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SEE BELOW FOR ANSWERS TO OUR MOST
FREQUENTLY ASKED RESIDENT/TENANT QUESTIONS

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Getting Started

Is there a fee to create an account?

No! Creating an account is totally FREE. You can access any features of your Payquad resident account at no charge.

*Some of the payment methods may have a fee associated with the transactions. These fees are shown when you initially set up a payment method, and each time you complete a one time payment. 

I forgot my password, how can I reset it?

Simply go to the Payquad portal landing page at portal.payquad.com and click on “Forgot password?” as shown below

 You will be prompted to enter your email address and submit it. You will then receive an email with a link to update your password. Click this link and proceed to follow the prompts.

*You can always check the box next to Remember my Email to prevent this from recurring in the future.

Where can I register for a Payquad resident account?

If your company has a customized url such as yourcompanyhere.payquad.com, then you can register from there. If you don’t know the url then you can always sign up on payquad.com.

🞽Please note your property management must be using Payquad to be able to create a resident account.

How do I receive my security code?

If your management requires you to enter a security code to create your Payquad account you should have received it in your welcome letter. If you do not have this code please contact your property manager for details. Alternatively you can contact Payquad support at 1888 385 9037 or support@payquad.com and we’d be happy to assist you!

🞾 Please note if your management requires the security code you MUST enter it to access your account.

Why is my property not showing up when I register?

Your property may not appear for a few reasons.

1.Either your property management doesn’t accept Payquad yet.

*If you wish for your company to sign up with payquad, you can try to register and fill in your property address. A pop-up will appear with the option to click on it to be brought to payquad support in order to refer your company to us. See below.

2.Your management doesn’t allow for public registration and you must receive your security code directly from them and enter it in the appropriate field.

3.You may have mistakenly entered the wrong address for your property.

Payments

How can I update the amount of my recurring schedule?

1. Click on the PAYMENTS  icon in your taskbar found at the top of the page. 

2.Next click the  Auto Payments tab as shown below.

3.Select the payment you’d like to edit and click Edit on the bottom.

4.Delete the old amount and enter in the new amount.

👍Remember to click Save at the end.

How can I delete a payment?

🕛If you made a one-time Direct debit payment from your bank account you can delete it before 12am the day it was created.

1.Click the PAYMENT HISTORY  icon.

2.Find the relevant payment and click the drop down arrow.

3.Click the blue VIEW RECEIPT button

4.On the top right there will be a red delete button if it’s still available to be deleted.

*If you made a credit/debit card payment please contact support to delete the payment at info@payquad.com 

**Our company policy is that we must receive authorization from your management before reversing or deleting payments.

If I sign into the portal do I need to make a payment?

Absolutely not. You can sign into your account to browse portal options, as well as take advantage of our rewards system. If your property offers the maintenance request option you can access that as well.

When creating a new payment method, what does 'friendly name' mean?

The friendly name is a nickname for your payment method and you can choose to call it anything you wish. It is there to help you easily identify the different payment methods you may have set up.

How do I create a one-time payment?

  1. Click on the PAYMENTS icon.
  2. Click the blue Pay Now button
  3. Choose the payment method you wish to use from the payment method drop-down.(or click the New Payment Method +)

       4.Enter the payment amount and choose the service you’re paying for. (you may add more than one)

5. Click the blue NEXT button

6. Review and then finalize your payment by clicking 

You will be shown a receipt upon completion, as well as receive an email notification.

How do I create a recurring payment?

1.Click on the PAYMENTS icon and then on the AUTO PAYMENTS tab

2.Choose the payment method you wish to use from the payment method drop-down. (or click the New Payment Method +)

3.Enter the payment amount and choose the service you’re paying for. (you may add more than one.) See below.

4.Then click the blue NEXT button

5.Enter a friendly name (identifying nickname) for this schedule, then click the calendar in the corner as indicated by the red arrow below. Choose the date from the calendar that you’d like your payment to be processed each month.

5.Click  the blue NEXT button as seen above.

6.Review the details of your payment to ensure accuracy, and and then finalize your payment by clicking the CREATE SCHEDULE button as seen below.

*Please note this payment will recur on the day of the month you choose until the schedule is deleted unless you set an end date.

 **If you wish to delete this schedule, you MUST delete this schedule before the date you set up for it to be processed.. Once the date has passed, the payment will have been automatically processed already.

 Alternatively, you can add an end date for your schedule which will ensure that no payments are made after that date.

What will appear on my bank statement after making a payment?

For direct debit payments the name of your management company will appear on your statement.

For credit/debit card payments you will see two transactions on your statement; one with your property management’s name for the full amount of your payment and one for the online card payment fee with “CCS*web payment fee“.

What is a Direct Debit?

A direct debit allows you to make a one-time or recurring payment directly from your checking account with no additional fees. If you wish to use direct debit as your payment method you may do so with the following steps.

  1. Select the PAYMENTS icon in your taskbar.
  2. Next click the Payment Methods tab as displayed below.

3.Now on the bottom of the page click the ADD PAYMENT METHOD button

4.Select the Direct Debit option and then click the NEXT button

5.You will then have the option to link your Bank account to our portal, or manually link it by entering all relevant information.

