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Frequently Asked Questions
Renter's Common Questions
Property Manager/Owner Common Questions
General Questions
Renter's Common Questions
How do I know if a payment was processed?
RentPayment sends payment confirmations to both you and your property via e-mail. We also notify you, by e-mail, if a payment has been reversed or cancelled. Additionally, once you have created an on-line profile, you may also login to our website at anytime to view your account history. As always, our Customer Service Representatives are also available 7 days a week. If you have questions regarding a payment, please call 866-289-5977.
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How do I reset my password?
If you have lost or forgotten your password give us a call, we'll reset it for you. Our website also contains a "Forgot Password?" link. To protect your profile from unauthorized use, our system will "lock down" your account after 5 failed log in attempts.
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How can I cancel or refund a payment?
RentPayment can only take refund or cancellation requests from property managers. If you would like a payment canceled or refunded, please contact your property management's office directly. They will contact our team for assistance.
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How can I change the email address on my profile?
You have the ability to update your profile information at any time. Log onto our website at www.RentPayment.com and supply your username and password to access your account or call our customer service team at 866-289-5977, one of our agents will assist you in updating your profile.
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How can I setup/cancel Click Pay reminder emails?
You may turn on/off the Click Pay reminder email at any time. Log onto our website at www.RentPayment.com and supply your username and password to access your account. Once in your account, click the "Click Pay" option to turn the service on/off. You may also call our customer service team at 866-289-5977, one of our agents will assist you with turning the Click Pay service on/off.
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How can I start/stop the AutoPay service?
You may turn on/off the Auto-pay at any time. RentPayment will automatically pay on the specified day each month. Once you create an account, select our "Set up an Auto-Pay" feature. You will need to provide your bank's routing number, your account number, the rent amount and the day you would like the payment processed. We will take care of the rest!
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How can I view my payment history?
You may access your account history at anytime. Once you log into our website click "account history". RentPayment's Customer Service Team is available 7 days a week to assist you with any questions.
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Why is my account inactive?
Our system will not allow 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 call our customer service team for assistance at 866-289-5977.
Common reasons that a profile would be set to inactive are: NSF on a previous transaction, Chargeback on a previous transaction, Manager from the property specifically set the account to inactive, or End of a lease for a resident.
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What is my balance due at the 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.
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How can I process online payments?
The process is simple. A resident may create a profile online, select their property and "make a payment". Transaction receipts are sent to your e-mail address within minutes.
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How can I process payments by Phone?
Residents may call, toll-free, 866-289-5977, to speak with RentPayment Customer Service, 7 days a week.
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Do you send payment confirmations?
Absolutely! RentPayment will send confirmation of all transactions to both the property and the resident. In order for a resident to receive a payment receipt, an e-mail address will need to be provided.
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Is your system secure?
RentPayment uses 256-bit AES encryption and we PCI and CISP Compliant. This program is intended to protect cardholder data-wherever it resides-ensuring that members, merchants, and service providers maintain the highest information security standard.
Verified by Visa:
RentPayment helps property managers mitigate chargeback risk through our "Verified by Visa" program.
MasterCard Secure Code:
MasterCard's program to helps property managers mitigate chargeback risk is the MasterCard Secure Code program.
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What are your convenience fees?
Our convenience fees vary based on the terms agreed to by each property and RentPayment. The convenience fee to process a payment for your property is disclosed on our website prior to the completion of each transaction.
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What types of services does RentPayment provide?
RentPayment provides Property Management Companies and their residents a convenient way to process rent payments. Renters can pay for their monthly rent using most major credit cards; we accept Visa, MasterCard, Discover and also offer the option to pay by electronic check.
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Why is my payment being declined?
RentPayment has not declined your payment; this is a response we have received from your banking institution. If you have received this message, please contact your bank for further details. Once you have, we will be happy to process your payment again.
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What is a convenience fee?
RentPayment pays fees to credit card companies for every transaction processed through our website. Our services provide Renters with a fast and easy way to pay their monthly rent using E-check, Visa, Mastercard, or Discover. The convenience fee helps RentPayment to continue to offer you these services.
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What is an E-Check?
