Renter FAQ's
Payments
What payment types are accepted?
We accept Visa and Mastercard credit and debit cards, as well as Discover and American Express credit cards. We also accept eChecks/ACH.
What are your fees?
We charge 3% of the rent payment for credit/debit cards and $2.95 per eCheck/ACH transaction.
How do I pay my rent online?
We're so glad you asked! We take pride in making it easy to pay rent online.
Log into your dashboard or create a resident account by visiting www.rentals.com/rentpay and follow the steps to process your payment.
What if my landlord is not a Rentals.com customer?
Your landlord doesn't have to be a Rentals.com customer for you to use RentPay. We allow renters to pay their landlord online using their preferred payment method (credit card, debit card or eCheck) and we mail the check directly to them. Simply put, any renter can pay their rent online regardless if their landlord accepts digital payments.
How and when is my landlord notified that I made a payment?
It depends. If your landlord already accepts online payments, then an email payment confirmation is automatically sent to them once a payment is submitted through our system. Each payment is time-stamped when the transaction is made, and the email states that the payment was submitted. Your landlord can also be notified via email of any reversed payments.
If your landlord doesn’t accept digital payments, and you authorize Rentals.com to send your check on your behalf via USPS mail, then your landlord will only be informed of your rent payment upon receiving your check in the mail. We encourage you to reach out to your landlord directly to let them know that a check will be delivered to them.
How long does it take for payments to clear?
When submitting a payment with a credit card or debit card, it may take 2-3 business days to clear. Card transactions are instantly authorized, so funds will immediately be pending for your transaction. If paying with eCheck/ACH, you can expect to see the rent amount cleared from your bank account within 2-5 business days from when you made the transaction.
Why was my rent money removed from my bank account before my landlord received my rent payment?
If your landlord isn’t registered to accept online rent payments using Rentals.com RentPay, then the only way we can send your rent to them is by mailing them a check. In order for us to do that, we must charge your card or deduct your rent amount from your bank account before mailing the check.
If my landlord doesn’t cash my check, will funds be returned to my bank account?
If your landlord doesn’t cash your check within 180 days of its issuance, your funds will be returned to your bank account. You can determine if your landlord has cashed your check by logging into your RentPay dashboard. “Checked cashed” will be displayed under the status column if your check has been cashed.
How long will it take for my rent check to reach my landlord?
Once you’re approved to use RentPay, it’s estimated to take 7 business days from the date that your payment is processed. We use standard USPS shipping to mail your check.
How are payments processed on weekends & holidays?
Weekend and holiday payments are processed as follows:
1) Payments made on any holiday will not process until the next business day.
2) Payments made on the weekend before a holiday will not process until the next business day after that holiday.
How do I know my payment info is secure?
Rentals.com RentPay is powered by YapStone. YapStone and its portfolio of products are fully committed to protecting your cardholder information. To ensure data is not compromised, we employ some of the highest standards in the payments industry. Additionally, YapStone undergoes an annual PCI compliance certification process to ensure your data is secure.
What if I need to stop or cancel a payment?
Only a payment made within the last 24 hours can be cancelled. If you need to cancel, please contact us at (866) 730-7177 Option 4. Funds will be returned to your account within 2-3 business days.
Once the 24-hour timeframe has lapsed, we no longer have the ability to cancel, stop or reverse this payment due to timing restrictions with our partner banks.
Please note that even if you cancel within the allotted 24-hour timeframe, a fee may be charged to your card associated with the cost of stopping the payment. If you paid via eCheck/ACH, the funds returned to you may be less than what you paid in order to account for the fees associated with the cost of stopping the payment.
What is your refund policy?
We do not offer refunds. As we do not provide your rental services, any dispute you have regarding your rent payment must be addressed directly with your landlord. In certain circumstances, we may be able to stop or cancel a payment prior to funds being transmitted to your landlord. Please see the FAQ on how to stop or cancel a payment for more information.
How do I view my payment history?
To view your payment history, log into your RentPay account and select “Payment Information.”
How do I edit my payment details?
If you wish to update your payment details, log into your Rentals.com account, select “RentPay” and click on “My Payment Information” to amend your information. You can amend the payment method, card number, expiration date, billing address or phone number.
Autopay/Recurring Payments
Why did my Autopay not process?
Whenever an Autopay processes, you should receive a system-generated receipt. If the Autopay isn’t successful, you should receive a system-generated email with the reason the Autopay did not process. Some common reasons are:
* Balance is outside of the range of the Autopay, or is $0
If the balance is outside the minimum and maximum amount you established for the Autopay, it will fail.
* AutoPay is scheduled for the 1st, and the 1st falls on a weekend
If this occurs, the Autopay will process the following business day. The Autopay reminder email you receive will let you know when the payment will be processed.
