KB2 - Using the Tenant Portal
 
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Using the Tenant Portal

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Description of Issue
The Tenant Portal provides you real-time access to information about your lease via the internet. From the Tenant Portal, you can:
  • Review and edit contact information.
  • Create and manage services requests.
  • View your rental details.
  • Give notice.
  • Communicate with the property management team.
  • Review documents shared by the owner or property management company.
Instructions
Use the following quick links to jump directly to information on the following topics:

I. Getting Started with the Tenant Portal
II. My Account III. My Rental IV. My Payments V. Maintenance VI. Documents
VII. Renter's Insurance



Getting Started with the Tenant Portal
Access the Tenant Portal from your property manager's website. While every web site will be unique, you should see an obvious link that takes you to the Tenant Portal Sign-On page.
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Signing Up for a Portal Account
You can sign up for your Tenant Portal account at the property management company website.
  1. From the Tenant Portal link, click the Sign up button.
  2. Fill out all the required fields and click the Submit button. Note that the information you submit must match to the information on your lease file.
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After you submit your request, your property manager will activate your account. When that is completed, you will receive an email message from your property management team with sign-on instructions.

Sign on to your account to access your personalized data published by the property management team.


Signing On to the Tenant Portal
You must have an email address to have an account to your owner portal. Your property manager uses this address to set up your account and sends you an email message with sign-on instructions to your portal. In most cases, your email address is the username.
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If you forget your password, use the Forgot your password? link to request a new password. You need to provide your first and last names and email address. Enter the same email address that your property manager has on file for you. The Tenant Portal has navigation tabs on the top as shown below. Click a tab to select it. The selected tab changes to white.
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Your Tenant Portal may have some or all of these tabs and the tabs might have different names. For example, the management company may rename My Rental to Statements. However, the function of the tabs remains the same.
  • My Account: This tab provides an overview of your profile, your lease, and your contact information and lets you communicate with your management team.
  • My Rental: This tab shows lease details about your lease.
  • My Payments: This tab provides payment details about your lease.
  • Maintenance: If your management company is using online service requests on the Tenant Portal, this tab lists all your maintenance requests in chronological order regardless of status.
  • Documents: This tab provides links to shared building, lease, or other documents posted by the property manager.
  • Renter’s Insurance: This tab contains information about your renter’s insurance policy.
The following links are located in the upper right-hand corner of your portal and direct you to different locations.
  • Help: This link takes you to help topics for the Tenant Portal.
  • Logout: This link closes the session in the portal. Always log out at the end of every session to maintain the security of your account.


My Account
The My Account page provides an overview of your account information and a series of options that allow you to manage your account. Which options are available depends on which online features your management team is using.
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The My Account page provides the following buttons and sections:
  • Make Payment: If your management company is using online payments on the Tenant Portal, you can use this button to make an online payment for your account and to set up a payment account.
  • New Service Request: If your management company is using online service requests on the Tenant Portal, use this button to create new service requests.
  • Community Message: This area is used by your management company to post messages to you and other tenants.
  • Summary: This section shows your account balance and allows you to review your account activity. If your management company is using online payments on the tenant portal, you can also make payments here.
  • Renter's Insurance Policy: If you have a renter's insurance policy, the policy information is shown here.
  • My Contact Information: This section displays your contact information and allows you to manage that information and change your password.
  • My Open Service Requests: If your management company is using online service requests on the Tenant Portal, this section allows you to review, cancel, and edit your open service requests.
  • Conversations: This section allows you to have conversations with your management team.

Viewing Your Contact Information
You can view your contact information directly from the My Account page. The contact information includes home, work, and mobile phones as well as the email address that is on file for you.
StepAction/Page
Click the View Detail link to view your contact information.User-added image
The following information is displayed:
First name
Last name
Email
Company
Address
Home Phone
Work Phone
Mobile Phone
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Editing Your Contact Information
You can edit your contact information from the My Account page.
StepAction/Page
From the My Account page, click the Edit link.User-added image
Update the relevant fields.


 
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You cannot change your name. You can change your email address from the View page, but not from the Edit page.
Click the Save button.User-added image

Changing Your Email Address or Password
You can change your email address or your Tenant Portal password from the My Account page.
StepAction/Page
From the My Account page, click the Change Email/Password link.User-added image
Update the email address and/or password. Your current password is automatically entered, but is hidden.User-added image
Click the Save button.User-added image

Conversing with the Management Team
You or your management team can initiate conversations. They provide you an easy way to communicate with your management team. For example, conversations can be used to ask basic questions that fall outside the scope of a maintenance request. All conversations are displayed at the bottom of the My Accounts page, with the full conversation thread shown in chronological order.
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Starting a New Conversation
Either you or your management team can start a new conversation. Both you and the management team are sent email notifications when a conversation is started. You can start a conversation from the My Accounts page.
StepAction/Page
Click the New Conversation link.User-added image
The lease displays automatically. If you have more than one lease, select the lease in question from the drop-down list. Enter your comment or question in the Description field. User-added image
Click the Save button.User-added image

Replying to an Existing Conversation
All existing conversations appear in the Conversations section of the My Accounts page. Each time a comment is added, the recipient is sent an email notification. The comments are listed in chronological order, starting with the original comment on top.
  1. To reply to a conversation, just type your response in the blank "Write a comment..." field at the bottom of the conversation.
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  1. Click the Save button to post your comment.

