Have Questions?

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

FOR MANAGER SUPPORT PLEASE LOGIN TO YOUR MANAGER PORTAL RESOURCE CENTRE

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. See payment methods in the portal for exact fees.

I forgot my password, how can I reset it?

Go to the Payquad portal landing page and click on forgot password. You will be prompted to enter your email address and submit it. You will receive an email link to update your password.

Where can I register for a Payquad resident account?

If your company has a customized url like company.payquad.com then you can register from there. If you don’t know the url then you can always signup from 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.

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. (Fill this out to refer them)
  2. Your management doesn’t allow for public registration and you must receive your security code from them.
  3. You may have entered the wrong address for your property.

Payments

How can I update the amount of my recurring schedule?

To update the dollar amount of your schedule, simply go to Auto Schedules on the Payments page and click on the schedule you would like to update.

Click Edit on the bottom and you will then be able to edit the 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.

  • Go to the history section and click on the reference number to display your receipt.
  • 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.

Company policy is to get confirmation 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 nick name 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 setup.

How do I create a one-time payment?

Click on the Paynow icon.

  1. Choose the payment method you wish to use from the payment method drop-down.(or click the New Payment Method +)
  2. Enter the payment amount and choose the service you’re paying for. (you may add more than one)
  3. Click the next button.
  4. Review and then finalize your payment by clicking the PayNow button.

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

How do I create a recurring payment?

Click on the Payments icon and then Auto Schedules

  1. Choose the payment method you wish to use from the payment method drop-down. (or click the New Payment Method +)
  2. Enter the payment amount and choose the service you’re paying for. (you may add more than one) and then click Next.
  3. Enter a friendly name (nick name) for this schedule, then click the calendar and choose the date the payment should recur on. Click Next.
  4. Review and then finalize your payment by clicking the Create Schedule button.

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. You MUST delete this schedule before the date it’s set to in order for it to be deleted. Alternatively you can add an end date for your schedule which will ensure that no payment 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 2 transactions on your statement; one with your “property management’s name” for the full amount of your payment and one for the 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 chequing account. When choosing direct debit as your payment method, select the banking institution that you use and then enter the digits at the bottom of your cheque.

See the sample cheque in your portal. Enter the 5 digit transit number then the 3 digit institution number and the 7-12 digit account number.

If you are not sure what your numbers are please contact your bank for directions.

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 wont 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. Please contact your bank for further details.

If it is still unresolved please contact Payquad Support.

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 not available to be withdrawn yet. 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 accound has either been frozen or doesn’t exist anymore.

Why was my credit card payment declined?

In most cases it is the banking institution 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 accounts single transaction limit or they don’t recognize this payment. You made need to contact your card company to gain authorization and then resubmit.

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 wont 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 to you.

How can I delete a scheduled recurring payment?

To delete scheduled recurring payments click on the Auto Schedules icon on the Payments page.

  1. You will see all your recurring scheduled payments.
  2. Click on the small round blue icon with a pencil on the far right.
  3. Click the big red delete button.
  4. 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 clicking on a payment method type in your account you will be able to see the exact fee (if any) for that method.

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?

Login to your account at portal.payquad.com

  1. Click the payment method icon on the dashboard.
  2. Click Add payment method.
  3. Select which payment method you would like to create and click next.
  4. Then add the details and click create payment method.

You can add as many payment methods as you choose.

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

A direct debit payment is like an electronic cheque and 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 properly. Direct debit payments get processed every morning and only then will they change status from Pending to Paid.

Maintenance Requests

How do I create a maintenance request?

To create a maintenance request, sign into your portal account and click on the maintenance request icon. Then click create which will open up a form. Fill in the necessary information and then click create on the bottom. 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 be notified via email as well as a message in the portal.

Can I communicate about my specific maintenance request?

If your company has maintenance request pro setup then you can live chat with your management about the specific maintenance request.

Messaging

How can I send my manager a message?

If enabled for your property – to create a message on the portal, sign into your account. Click on the message icon and then click contact manager on the top right. You can then type in your message with a subject and you can add an attachment as well. 

This message will be sent to all your managers and when they will reply it will show which manager will answer.

How do I reply to a message?

Once you have received a message from a manager, on the bottom right there is a reply button. Simply click reply and respond to the message.

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. Click on the resident services icon and then click get a free quote now. Enter in your postal code and then click get a quote and 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, go to the resident services icon and then click on provide proof of insurance. Fill out the form and you can add a document attachment as well. Once it is complete, click submit and your information will be seen by your management.                  

Amenities

How do I book an amenity?

To book an amenity in your portal click on the amenities icon. Choose the amenity you would like to book and then choose the date and time you would like to book to check for availability. Once you have clicked to agree to the terms and book, you will see the booking under the list Your bookings. Depending on the amenity, your bookings may need to be approved by a manager or will be approved automatically. You will also be notified once the booking has gone through.

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?

To download a document from your portal, click on the document icon. There will be a list of documents available for download. If you need to purchase the document, click the checkbox for the document and then click purchase checked documents. You will then need to choose your payment method and click finalize payment. Make sure that all the information is correct then click submit payment. Your payment will be processed and you will receive a confirmation email.

How can I purchase multiple documents at once?

To purchase documents in bulk, check off the boxes next to the documents you would like to purchase. Then click purchase checked documents. You will then choose your payment method and then click finalize payment. Make sure that all the information is correct then click submit payment. Your payment will be processed and you will receive a confirmation email.               

How do I download the documents I just purchased?

To view the documents you purchased, click on the documents icon and then click on the download list on the top right. Click on view next to the perspective document which will download the document on your device.

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

If you need to purchase a document and you are not a owner or 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 similarly to an owner/tenant.

How can I request a document?

In the documents section there is a separate list of requestable documents. To purchase a requestable document, click on the check box next to the perspective document and then click on purchase checked documents. You will then need to choose your payment method and click finalize payment. Make sure that all the information is correct then click submit payment. Your manager will need to fulfill your request, and then you will see it in your download list for you to download. 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, which is set by your manager. This date will show in your download list under the column, available until. Once the time is up you will need to purchase the document again to download.

Leasing

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

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