* Payment method is declined
This could occur for many reasons. If the payment account is declined, please contact your financial institution for further details.
If my Autopay fails, will it automatically try to process again?
No. An Autopay will only attempt to process once per month. If your Autopay fails, you will need to go to Rentals.com, log in as a returning user, and make a one-time payment for the month.
How soon can an Autopay process after I create or update it?
Any Autopay must be set up or edited at least 24-48 hours before the date it is scheduled.
Can I have more than one Autopay set up?
No. Only one Autopay can be set up at any time.
How do I edit my Autopay payment method?
If you wish to amend your AutoPay, log into your Rentals.com account, select "RentPay", click on "Manage Payment Info" and amend your information by clicking on "Update".
How do I create an Autopay payment?
You can easily enroll into our Autopay program. Simply log into your Rentals.com account, select the “RentPay” section and click on the "Enroll in AutoPay" option.
My property doesn’t accept online payments. What should I do?
We understand that not all landlords accept online payments. We recommend renters contact their landlord directly and have them sign up to accept online payments. They can sign up directly by visiting rentals.com/rentpay. Your landlord’s account must be fully activated before you can directly deposit rent payments to their account.
If your landlord isn’t registered with Rentals.com RentPay, we’ll still accept your rent payments online. However, we will directly mail your rent check to your landlord using standard USPS shipping rather than deposit directly into your landlord’s bank account. If you elect for us to mail your rent check, we will deduct your rent amount from your credit card/debit card or bank account an estimated 7 business days before your landlord receives your rent check.
What are the Rentals.com RentPay powered by YapStone Terms and Conditions?
Landlord Client Service Agreement: YapStone Client Services Agreement
Renter User Agreement: YapStone Payor User Agreement
Privacy Policy: YapStone Privacy Policy
How do I contact Rentals.com RentPay powered by YapStone?
Please email us at:
Call us at:
Landlord FAQ's
Payments
What payment types are accepted?
We accept Visa and Mastercard credit and debit cards, as well as Discover and American Express credit cards. We also accept eChecks/ACH.
What are your fees for landlords to accept online rent payments?
We do not charge a fee for landlords. This service is completely free for you.
When will I receive payment from my renter?
Payment Timeframes - For registered landlords accepting rent online
Once a renter has successfully made a payment, both of you will receive a confirmation email, and we’ll transfer the payment directly to your bank account. When using RentPay for the first time, funds will arrive in your bank account within 5-11 business days — this time frame varies based on your bank’s processing times and background approval review. Transactions made after the first one will arrive within 5 business days for most users.
Payment timeframes - If you’re NOT registered to receive online payments using RentPay:
The rent check is estimated to be delivered on the date specified by the renter at point of payment. Your check will be mailed to you using standard USPS mail. We recommend contacting the renter to confirm the exact date.
Why did I get a check in the mail from RentPay?
Your tenant signed up to use RentPay, an online rent payment and collection service by Rentals.com. Instead of manually writing a rent check each month and mailing it themselves, they’ve chosen to have RentPay do it on their behalf.
How long is my check valid for?
Checks issued in this program are valid for 180 days post issuance date.
My renter advised me that they sent a check, but I haven’t received it. What can I do?
Please reach out to your renter and have them check the status of their payment in their Rentals.com RentPay dashboard.
I would like to receive funds in my bank account. How do I do that?
You can register to accept online rent payments by visiting rentals.com/rentpay. This is a free service for landlords that allows you to have rent payments deposited directly to your bank account.
What are the benefits of RentPay and why should I enroll?
The service is completely free for you as a landlord. You’ll never have to deposit a rent check again, and you’ll be able to see all of the payment history for all of your tenants enrolled in a single dashboard. Additionally, your renter(s) can set up Autopay, enabling their rent to be delivered to you on the same day each month. This guarantees you’ll be paid on-time every month.
Will it cost money for me to receive my tenant’s rent payments online instead?
No. The service is completely free for you whether you collect payments online or choose to receive a physical check in the mail each month.
What’s the code on the bottom of the check for?
If you’d prefer to receive your rent payments online via direct deposit to your bank account instead of physical checks in the mail, this code allows you to seamlessly onboard your rental property(s) onto RentPay in less than 5 minutes.
How did RentPay get my information?
When your tenant signed up to use the service, they provided your name and address to ensure their check is delivered to the correct person and location each month. They may have provided your email address so we can notify you where your check is in the delivery process.
If I deposit this check, will I be automatically enrolled in a program?
No. To sign up for the program and begin receiving online rent payments for free, head to www.rentals.com/rentpay
Service
Can I have other tenants sign up to use RentPay?
Absolutely! You can have as many tenants sign up for the service as you’d like.