Creating a New Service Request
Creating a service request is an easy way to inform the management team that maintenance is required. If your management company is using online service requests on the Tenant Portal, you can use this feature to report a maintenance request, choose a time for the repairs, and attach any document that may be relevant to the process.
StepAction/Page
From the My Account or Maintenance page, click the New Service Request button.User-added image
Fill in all the relevant fields:








 
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Building/UnitConfirm your address.
Specific LocationEnter the location within your building or unit.
DescriptionDescribe the issue.
RequestorDisplays your name.
Primary PhoneChoose or edit your contact phone number.
Email AddressConfirm your email address.
PriorityIdentify how serious the problem is.
Preferred Time to EnterEnter the best time to receive service.
Attach DocumentBrowse your computer for relevant files and attach the file to the request.
Click the Save button to save and notify the management company via email.User-added image
If you leave a required field blank, an error message displays. Correct the errors and click the Save button again.

Reviewing, Canceling, and Editing Existing Service Requests
If your management company is using online service requests on the Tenant Portal, you can view your service requests on the My Account page. You can also review or cancel existing service requests. If the "Edit" option appears in the Action drop-down list, you can make changes to an existing service request. The My Open Service Requests section of the My Account page displays the SR # (service request number), the date the request was created, and provides an Action drop-down list with the options to review, edit, or cancel the request.
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  • View Detail takes you to the Maintenance page and lets you review the details of the service request.
  • Edit allows you to edit the fields in the request (when present).
  • Cancel option cancels the request.
The My Rental page allows you to review the details of your lease(s). The page is divided into two sections: Rental Detail displays information about your lease and the Ledger shows charge and payment detail on your account. Buttons at the top of the page allow you to give notice or print your lease summary.
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Giving Notice
The Give Notice button allows you to notify your management team that you are moving out. This feature automatically notifies the management team that you have given notice.
StepAction/Page
From the My Rentals page, click the Give Notice button.User-added image
Complete all relevant fields.User-added image
Click the Save button.User-added image

My Payments
If your management team has enabled electronic payments, The My Payments pages allow you to set up an online payment account, make a payment, and set up an automatic payment schedule.

Setting Up an Online Payment Account
If your management team has activated electronic payments for the Tenant Portal, you will be able to set up an online payment account and pay your rent online. First, you need to set up your payment account. Depending on how the management team has set up the Tenant Portal, you will be able to set up automatic checking (E-Check), credit card payments, or both.
StepAction/Page
Click the Payment Account button on the My Rentals page.

 
Setting Up an Online Payment Account
Alternatively, click My Payments and then select Payment Accounts from the drop-down list. User-added image

If you need to update or change Payment Account information related to payment methods, click the Delete button User-added image associated with the Payment Account to be changed, then click the Add Payment Account button and add the Payment Account with the updated information.

When the Edit Payment Account button User-added image is present, click it to update your payment account ID information.

Select your payment method.


 
Select Payment Method
You can store both credit card and e-check information.
If you select the E-Check option, enter the banking information for the account.
 
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The system verifies that the routing number is an active routing number. Always double-check the account number to make sure you have entered the correct information. Incorrect information can result in a returned check.
If you select the Credit Card payment method, enter the card information.User-added image
For both methods, enter your billing address. User-added image
Payment receipts for electronic payments will be sent to the Billing Email address provided here.
Click the Save button.User-added image

Making a One-Time Payment
You can make a one-time credit card or E-Check payment from one of your online payment accounts.  To make a one-time cash payment, you can use the RentMoney feature (if it is available to you).

Note that online transactions can take up to five business days to process, depending on the transaction type.

When you make an online payment, the information that is shown to you and the way you make the payment can vary, depending on your account and the way the management company has set up online Payments. You may see some or all of the following features:
  • Minimum Payment: If you have an open balance, you may not be allowed to make a partial payment. In this case, you will see a Minimum Payment amount on the payment page.
  • Convenience Fee: If your management company charges a convenience fee for online payments, you will see the fee amount displayed beneath the Amount field.
StepAction/Page
Click Make One-Time Payment.Make a One-Time Payment
The Select Payment Method page opens.Select Payment Method
Select a payment method (the payment methods available to you may differ from those shown). 
Click Continue.
If you selected E-Check or a credit card as the payment method, but you have not set up an online payment account for that method, the New Payments Account page opens.

Follow the steps outlined in Setting Up an Online Payment Account to create an account for the payment method you selected.
 
If you selected E-Check or a credit card and you have already set up an online payment account for that method, the Make One-Time Payment page opens and the information for the account is automatically provided.User-added image

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Complete any additional information that is required:
  • For E-Check payments, you must provide the Payment Amount.
  • For credit card payments, you must provide the Card Security Code and the Payment Amount.
If there are convenience or service fees associated with the payment type you selected, they will automatically be added to the Payment Amount you provide.
Click the Next button when your changes are complete.
Confirm the payment amount and click the Submit button to process the payment.

