Online Payment Frequently Asked Questions

Answers to some common online payment questions

Hardware/Software:

Q: Do I need any special hardware or software to sign up for the Remote Payments Online Service?

A: No special hardware or software is required to use this service. You will only need Web access and your Internet Explorer browser. Please note that Firefox works for most aspects of the application.

Enrollment:

Q: How am I billed for Remote Payments Online Service?

A: There is no cost for enrolling in and using Remote Payments Online site. See the service Terms and Conditions for complete details.

Q: If I am currently enrolled in the Direct Debit Rental Payment Program, can I still sign up for Remote Payments Online?

A: No. You must cancel your participation in the Direct Debit Rental Payment Program before you can Enroll or make a One Time Payment online. You can cancel your Direct Debit participation at any time by submitting your request in writing to the Leasing Center. Please note that if your request is received less than seven (7) business days before the 1st of the month, your participation will not be cancelled until the following month. You can confirm the date of your cancellation in the Direct Debit program by contacting the Leasing Center.

Q: Where can I find my account number?

A: You can find your account number in the upper right hand corner of your monthly invoice.

Q: I receive an error message saying “The system cannot validate your account information. Please try again” when trying to Login.

A: Please be aware that your account number is case sensitive – use all capital letters. If you continue to receive this message, please contact your Leasing Center.

Q: What if I forget my password?

A: For security reasons, we ask that you set a new password. From the Login screen, click on “Forget your password,” and follow the instructions. You will be sent a temporary password to your email address on file. Please copy and paste this temporary password onto the Login screen as it is case sensitive. After successfully logging in you will then be asked to set a new password of your choice.

Q: What is the format for creating passwords?

A: Passwords must be at least 8 characters long. It must contain letters and at least one number. Please note that the number can not be the first character or the last character. Special characters (#@%&*!) may not be used.

Password Examples: apt123ser – apartment55serv – a444services

Q: Once I Enroll, am I automatically set up for the Automatic Payment feature?

A: No, you will need to set this special feature up. Please see section below titled “Setting up Automatic Payments” for directions.

Q: I received an error message saying my account nickname value is invalid. What should I do?

A: Please be aware that your account nickname should be 2 or more characters long.

Making a Payment:

Q: After enrolling in Remote Payments Online Service, when can I start paying my bills?

A: After you complete and submit the enrollment form, we process your enrollment and activate your service immediately.

Q: I have multiple lease holders that share a residence; can everyone enroll to use this service and pay their portion?

A: No, only one person can enroll for each account. You should designate one person to be responsible for making the entire payment each month. We strongly recommend that you do not share your password with anyone. However, another lease holder can make a One Time Payment on the account for a particular month.

Q: I am responsible for several leased addresses under a corporate lease agreement. Can I pay on all of those accounts under one Login?

A: Yes, you may store up to 5 different accounts to pay on per enrollment.

Q: What name should I use for the bank account field?

A: It is recommended that you use your first and last name as it appears on your bank account.

Q: Can I use more than one checking and/or savings account to pay my account?

A: Yes, you may use up to 5 checking and/or savings accounts to pay from.

Q: I received an error message saying my account nickname value is invalid.

A: Please be aware that your account nickname should be 2 or more characters long.

Q: When is the money for the payment drawn from my bank account?

A: The funds for the payment may take 2 –3 business days to post to your bank account. Keep in mind that you should always have funds available to cover the payment on the date it is submitted online.

Q: How far in advance of the due date should I make my payments?

A: We suggest that you make your payment at least 3 business days prior to the due date to allow ample time for processing. However, online payments are date and time coded, and therefore your Apartment Services account will be credited with the date you process your payment through Remote Payments Online.

Q: Do I have to pay the entire current charge amount due?

A: Yes, you need to make a payment for the full amount due using the Online Payment system. No partial payments are accepted.

Q: I see the future base rent amount showing on my account along with the current month’s charges. Am I required to pay this future base rent now before the actual due date?

A: We provide you the opportunity of paying next month’s rent up to 7 business days before the 1st business day of the month if you wish to do so.

Q: How do I know if the amount shown online is the correct amount?

A: Your account is updated daily, 7 days a week, and is available after 6:00 PM.

Q: The amount for my billing statement seems incorrect. What should I do?

A: If you have questions about your invoice, please contact your Leasing Center.

Q: How can I confirm that a payment has been made?

A: After the payment date, check the status of the payment by looking in “Payment History.” If the status is “Complete,” then the payment has been sent. You can also check to see if the funds have been drawn from your bank account. It may take 2 – 3 business days to post to your account.

Q: Will I be charged for a returned payment?

A: Yes, you will be charged $25.00 for any returned item. You will receive an email informing you of any returned item. This amount will be added to your account. The full amount due should be paid immediately in order to keep your account current.

Q: When will I receive an email confirmation for a payment I just made?

A: Your email confirmation may take up to 24 hours to receive. If you did not enter an email address, you will not receive an email confirmation.

Q: I made a mistake and need to change some information, but I’ve already clicked on Confirm. Can I use the back button to go to the previous screen?

A: No, please do not use your back button or click Confirm more than once. You should go to the “Payment History” screen as soon as possible and click on “Cancel” next to the payment you just made. As long as the payment status is “Pending” you will be able to cancel this transaction. If you have problems with this step, please contact your Leasing Center as soon as possible for assistance or you may email payhelp.

Setting up Automatic Payments:

Q: How do I set up an Automatic Payment?

A: After you enroll, go to “Manage Profile”, click on “Billing Accounts”, click on “Add” under Automatic Payment. You will see that is currently says “Off”. Follow instructions on screen to add an Automatic Payment.

Q: I have signed up for the Automatic Payment feature. Will the amount due remain the same each month?

A: Not necessarily. You should Login to your account at least 3 – 5 days prior to the 1st of each month to review your current charges. Resident hereby acknowledges that Apartment Services, Inc. will process future scheduled online payments for rent payments or any other sum due and payable to Apartment Services, Inc. pursuant to the Rental Agreement.

Q: Can I choose any due date when setting up my Automatic Payment?

A: This option will only allow Automatic Payments to be paid on the 1st business day of each month.

Q: How long will the Automatic Payment feature continue?

A: You can continue your payments indefinitely, cancel it, or you can set an ending date. Payments will not be made after the date you specify.

Q: Can I change bank account numbers once I have already set the Automatic Payment feature up?

A: Yes, you can modify the funding account at any time.

Canceling Enrollment:

Q: How do I cancel my Remote Payments Online Service?

A: You can cancel the service yourself by de-enrolling your account from the “Manage Profile – Change Personal Information” page. You will see the “Cancel Enrollment” option.

Q: I am moving. What do I need to do to cancel my Automatic Payment option?

A: You must Login and go to “Manage Profile”, “Billing Accounts” and select “Cancel Automatic Payment”. Click on “Confirm” at the bottom of the page to deactivate this option. Your Automatic Payments will end upon the date of deactivation. Please be advised however; that you will need to cancel the Automatic Payment before 12:00AM of the 1st to prevent processing for that month.