Pay by Phone

The Pay by Phone feature, explained

Table of Contents

1. Pay by Phone

With the Pay by Phone feature, you will be able to have your tenants call in at any time of the day, and use the automated phone system to pay their bill. When the customer calls in, the Pay by Phone feature will automatically search your location for tenants who have a Primary phone number that matches the number that they are calling in from. If the customer calls in from a different phone number, they have the ability to enter the Primary phone number that is on their account, and it will pull up their record.

2. Use Pay by Phone for All Numbers

Additionally, an Administrator can change the settings to search by all phone numbers listed on tenant's accounts. This will allow the customer to call in from their Mobile number, and the system will still automatically recognize them as the caller! In order to turn this on, you will have to navigate to your location settings, and click "Next" to access the "Sheet Assignments" tab. Once in there, you will want to click "Settings" next to "Collection rule", and check the appropriate box.

3. After recognizing the account

After confirming the account that the tenant wishes to pay, the system will list the unit and the balance, along with the paid to date. Then, the tenant can press 1 to make payment or 2 to speak to manager. If the tenant presses 1, then they will be prompted to enter the last 4 digits of an existing credit card on their account, or press * for a new card. If they select *, they will be prompted to enter the full credit card number and then hit * again. Next, they will be prompted to enter the CVC number, followed by the *. Finally, they will be prompted to enter the expiration date (in a mm/yy format), followed by *. Once all the correct information is entered, they will be prompted to press 1 to confirm the payment, and the payment will be processed. At this point, the customer will remain on the line until the payment is processed and confirmed. This takes about 10 seconds. The system will then let the tenant know if the payment was successful or not. If the payment was unsuccessful, the caller will be prompted to re enter the credit card information, or press 2 to speak to the manager.

4. Payment Declining?

If a payment is declining for the tenant, there could be a number of reasons why. Aside from an invalid credit card number or insufficient funds, there could be additional holds based upon how many days past due the tenant is, and restrictions on the amount past due for payments done through the API. These settings are designated in your management software, and your credit card processor.

If you feel that a payment should have gone through, please reach out to support at 877-552-2557, or by simply clicking the "Chat Now" button, and we will be able to look on an individual basis to see the return message we received from your management software.