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FREQUENTLY ASKED QUESTIONS OR CALL US AT 1 888 385 9037

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.

Managers

How can I sign up for Payquad?

Simply click on the sign up button on the top of the payquad.com site and choose I’m a manager. Fill out the manager form and someone will contact you to complete your sign up or schedule a demo.

How can I add a new property?

If you are using the same bank account you can create a new property by clicking new property in the top right corner of the property page. If you need to connect a new bank account please contact your account rep or contact us at support@payquad.com and we’ll be happy to assist.

Residents

Payments

How can I update the amount of my recurring schedule?

To update the dollar amount of your schedule, simply got 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.

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.

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.