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Tenant Portal Features

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Topics covered in this article include:

Registering for a Tenant Portal Account Online
Your tenants can self-register for a tenant portal account directly through your Propertyware-hosted portal. To self register for a tenant portal account:
  1. Your tenant needs to visit your Propertyware-hosted portal and click the Tenants link in the navigation. Alternatively, you can directly link to this page from your own hosted web site.
  2. The tenant requests access by clicking the Sign Up button on the Tenant Portal Log-in page.
  3. The tenant must complete the sign-up form that includes all of his or her contact information and a comment.
  4. After the sign-up form has been completed, the tenant clicks the Submit button. This sends the request to Propertyware, where the system attempts to match the submitted information with a contact on one of your active leases.
  5. A confirmation page appears online to the tenant, indicating that the account request has been sent to their property manager.
  6. If Propertyware were able to successfully match the contact, the tenant receives an e-mail with his or her log-in information and a link to your tenant portal
  7. If Propertyware cannot locate the tenant contact in your Propertyware account, an e-mail is sent to the designated users from Propertyware’s setup.


Logging into the Tenant Portal
  1. A tenant must have an active account for the tenant portal before attempting to log in.
  2. The tenant visits your Propertyware-hosted portal and clicks the Tenants link in the navigation. Alternatively, you can directly link to this page from your own hosted web site.
  3. The tenant enters his or her user name and password in the Log-in page. The user name and password should have been received in an e-mail when he or she signed up for an account or you enabled the account from the Contact Summary page in Propertyware.
  4. Once tenants log in, they see a snapshot of their account on the My Account tab and have access to the features of the tenant portal that you enabled.


Recovering a Lost Password
If tenants lose their password, they can recover it online from the Log-in page of the tenant portal.
  1. The tenant should visit your Propertyware-hosted portal and click the Tenants link. Alternatively, you can directly link to this page from your own hosted web site.
  2. The tenant then clicks the Forgot Your Password? link from the tenant portal Log-in page. This link appears just below the Sign In button.
  3. The Forgot Password page allows the tenant to retrieve the password through e-mail. The tenant enters his or her first name, last name, and e-mail address, and then clicks Submit.
  4. A confirmation page appears, indicating that the new password has been e-mailed.
  5. If the tenant has an active tenant portal account enabled on the Contact Summary page in Propertyware, he or she receives an e-mail with the user name and password.


My Account Page
The My Account page of the tenant portal gives your tenants a basic summary of all the activities on their account, with tools to communicate with your management team. Your tenant can perform the following functions from the My Account page:
  • View a community message entered by your management team from Portals > Tenant Portal in Propertywar.
  • View a list of leases where the tenant has been attached as a contact. Your tenant can also view a summary of the Tenant Ledger.
  • Set up an ePayment account and make a one-time or recurring payment.
  • View or update their contact and log-in information.
  • Submit a service request and check the status of all open Work Orders.
  • Communicate with your management team using Conversations.


Editing Contact Information
Your tenants can update their contact information by following these steps:
  1. Sign on to the tenant portal account.
  2. Click the Edit button from the My Contact Information list that appears on the My Account page.
  3. The next page allows the tenant to update address information and contact phone numbers.
  4. Click the Save button to submit the changes.


Changing a Password
Your tenants can change their password to their tenant portal account by following these steps:
  1. Sign on to the tenant portal account.
  2. Click the View Detail button from the My Contact Information list that appears on the My Account page.
  3. Click the Change E-mail and Password button on the next page.
  4. Your tenants can change their e-mail address by updating the E-mail field.
  5. To change the password, your tenant will need to enter the current password, followed by a new password.
  6. Click the Save button to submit the changes.


Setting Up an Electronic Payment Account
This feature is only available if you are subscribed to Propertyware ePayments. For more details, please contact your account representative.
Your tenants can use the convenient feature of viewing their Tenant Ledger balance and making one-time or recurring electronic payments online. Your tenants can update their payment information by following these steps:

To set up an electronic payment account in the tenant portal:
  1. Sign on to the tenant portal account.
  2. Click the My Payments button, and then click Payment Accounts from the drop-down list. If your tenant has never set up an ePayment account, a Make Payment button appears on the My Account page.
  3. Click the Add Payment Account button.
  4. To edit an existing ePayment account, first click Delete ePayment Info for the appropriate ePayment account, and then click Add ePayment Info.
  5. Select "E-Check/Bank Info" or "Credit Card."
  6. Enter or update the account information.
  7. Click the Save button to submit the change.
With a payment account on file, your tenant can now make an electronic payment through the tenant portal.


