FAQ |
Please visit our Privacy Policy page for more information.
Please visit the Payment Methods page to see all supported payment options available at your Property.
Your User Name in the top right corner provides a link to your User Profile.
Refer to Frequently Asked Questions. If you are unable to find your answer, please call or email per the information on the Contact Us link.
This only applies if your monthly rent amount is included in your Resident Bill that we send you each month. Payments are typically applied to your Resident Account by the next business day and reflected in the payee's ledger, so please allow time for this to process.
If you believe a payment has not been credited to your account, use the information on the Contact link to send an inquiry to our Support Team, including the following information:
- Your Name
- Your Property Name
- Unit Number
- Date of payment
- Payment amount $
- Payment Method (check, Resident ePay, Credit Card etc.)
- Provide any tracking Number or Proof of Payment
You may cancel a payment that is in Scheduled status only. Please visit the Payment History page to see available payments that may be cancelled.
Please note that Card, Check and Cash payments are not eligible to be cancelled.
You cannot change an existing payment. However, you may cancel a payment in a Scheduled status, then create a new payment.
Payment status is displayed in Payment History. Payment statuses include:
- Scheduled - the payment is scheduled to be processed by 6:00 PM PT on the scheduled date.
- Processed - the payment has been electronically processed by Resident ePay.
- Canceled - the payment has been canceled by you and will not be sent to the payee.
- Failed - the payment was returned to Resident ePay by your bank.
- Refunded - the payee has refunded the payment back to your bank account.
Payments are electronically credited to the payee.
The payment options available are determined by the payee and may include eCheck (ACH) along with debit and credit card.
To make an eCheck (ACH) payment supply your financial institution's nine-digit routing number and your checking account number.
If you have a checkbook, you can find the routing and account numbers printed on the bottom of your check. We recommend you
verify with your financial institution the information that should be entered to ensure the payment is accurately processed.
Payments may be scheduled on any calendar day up to one year in advance.
The payment is withdrawn from your bank account on the business day following your scheduled payment date.
Requests to update your Resident Account information received before your end of day payment deadline are normally made the same business day.
All other changes will be made on the next available business day.
Yes. Prepaid Cards are treated like any other Card payments, so provided the pre-paid card is supported by your Property, this is an acceptable form of payment.
Please note that we are unable to troubleshoot pre-paid card payments. Please refer to the customer service number found on the back of the pre-paid card.
Please note that we are unable to troubleshoot pre-paid card payments. Please refer to the customer service number found on the back of the pre-paid card.
Yes. Provided that your Credit Union accepts eCheck (ACH) payments. Please be sure to enter the Bank Account Number and Routing Number as shown on your checking account as supplied by your Credit Union.
The Payment Methods page provides an option for you to remove ALL your payment accounts at one time.
This action will also deactivate any AutoPay you have setup as well as cancel any scheduled payments associated with your user account.
Please note that we are unable validate the Bank Account Number provided at the time of set-up. Only the Routing Number is available for validation.
This means that your payment may be returned to us by your bank several days after this was submitted for payment.
The account number is unable to be validated at entry. This means that if there were any digits incorrectly entered
in the account number field, it will take several business days for your bank to identify and issue a bank return to RealPage.
You likely need to accept the Terms & Conditions which is required the first time you add a payment account.
It means the card account number entered is not for a debit card. Try to enter the payment as a credit card. We validate credit and debit card account numbers.
Your name must be listed and visible in our systems, before any access can be granted to a Resident Account.
- If you are a Roommate and need access to the account, please contact the Community Manager to have your name added to the Primary Account Holder's resident account. Once our systems have been updated to reflect these changes, a Roommate may then register online in the usual way.
- If you are a resident who belongs to a Student Housing property, the Primary Resident can add parents to the account. To do so, choose the "Add a parent to your account" link from the Resident Overview page. Once our systems have been updated to reflect these changes, a parent may then register online in the usual way.
- If you are a resident who belongs to a Condo or Assisted Living/Senior Housing community, the Primary Resident can add legally responsible parties to your account. To do so, choose the "Add a legally responsible party" link from the Overview page. Once our systems have been updated to reflect these changes, additional Users may then register online in the usual way.
If your payment was returned this means our system was unable to successfully process your payment with the bank account information used to process
the payment. Usually, this is due to insufficient funds or incorrect bank account information. Please speak to your bank or financial institution
if you need further assistance.
If your property supports this payment option, an AutoPay option will be presented on the Home page.
You may visit this page at any time to edit your AutoPay information.
According to your lease agreement, the owner of your community has chosen to have residents pay for individual utilities
usage and as a result, this keeps costs down and promotes conservation.
Bills are typically generated on a monthly basis but, there may be times where bills generate bi-monthly, quarterly, etc.
Ratio Utility Billing (RUBS) is a billing allocation method used when a community does not have meters installed in individual units.
This allows fort utility consumption to be calculated using a formula to determine each resident's utility bill.
The formula is usually based on information about your community, such as square footage, number of occupants, number of water fixtures in the unit, etc.
A new account fee, as allowed by law, is a one-time charge to the resident for establishing their account.
The new account fee is typically included with each resident's first monthly bill.
The monthly service fee included on your billing statement is a fee that covers the cost of maintaining and servicing your account.
A late fee, as allowed by law, will be charged to your account if payment is not received by the due date noted on your statement.
For accurate and timely posting to your account, please follow the payment instructions provided.
Returned check fees follow different rules and regulations relative to the state in which you reside and your payee.
If you are a Resident, your Community Manager will notify us when you Move-In or Move-Out of your apartment unit, so there is no further action that you need to take.
If you are part of a Condominium Community and recently sold your property, please navigate to the Contact page and send us a copy of Warranty Deed to confirm any change of status, so that we may update our records.
Please allow up to 4-6 weeks after your move in date, to receive your initial Resident Bill.
After that, you may register to receive your monthly Resident Statement via email, using our eBill service, as these are sent 24-hours after the bill is generated.
The usage cycle for billing varies for each community and is based upon the local provider's normal billing cycle.
Billing statements are normally generated on a monthly basis; however, there are instances where billing occurs every two months.
This depends on the meter system used at your Community. Typically, most meter reads are sent to us electronically using a wireless meter reading network.
The data is transmitted from a computer chip within the meter and is transferred to a host system via telephone modem or via internet.
Daily meter readings are captured and retained by us as a record of resident consumption.
This may be due but, not limited to, several factors, but the most common reasons include:
- Seasonal changes can cause increased usage.
- The Utility Provider may have increased their rates.
If you are a Resident, your Community Manager will notify us when you Move-In or Move-Out of your apartment unit, so there is no further action that you need to take.
If you are part of a Condominium Community and recently sold your property, please navigate to the Contact page and send us a copy of Warranty Deed to confirm any change of status, so that we may update our records.
If you are part of a Condominium Community and recently sold your property, please navigate to the Contact page and send us a copy of Warranty Deed to confirm any change of status, so that we may update our records.
The Balance Due in Make Payments reflects the charges your property provided to RealPage on the last update. Typically this happens once per day,
in the early morning. The Current Charges and Total Amount Due in Billing reflect the information as of the last bill date.
This card account was entered 12 or more months in the past; for security reasons the card account has been removed from Resident ePay.
For continued use of this card account, please re-enter in Payment Method.