E-check or electronic check is a way for you to make a payment using your bank account over the phone or on-line. It is handled the same way as a paper check by your bank. The process is simple. In order to use an electronic check 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. This method of payment can be used to set up auto-pay, for recurring payments.
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Property Manager/Owner Common Questions
How do I receive payment confirmations?
Confirmations are sent by both fax and e-mail, your choice. Payment confirmations are received within minutes of a transaction being completed.
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How will the different payments behave?
If your resident pays with a credit card, it is processed and authorized instantly. Electronic checks can take up to 5 business days to process through the resident's bank. RentPayment issues payment to your property for all transactions at the end of each business day.
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How do I offer your service to our residents?
Welcome! Set up is a simple process. Please contact our Director of Sales, Bill Evick, at 866-289-5977 ext. 231 or bevick@rentpayment.com.
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What is a user group and what distinguishes each group?
The user groups allow certain privileges to your managers. You can choose to give/restrict access to certain parts of our service when creating their manager profile. The different categories are as follows:
Property Manager is the normal property manager. They can run reports, add residents 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 to supplement their user rights. Security can add other managers. Security is usually a corporate user.
Leasing Agent is the same as a property manager, but they can not get the export files for integration .
Resident is where a resident can make payments to your property
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What reporting services are available to my management team?
Our most commonly used reports are the Transaction Activity Report and Statement Report. The transactions report will allow you to see every transaction for your property for a given date range. The Statements report will allow you to see every bank deposit with detailed line item reporting. The Statement Report is extremely useful for daily bank reconciliations.
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General Questions
Is Implementation easy?
Yes, quick too! Once Service and Merchant Agreements are completed, Clients will have access to all RentPayment tools and your residents can submit payments!
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What do I need to buy?
Nothing! If you have a computer with an internet connection you are all set. Our system is web-based, you just need a log-in, password and subscriptions to the items you need. However, if you are interested in our check scanning module, you will need to purchase a Scanner. You will also need a USB swipe in order to start taking payments in your leasing office. Think of the convenience for processing those application fees and/or deposits!
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Do I need to purchase any hardware/software?
Once again, you don't need to buy anything. As long as you have a computer that you can access the internet from you are ready to use RentPayment's services. If you will be using RentPayment as a Check Scanning Service, you will need to purchase the scanner and USB swipe before you get started.
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Should I hire extra IT professionals to manage the implementation?
No! You would not require an internal IT staff. RentPayment will handle your needs. Our staff is available to you to ensure that the start up will be a seamless process and to avoid any interruptions to you daily operations.
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Is RentPayment a secure site?
Yes. We have put security measures in place to help protect against loss, misuse or alteration of data under our control. RentPayment uses 256-bit AES encryption and we are PCI and CISP Compliant. This program is intended to protect cardholder data-wherever it resides-ensuring that members, merchants, and service providers maintain the highest information security standard. We also offer Verified by Visa and MasterCard Secure Code.
Verified by Visa:
RentPayment helps property managers mitigate chargeback risk through our "Verified by Visa" program.
MasterCard Secure Code:
MasterCard's program to help property managers mitigate chargeback risk is the MasterCard Secure Code program.
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Can I measure my tenant's use of RentPayment?
Yes. RentPayment services include detailed reporting that will allow PMC's to view the number of times your tenant's use our services. You also get detailed line item reporting that ties out to your bank deposits.
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Can tenants pay using credit cards, debit cards or electronic checks?
Yes. RentPayment offers many options for your tenant to make timely payments.
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How do I manage chargeback's or declined transactions?
RentPayment has dedicated staff members to manage and successfully represent these transactions on your behalf.
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What are your fees?
Convenience fees - these are flat fees that are charged to the cardholder at the time of the transaction (Credit Card and/or eCheck)
Property paid fees - these are percentage based fees that the property pays per credit card transaction.
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Can RentPayment offer integration to our accounting software?
RentPayment offers full accounting integration. This allows management companies to automate and streamline current A/R processes. Integration eliminates manual payment posting while also allowing residents to securely access updated online balance information. We will automatically post E-payments directly into property management accounting software ledgers. Integration is available for most major property management accounting software packages.
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