To link your bank account, select your bank from the options provided as seen below. If your bank is not listed you can always manually fill in your bank details.

6.Once you have clicked on your Bank option, fill out the appropriate information and click Submit.

If you wish to link it manually, select the Link Manually button as shown below.

You will be brought to the following page.

  1. Enter all required information. The “Friendly name” is simply an identifying nickname for your convenience.
  2. To fill out the fields indicated by the blue arrow in the screenshot above, refer to the sample cheque provided. The red arrows indicate where you can find the relevant information on one of your own cheques. 

*If you are not sure what your numbers are, please contact your bank for instructions.

**Please note that it may take 2-5 business days for the payment to be reflected in your bank account. In addition, funds are not frozen until deducted, so be sure to have sufficient funds in the account so the payment won’t get declined as NSF.

Why was my Visa/MC debit card declined?

There may be insufficient funds or a limit on the amount allowed for an online transaction. Alternatively, your issuing bank may not allow an online transaction without them enabling it first. Please contact your bank for further details.

If this remains unresolved after speaking with your bank, please contact Payquad Support at 1888 385 9037 or info@payquad.com

Why was my direct debit payment returned?

You will be notified via email if a payment is returned and the reason for the return.

The most common reasons  for returned payments are:

  1. NSF- Insufficient funds in the account or funds that are not yet available to be withdrawn. Please confirm that you have sufficient funds in your account before attempting another payment.
  2. Edit Reject- You may have entered the wrong banking information. Either the account, transit or institution number. Please ensure that you have the correct information.
  3. Account not found- The account has either been frozen or doesn’t exist anymore.

Why was my credit card payment declined?

In most cases it is the banking institution and not Payquad that is declining your payment. It usually is for one of the following reasons:

  1. The credit card information was not entered correctly.
  2. There isn’t sufficient credit available to make the payment.
  3. The amount exceeds your account’s single transaction limit 
  4. The bank doesn’t recognize this payment. 

 

You need to contact your card company to gain authorization and then resubmit your payment through our portal.

How long will it take for my payment to be paid?

As soon as you make a payment your property manager is notified in real-time. Credit/debit card payments will reflect in your account in near real-time. Direct debit bank payments may take between 2-5 business days to leave your account and won’t be approved or declined until then.

Will Payquad charge me an NSF fee if my payment fails?

Payquad will not charge you any NSF fees or declined bank payment fees.

However, your Property Management may pass the fee they get charged from the bank, onwards  to you.

 

How can I delete a scheduled recurring payment?

To delete scheduled recurring payments click on the PAYMENTS  icon and then select Auto Payments as shown below.

You will see all recurring scheduled payments you have set up.

  1. Find the payment you’d like to delete and click on the pen  icon in the far right hand corner.
  2. Click the red DELETE button on the bottom of the page.
  3. You will be prompted to make sure you want to delete the schedule. Click OK.

Is there a fee to make a payment?

Every property has a unique set up and the fee structure may be different. When setting up a payment method type in your account you will be able to see the exact fee (if applicable) for that method. You will also be able to view all applicable fees when selecting a payment method while making a one time payment on your account.

Most commonly, there is a percentage fee per credit/debit card transaction and no fee for the direct debit option.

How do I add payment methods?

  1. Click the PAYMENTS icon on your taskbar.
  2. Click the Payments Methods button as seen below.

3. Click   found at the bottom of the page

4.Select which payment method you would like to create and click Next.

 5.Then add the details and click 

You can add as many payment methods as you wish.

What is the difference between a direct debit and a Visa/MC debit card?

A direct debit payment is like an electronic cheque that allows you to create a payment directly from your bank account. A Visa/MC debit card payment allows you to make a bank payment with your Visa/Mastercard branded debit card. (It will have the Visa or MC logo on the card similar to a credit card).

Also, a Visa/MC debit payment will lock the funds for the payment immediately unlike the direct debit option.

Why does my payment show as pending?

Don’t worry. You’ve created your payment correctly. Direct debit payments get processed every morning and only then will the status change from “Pending” to “Paid.”

Maintenance Requests

How do I create a maintenance request?

1.To create a maintenance request, sign into your portal account and click the MAINTENANCE icon in your taskbar.

2. Then click the blue CREATE button on the right hand side. 

3.Fill in the necessary information. If you wish, you have the option of uploading a picture as well. 

4.Finally, click  the CREATE button found on the bottom of the page. This request will be sent to your management for review.

How will I be notified about my maintenance request?

✉ Whenever a manager changes the status of the maintenance request you will automatically be notified via email. You will also receive a message in the portal under your maintenance tab.

Can I communicate about my specific maintenance request?

If your company has a maintenance request pro-feature setup, then you can live chat with your management about a specific maintenance request. 

1.To do so, click your MAINTENANCE  icon in the taskbar. 

2.Open the the request you’d like to message your manager about and then click the button.

3.Enter your message in the box provided and then hit SUBMIT as seen below.