Making Payments
This feature is only available if you are subscribed to Propertyware ePayments. For more details, please contact your account representative.
After the tenant sets up a payment account, he or she can make payments from the Payments tab of the tenant portal, set up auto ePayments, and check an account balance. Tenants can also Give Notice from this area of the tenant portal.

The tenant can make a payment on the tenant portal by following these steps:
  1. Sign on to the tenant portal account.
  2. Click Make One-time Payment on the My Rentals page or from the My Payments drop-down list.
  3. Tenants can choose the property from the Rental drop-down list, select the payment method, and then enter the amount of the payment they wish to make. Below, they see the current account balance on their lease, and can enter the amount to pay electronically in the Amount field. Any fees for using this feature are indicated below the Amount field and are reflected in the total that they confirm in the next step. Tenants can also see their Payment Account information displayed below. Click Next to proceed.
    If the tenant makes an ACH/eCheck payment, he or she should take into consideration that the settlement of their payment can take 3 - 5 days in the case of electronic checks. To avoid a non-sufficient funds fee for eChecks, tenants must ensure to enter accurate banking information and have sufficient funds to cover the payment.
  4. The tenant confirms the payment by entering the exact amount of the payment in the Confirm Payment Amount field. If there is a convenience fee that you are passing to tenants, they must confirm the amount, which includes the convenience fee. To complete the process, the tenant clicks the Submit button.
  5. Saving the confirmed payment brings the tenant to the payment receipt page. After the tenant’s electronic payment is submitted and approved, it appears on the Tenant Ledger as "Pending." When the ePayment settles, the status is updated.


View Payment Detail
This feature is only available if you are subscribed to Propertyware ePayments. For more details, please contact your account representative.
  1. Sign on to the tenant portal account.
  2. Click My Rentals.
  3. If Allow Tenants to View Ledger is set to "Yes" in Propertyware, the Tenant Ledger resembles the one available to your management team from within Propertyware. The Tenant Ledger displays a summary at the top with the total of all unpaid charges, sum of all deposits held, and any credits in the form of prepayments. Optionally, if you enabled this feature in the tenant portal, the tenant can view a list of all transactions. This table shows all charges, payments, adjustments, and more. The details include the date of the transactions, reference number, comments, amount, and balance.
  4. The tenant can print a copy of the Tenant Ledger by clicking the Print button at the top of the page.


Setting Up Auto Payments
This feature is only available if you are subscribed to Propertyware ePayments. For more details, please contact your account representative.
With Auto Payments, your tenants can set up a monthly automatic debit from their credit card or checking account. Tenants simply chooses the start date, day, and the month they want to make your payments, and the amount they want to pay. The tenant can modify or cancel the scheduled payment at any time. Once an auto payment is scheduled, payments are made without the tenant incurring late fees.

The tenant can set up an auto payment on the tenant portal by following these steps:
  1. Sign on to the tenant portal account.
  2. Click the My Payments button, and then click Schedule Recurring Payment from the drop-down list.
  3. The tenant is taken to the Recurring Schedule Setup page.
  4. Choose the property from the Unit drop-down list, select the Payment Account, and then enter the Payment Amount. Any fees for using this feature are shown below the Payment Amount field and are reflected in the total the tenant confirms in the next step. The Start Date and Frequency fields are required fields. If no End Date is set, the auto payment continues indefinitely. To continue, click the Next button.
If the tenant makes an ACH/eCheck payment, he or she should take into consideration that the settlement of their payment can take 3 - 5 days in the case of electronic checks. To avoid a non-sufficient funds fee for eChecks, the tenant must ensure that they enter accurate banking information and there are sufficient funds to cover the payment.
  1. Your tenant confirms the auto payment by entering the exact amount of the payment in the Confirm Auto Payment Amount field. If there is a fee, the tenant must confirm the amount, which includes the fee. To continue, click Save.
  2. This action brings the tenant to the Auto Payments page, where he or she can view or delete the auto payment.