To change the payment amount, click the Previous button.

 
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To prevent duplicate billing, click the Confirm button only once.
The page then provides a confirmation of your payment, including a Confirmation #. Additionally, an email message with the receipt is sent to the Billing Email provided on the ePayment account.User-added image
If you selected RentMoney, the Make a Cash Payment page opens.User-added image
For RentMoney payments, you can select Balance to make a payment of the full amount you owe, or, if it is available, you can select Partial Payment and enter the amount of the payment.
If there are billing fees associated with RentMoney payments, they will automatically be added to the amount you choose to pay.
To locate a payment center to process your RentMoney payment, click Search Payment Centers and follow the directions provided. 
To create your cash payment voucher, click Cash Payment Voucher. 
The RentMoney Voucher opens.

To complete your RentMoney payment, follow the steps included on the voucher.
You can print the voucher and give it to the payment center associate, or you can give the associate the account and payment information included on the voucher:
  • Biller Name: RentMoney
  • Account Number: Unique ID number created for this RentMoney payment
  • Tenant's Name: Your name
  • Payment: Amount of the payment without the bill payment fee.
  • Bill Payment Fee: Amount of the bill payment fee.
  • Total Payment: Total of the payment amount and the bill payment fee.
RentMoney Voucher
If you are making the RentMoney payment using the Tenant Portal Mobile Application, you can give the associate the account and payment information, or you can show the associate the voucher on your phone or mobile device.

Setting Up Auto ePayments
Once you have set up an online payment account, you can schedule an auto ePayment to automatically pay your rent from your credit card or checking account. You can choose a start date for recurring payments. You can cancel the auto ePayment at any time.
StepAction/Page
Click the Payment Account button on the My Rentals page.

Alternatively, click My Payments and then select Payment Accounts from the drop-down list.
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Click the Schedule Recurring Payment button.User-added image
Complete all required fields and click Next.

 
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If there is one, the convenience fee or service fee is displayed under the Amount field.
Confirm the total amount to be paid each time and click the Save button.User-added image

Viewing Scheduled ePayments
You can view or delete your future-dated one-time ePayments and auto ePayments at any time.
StepAction/Page
Click the Payment Account button on the My Rentals page.

Alternatively, click My Payments and then select Payment Accounts from the drop-down list.


Then, click the Schedule Recurring Payment button.
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To delete a pending one-time payment or recurring auto payment schedule, choose Delete from the Action drop-down list.User-added image
Click the OK button to confirm.User-added image

Editing Payment Accounts
In some instances, you may be required to update your payment information.
StepAction/Page
Click the Payment Account button on the My Rentals page.

Alternatively, click My Payments and then select Payment Accounts from the drop-down list.
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Click the Edit Payment Account button User-added image.User-added image
The Edit Payment Account button only appears when you are required to update your payment account ID information.

If you need to update or change Payment Account information related to payment methods, click the Delete button User-added image to delete the existing account, then click the Add Payment Account button and create a new payment account with the updated information.
Update the Additional ID Requirements, then click Save.User-added image
If your management company is using online service requests on the Tenant Portal, you will have a Maintenance tab. The Maintenance page allows you to view both open and closed service requests, edit current requests, and open a new service request. The requests are listed in chronological order with the most recent requests at the top. For each request, you can see the date it was entered, the issue, and its status.
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The Action field allows you to "View Details" of the service request or, if the "Edit" option is available, to change an open service request.

Viewing a Service Request
To view a service request in any status, select "View Details" in the Action list for that request. In addition to viewing the details of the request, you can also view any documents or photos attached to the service request or have a conversation with the management team.
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Changing a Service Request
If "Edit" is available in the Action list, you can change an existing service request.

To make changes to an existing service request, choose "Edit" in the Action list for that request, then make any needed changes and click Save.
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Canceling a Service Request
If you want to cancel a request, begin by selecting "View Details" in the Action list for that request. While viewing the request, click the Cancel Service Request button.
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Documents
Use the Documents tab to view building, lease, or other important documents shared by your management team. Your management company may or may not include Inspection documents, as shown here. When a new document is uploaded to the Tenant Portal, you receive an email notification.

Click the Documents tab to see a link to the document along with its size, date uploaded, and the name of the person who uploaded the document. To open the document, click the link.
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Documents indicated by an asterisk (*) are eSignature documents that require action from at least one signer. Once an eSignature document is complete, the document on your portal will update with the completed fields visible on the document.

You need the appropriate software installed on your computer to view the document.


Renter's Insurance
The Renter's Insurance tab displays your renter insurance information, if any. Once you purchase a policy and report that policy to the management team, the policy information is posted on the Renter's Insurance tab.
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The foregoing information is confidential and proprietary to RealPage, Inc., and is intended solely for its customers' business use. It may not be distributed to third parties without RealPage's express permission. The information may include observations regarding the perceived practices or procedures of third parties. RealPage does not represent such third parties and you are encouraged to contact them with any questions relating to their practices or procedures.

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