction report will allow you to see every transaction for your property for a given date range. The statement report will allow you to see every bank deposit with detailed line item reporting. The Statement Report is extremely useful for daily bank reconciliations.
- Does RentPayment offer trainings for Managers?
- - Yes! For Property Managers, RentPayment's Account Management team will host a training and demonstration about RentPayment. We also offer monthly refresher webinars and marketing consultations to make sure that each community staff is maximizing their RentPayment platform. If you would like to sign up for the next month's training webinar, email Marketing@RentPayment.com to send you the webinar registration invitation.
  - RentPayment also offers a full video tutorial series in the MyRentPayment section of the main menu. This video tutorials section has 12 different videos to walk you through the various steps for using RentPayment and is available 24 hours a day/7 days a week.

Customer Service

CustomerService@RentPayment.com

Interested Property Manager

Sales@RentPayment.com

Marketing Requests & Inquiries

Marketing@RentPayment.com

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