Deleting an Auto Payment
This feature is only available if you are subscribed to Propertyware ePayments. For more details, please contact your account representative.
  1. Sign on to the tenant portal account.
  2. Click the My Payments button, and then click Schedule Recurring Payment from the drop-down list.
  3. Click the Delete icon for the auto payment that needs to be deleted.
  4. Click OK to confirm the deletion the auto payment. This returns the tenant to the Scheduled Payments page.


Submitting a Service Request
Tenants can submit service requests and check the status of existing ones from their tenant portal account 24x7. To create a new service request, your tenant must follow these steps:
  1. After signing onto the tenant portal, click the New Service Request button on the My Account page, or click the Maintenance link and then the New Service Request button.
  2. This action brings the tenant to a form where they can indicate their problem:
    Field NameDescription
    Building / UnitChoose the location for the service request. If the tenant occupies a unit in a multi-unit building, he or she has the option to choose the unit or the building.
    Specific LocationUse this field to more specifically describe the location of the maintenance problem.
    DescriptionThis is a description of the maintenance problem. Encourage your tenants to include thorough details of the problem they are encountering to help you service their needs.
    Preferred Time to EnterThis field allows the tenant to grant your management team or a vendor access to the unit. Tenants can select "Anytime" or designate a Preferred Date and Time.
    Attach DocumentThe tenant can upload a photo or attach a document to help your management team understand the problem.
  3. Once the tenant has completed the form, he or she can click the Save button.
  4. Once the service request has been created, the tenant views the detail, where he or she has additional options such as editing, cancelling, or creating another service request.


Adding Comments to a Service Request
Tenants can communicate with your management team using the comments feature in the tenant portal. Tenants can add comments to a Work Order 24x7 and view comments made by your management team on the same Work Order through Propertyware’s Maintenance module. Propertyware notifies both your tenants and the property manager assigned to the building they occupy when a new comment is added to the Work Order.

To add a comment to a Work Order:
  1. After signing onto the tenant portal, tenants click the Maintenance link.
  2. The next page lists all the service requests submitted by the tenant.
  3. The tenant locates the appropriate service request from the list, and then selects the "View" option from the drop-down list in the Action column.
  4. The next page displays the detail of the service request submitted by the tenant. Tenants can submit a comment on the service request they are viewing by clicking the New Comment button, entering a comment, and then clicking the Save button.
The new comment appears on the Service Request detail page. In addition, an e-mail is sent notifying your management team of the new service request.&

Comment Alerts
Propertyware sends a new comment alert when a new comment is created in the tenant portal. This comment alert is sent to the property manager assigned to the building that the tenant occupies. If no property manager is set on the tenant's building, the alert is sent to all administrators.



Editing an Service Request
  1. After signing onto the tenant portal, click the Maintenance link.
  2. The next page lists all the service requests submitted by the tenant. Choose Edit from the Action column drop-down list for the applicable service request.
  3. This action brings the tenant to the edit page for the service request. The tenant can make changes to the service request, and then click the Save button. The edited service request appears on the page.

Cancelling a Service Request
  1. After signing onto the tenant portal, click the Maintenance link.
  2. The next page lists all the service requests submitted by the tenant.
  3. The tenant locates the appropriate service request from the list, and then selects the "View" option from the drop-down list in the Action column.
  4. Click the Cancel Service Request button from the Service Request Detail page.
  5. The status on the Service Request Detail is changed to "Cancelled By Tenant." The canceled Service Request no longer appears on the Home tab in the Open Service Requests section.


Viewing Shared Documents
You can share documents with your tenants online for self-service access. You can share any documents attached to the tenant’s lease, building, or unit. Tenants can view these documents by following these steps:
  1. After signing onto the tenant portal, click the Documents link.
  2. The next page lists all the documents you attached to the tenant's building and/or unit in the Buildings Documents list. In addition, any documents attached to the tenant’s lease appear in the Lease Documents list.
  3. To download a document, tenants simply click the link in the File Name column.
 
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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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