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2021 © AppFolio, Inc. Confidential
Cynthia Madrigal
Sr. Training Programs Manager
Tenant Online Payments

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2021 © AppFolio, Inc. Confidential
Check, 1, 2, 3...
Phone call:
Dial phone number, Meeting ID, then
Participant ID.
Computer audio:
Use computer speakers. Make sure
sound is on and volume up.
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Ask Questions!
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Type your questions in
the ‘chat’ section

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Today’s
Objectives ● 01 Tenant Online Payment Options
● 02 Online Portal Activations
● 03 Online Portal Feature Overview
● 04 Tracking Online Payments DEMO
DEMO

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Online Payments Platform

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What Do
You Get?
Online Application Fees
Debit / Credit Card
Rent / Dues
eCheck (ACH), Debit / Credit Card, Electronic Cash Payments
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Owner Contributions
Pay by eCheck (ACH) or Debit / Credit Card
eCheck & Bill Pay
Owners
Vendors
Management Company
Receivables Payables

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Today
We’ll Focus on..
Online Application Fees
Debit / Credit Card
Rent / Dues
● eCheck (ACH)
● Debit / Credit Card
● Electronic Cash Payments
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Owner Contributions
Pay by eCheck (ACH) or Debit / Credit Card
eCheck & Bill Pay
Owners
Vendors
Management Company

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Tenant
Online Payment
options

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eCheck & Card
Online Portal Payments:
Resident sets up a one-time or auto-recurring payment
1) eCheck (ACH)
● Resident pays by entering bank account & routing
number
● Free for the resident (and you)
1) Credit or Debit Card
● Credit - 3.49% of total transaction amount
● Debit - $9.99 flat fee
● Fees are clearly stated in the portal, and paid by the
resident (free to you)

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Electronic
Cash Payments
Participating Locations:
● Walmart (NEW!)
● 7-Eleven
● CVS
● Casey’s General Store
● Ace Cash Express
How to:
1. Print / email a tenant’s PaySlip from the tenant page
1. Tenant brings cash & PaySlip to participating store
1. Receipt auto-created in AppFolio at time of payment
Pro Tip:
● Auto Enable ECP PaySlips
Pro Tip

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FAQs
1. Is there a cost for me to collect online payments?
2. What is the cost to my residents?
1. There is no cost for you to collect resident online payments
1. Fees paid by the resident:
● eCheck (ACH): None - FREE
● Credit card: 3.49% of the total transaction
● Debit card: $9.99 flat fee
● Electronic Cash Payments: $3.99 per transaction

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Online Portal
Activations

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Sending Online
Portal activations
Send in Bulk by email and text:
1) Click send activations emails
1) Click email → send
1) Click text → send
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Pro Tips:
● Don’t skip sending by text! Tenants with no
email will receive a ‘self sign-up’ link
● Send in bulk at least monthly, near rent week
View ‘last sent date’ to
ensure you’re sending
frequently

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Text Portal Self
Sign-Up Tool:
1
Simon
(805) 123-4567
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Property Management Company
1) Resident receives text and clicks
the link embedded in the message.
1) Residents with no email in AppFolio
are prompted to enter their last
name & email, then click request
access.
1) The resident’s email is uploaded
into AppFolio, and they are sent an
email to activate their online portal.
How it works for
your residents

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Enable Rent Reminder
Emails
Increase online payment adoption and encourage on time payments
with automatic payment reminder emails.
Enable in 3 Easy Steps: General Settings > under Communication click
Rent & Dues Reminder Settings > click ‘Enable Reminders’

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Demo
Portal Activation
& Online Payment

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“I was trying to send out the texts yesterday and
was frustrated I couldn’t send invites to most
people due to missing emails.
Then this was added the day after - I love to see
you guys working and improving on things. Thank
you!”
Success Story
Matthew Shafrazian
Glen West Management | 1,421 units

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Online Portal
Features

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Maintenance
Submit maintenance requests
Track request status
Payments
Make one-time or recurring payments
View account ledger, balance & upcoming charges
Documents
Sign Online Leases
Review shared documents
Online Portal
Feature Overview
Settings
Enable / disable payment reminder emails
Change preferred language to Spanish
Enroll in Renter’s Roost Insurance

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Online Portal
mobile app
Residents have easy, convenient portal access from anywhere
No URL or activation link needed
Over 50% of online portal usage is on a mobile device!

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Encourage Online
Payments
Download our newly revamped marketing
resources in this training to promote online
payments in a way that is customizable to you
and your residents.

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● Residents can access their very own Help
Center directly from the Online Portal.
FAQ:
Is there a support number my
tenants can call for questions about
their portal?
● You can also use the View Online Portal
feature to help residents feel
comfortable and confident navigating
the portal.

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Track Online
Payments in AppFolio

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Automated
Receipts & Deposits
Receipts
Tenant Ledger → Receivables Activity Report
Deposits
Deposit Register Report → linked on receipt!

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Receivables
Activity Report
Track which residents are and are not paying online in one
centralized report
Filter for manual receipts only to target online payment
adoption

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Customize
Your Settings
● Accounting Settings for receipts
● NSF email notifications
● Require online payments in full

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80%
NO EMAIL
5%
ACTIVATED
15%
NON-ACTIVATED
Track Online Payment
Adoption from your Dashboard
80%
NO EMAIL
5%
ACTIVATED
15%
NON-ACTIVATED
Target
residents
with no email
Enable
Non-activated
residents
Get
Activated
Residents
Paying Online

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FAQ
Is it legal to require online payments or charge a fee for paper checks and/or
money orders?
All states and counties have different regulations, we recommend consulting with an
attorney before requiring or charging a fee, many states do allow this!
Should I resend portal activations to tenants who have already received one?
YES! Many residents may not activate their portal right away. Resending the portal activation
emails and texts in bulk is the most low effort, high impact way to get more residents
activated and paying online.
FAQ

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“I would like to tell you it's because of
my skills that the online payments are
increasing, but the truth is people are
seeing it's the best, and safest, way to
pay.”
David Wrightson
Northwest Property Specialist, Inc. | 200+ Units

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FINAL DEMO

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Resources

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Help Center
Browse or search for easy-to-follow
articles, join the community, access
web events and continue training.
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80%

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80%
better conversion with
Lisa’s fast response time
Online Training
Click on this Help Center tab to access the
Learning Portal

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Practice database
Web address for site will be different
from your company’s.
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Have a question?
Select Contact Support or Get Help from the
Help Center.

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thank YOU