Payment FAQ for Residential Admins

Payment FAQ for Residential Admins

Payment FAQ

If your property is taking payments through VTS Rise, you can use your management portal to view recent payments, confirm payment failure details, as well as disable auto payments per resident. 

Can I take payments for reservations or work orders without taking rent payments?

Yes, please reach out to your VTS Rise contact for assistance.
 

How do I view transaction status?

Step 1
Select Advanced from the left navigation menu then select Ledger. In the upper navigation bar, select Transactions.


Step 2
Using the filter options at the top of the screen, select the Unit, Resident, or Type of payment status you would like to view and select Apply Filters.



Step 3
View payment status in the Status column.
  1. Cancelled: Payment has been canceled.
  2. Completed: Payment fully processed and accepted.
  3. Failed: Payment was declined.
  4. Pending: Payment has been submitted and is still being processed by the payment processor.
  5. Refunded: Payment has been refunded.
  6. Refund Failed: Payment Refund was declined.
At times, a card payment will fail instantly. This is typically due to lack of available credit/funds or a processing issue due to a zip code/billing address mismatch, etc.
  1. These are not considered NSFs as they are never processed by the bank and then returned due to insufficient funds.
  2. No Yardi batch ID is created and nothing is posted into Yardi in these instances.
    1. Bank payments that fail due to insufficient funds, will show as Failed status, the NSF function will automatically run in Yardi, and the Yardi Batch Status will reflect as NSF. These payments are fully processed by the financial institution and then returned as Failed Status.

How do I download a monthly report of all transactions?

Step 1
Select Advanced from the left navigation menu then select Ledger. In the upper navigation bar, select Transactions.



Step 2
Using the filter options at the top of the screen, select the Unit, Resident, or Type of payment status you would like to view and select Apply Filters.


Step 3
Select Export as CSV. 

How do I disable Auto-payment for a resident?


Step 1
Select Advanced from the left navigation menu then select Ledger. In the upper navigation bar, select Auto Payments.



Step 2
Search for the unit you would like to disable payment for and select Submit.

Step 3
  1. Disable: Locate the auto-payment you wish to disable and select Disable from the right side of the screen.
  2. Delete: Locate the auto-payment you wish to delete and select Details from the right side of the screen. Select Delete from the top-right corner of the screen.

Can my resident disable auto-payment for themselves?


They can disable their auto-payment through their app or on the resident portal, however, they can’t delete the auto-payment, this must be done through the Admin Portal.

Note: A payment method cannot be deleted until auto-payment with payment method is changed or deleted.
 

My resident receives the error message: “This account does not allow online payments. Please contact your Property Manager for assistance.” What does that mean and what do I need to do?


The Property Manager needs to update the Resident Account in Yardi to allow online payments.
  1. Cause: Resident record in Yardi is set to one of the following payment status types:
    1. Do Not Accept (1)
    2. Cash Only (2)
    3. On Hold (3)
      1.  Remedy: In order to accept payments on the Rise platform, the Tenant record in Yardi must be set to a status of “Any (0)”.


How do I set up Payment Emails?

Step 1
Select Settings then Property Settings in the left navigation menu.



Step 2
Locate the settings Do you want to receive payment completion email? and Do you want to receive payment failure email? 
Mark these settings as Yes, and it will open another field, Enter emails on which you want to receive payment related mails.
Note: You can separate multiple emails by comma.



How do I issue a refund to my resident?

Please reach out to support@risebuildings.com for help with this concern.




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