Messaging

How can I send my manager a message?

If the messaging feature is enabled for your property you can message your manager directly.

1. Click on the MESSAGES  icon on your taskbar. 

2.Then click  CONTACT MANAGER found In the top right corner.

You can then type in your message along with a subject.

If you wish, you can add an attachment as well . This message will be sent to all of your managers.  

When they reply, the message will display which manager it originated from.

How do I reply to a message?

Once you have received a message from a manager, you can view it in your Messages tab. To respond, hit the Reply button on the bottom of the page and go ahead with your response.

Tenant Insurance

How do I get a quote for insurance?

To get a free tenant insurance quote, you can either check on our website payquad.com or sign into your portal account.

  1. Click on the  RESIDENT SERVICES icon and then click

Enter in your information and then press continue. Continue to follow the prompts. If you have any specific questions about the quote, please contact the insurance broker, Bedrock Insurance, directly.

How do I upload my existing insurance?

To upload your existing insurance information on the portal, click the RESIDENT SERVICES icon and then click on 

Fill out the form and add a document attachment as well if you wish. Once it is complete, click submit and your information will be seen by your management.        

Amenities

How do I book an amenity?

  1. To book an amenity in your portal click on the AMENITIES  icon. 
  2. Next choose the amenity you would like to book.
  3. Then choose the date and time you would like to book the amenity for.
  4. Check the box indicating that you agree to all terms (click the word “Terms” found in the parentheses as seen below,  to view these terms)

      5.Finally, once you’ve filled all necessary fields, click

 

This button is found on the bottom of the page. 

You will now be able to find the booking under the list Your bookings as seen below.

Depending on the amenity, your booking may need to be approved by a manager first. Or it may be approved automatically. 

✉You will be notified via email and through our online portal, once your booking has been processed.

Do I need to pay for an amenity?

Based on what your management sets up, some amenities may have a charge. If a charge is applicable-you will first check for availability and then choose your payment method, then you can book and pay. Once the payment has gone through, the booking will show up in your bookings list and you will be notified by email and through the portal.

Can I cancel a booking?

Yes, you do have the option to cancel your booking by clicking cancel on the booking list. You will be notified once the cancellation has gone through.

Documents

How do I download a document?

1.To download a document from your portal, click on the DOCUMENTS  icon in your taskbar.

2.You will see a list of documents that are available to be downloaded. 

If the document is free of charge, simply click  the green VIEW button next to the desired document. 

If you need to purchase the document, click the checkbox next to the desired document and then click 

found in the top right corner of the page. 

3.You will then need to choose your payment method. You may choose a pre-existing payment method that is on file by clicking the drop down arrow as indicated by the red arrow below. You can also create a new one by clicking the plus sign next to New Payment Method as indicated by the blue arrow below.

4.Then click FINALIZE PAYMENT.(or cancel if you do not wish to proceed with your purchase.)

5.Finally, make sure that all the information is correct then click

Your payment will be processed and you will receive a confirmation email.

How can I purchase multiple documents at once?

1.To purchase documents in bulk, simply check off all the  boxes next to the documents you would like to purchase. 

2.Then click 

3.Now you may choose a payment method that you may already have on file by clicking the drop down arrow, or click the plus sign to create a new payment method as shown below.

4. Then click FINALIZE PAYMENT.

5.Finally, review all your information to ensure accuracy and then click

Your payment will be processed and you will receive a confirmation email.               

How do I download the documents I just purchased?

1.To view the documents you purchased, click on the DOCUMENTS icon and then click on DOWNLOAD LIST in the top right corner.

2. Click the green VIEW button next to the document you desire and then hit the download button in the top right corner of your page as indicated by the red arrow below. If you are using Chrome it will look like the picture below. With other browsers it may appear slightly different.

The document will then be downloaded onto your device.

How can realtors, lawyers or other non owners purchase documents?

If you need to purchase a document and you are not an owner or a tenant, your company login page will have a separate link to create a new account. Once you create your account you will be able to search for documents and purchase them just like an owner or tenant.

How can I request a document?

1.In the documents section there is a section of Requestable documents on the bottom of the page. To purchase one of these documents, click on the check box next to the prospective document.

 If the document is free, a green request button will appear next to the desired document. Just hit the Request button as shown below.

2.Next click Purchse Checked Documents found in the top right corner of the page.

You will then need to choose your payment method

3.Then click FINALIZE PAYMENT

4.Finally, make sure that all the information is correct and click SUBMIT PAYMENT

*Your manager will need to fulfill your request and then you will be able to see it in your download list. 

**You will be notified via email once the document is fulfilled and ready for download.

How long can will a document be available after I purchase it?

There will be a limited number of days to view the document. This time frame is set by your manager. 

To view the expiry date of any document click found in the top right hand corner of the Documents page. The expiry date will show in your download list under the column, available until as shown below.

Once this expiry date has arrived, you will need to purchase the document again in order to download it. 

Unfortunately, a refund for the expired document that was purchased cannot not be issued.

Leasing

Still need help? Send us a support ticket or call us at 1 888 385 9037

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