What if I have multiple tenants at one property? How would they use RentPay and split the rent payment?
Each tenant would need to create a RentPay account to pay their portion of the rent. If two tenants were splitting the payment, each one would create a separate account and route their portion to their landlord’s checking account (if the landlord opted for online payments), or schedule a check to be sent to their landlord.
How do I change my bank account information?
To update the bank account information associated with your property(s), please use the link below. Instructions for submitting the bank change form are indicated below.
Electronic DocuSign Form Instructions
1) Click the YapStone Payments‍ Bank Change Form link to begin the secure DocuSign digital signing process.
2) Fill in your first and last name and your e-mail address. Then click the "Begin Signing" button
3) Check your email for a message from DocuSign.
Note: This message may take 2-3 minutes to arrive in your inbox after your request is made. If you do not see the email, please check your spam or junk folders.
4) Click "Review Document" and select the check box to authorize consent to sign the form electronically.
5) Fill out the form with the information requested.
6) Attach a picture of a voided check that is issued by your bank and/or a bank letter (on bank letterhead) signed by a bank official.
7) Click the "Sign" icon line to verify your name. Then click "Adopt and Sign".
Note: The bank change request must be signed by the Rentals.com account owner or point of contact for business accounts.
8) Review the information provided on the form and click "Submit" in the bottom right-hand corner to complete the document.
After we receive the form, our Customer Support team will notify you within 7 business days regarding the status of your bank change request.
How soon will a resident be notified if their payment was debited from their account?
If your resident pays with a credit card, it’s authorized instantly and your resident will see a hold on the funds. Your resident will receive an email payment confirmation in a matter of seconds. If paying with eCheck/ACH, your renter can expect to see the rent amount cleared from their bank account within 2-5 business days from the payment date.
I’ve been approved by Rentals.com RentPay powered by YapStone. What are the next steps?
Once your application is approved, you’ll receive a welcome email confirming your approval.
As a Rentals.com customer, you can then start managing your property and payments directly from your Rentals.com dashboard. When a resident pays rent to your property, your dashboard will automatically update.
You’ll receive an email confirmation upon renter payment. Once you receive this notification, funds will appear in your account between 5-11 business days from the date of the email.
I’m having trouble signing up. What should I do?
If you’re experiencing issues when applying for an online payment account, it could be due to a couple of reasons. If you receive a rejection notice, we would advise that you first check the following:
1) There is no missing or invalid information and/or all mandatory fields have been filled.
2) TIN details, if required, have been provided.
3) All information entered pertains to the applicant.
4) Your banking details allow electronic transfers.
If your application is still not going through after completing all of the above, we would advise you to contact a member of the Rentals.com RentPay powered by YapStone support team by sending an email to:
or calling us at:
Who is Rentals.com RentPay powered by YapStone?
Rentals.com RentPay powered by YapStone and provided by YapStone, Inc. is a supplier of payment processing services, which may include money transmission services according to licenses held by YapStone Inc. where applicable. YapStone (dba RentPayment) delivers payment solutions for rental managers, owners and their renters. We empower homeowners with a comprehensive yet easy-to-use electronic payment platform that directly integrates with many of the leading rental softwares.
For more information, visit www.yapstone.com
What are the Rentals.com RentPay powered by YapStone Terms and Conditions?
You can review the terms of use in the YapStone Legal Center by clicking here
What is OFAC?
The Office of Foreign Assets Control (“OFAC”) of the US Department of Treasury administers and enforces economic and trade sanctions based on US foreign policy and national security goals against targeted foreign countries and regimes, terrorists, international narcotics traffickers, those engaged in activities related to the proliferation of weapons of mass destruction, and other threats to national security, foreign policy or economy of the United States.
Do OFAC sanctions generally make YapStone unable to make payments to persons associated with certain locations?
Yes, OFAC imposes broad embargoes on most business relating to certain locations. Today, those are Cuba, Iran, North Korea, Syria and the Crimea region of Russia. We are generally not permitted to make a payment to — or engage in any other dealings with — anyone in these locations, to anyone who normally lives in these locations, to a business in or registered in one of these locations, or to a part of the government of one of these locations (including government-controlled organizations).
Do OFAC sanctions generally make YapStone unable to make payments to other persons individually sanctioned by OFAC?
Yes, OFAC imposes sanctions on particular individuals and organizations. Such designated individuals and organizations are placed on the OFAC List of Specially Designated Nationals and Blocked Persons and, sometimes, certain other OFAC lists.
https://www.treasury.gov/resource-center/sanctions/SDN-List/Pages/consolidated.aspx We are generally not permitted to make a payment to – or engage in any other dealings with – any such listed individual or organization or an organization that is 50%-or-more owned, directly or indirectly, by one or more designated individuals or organizations.
Why does YapStone need a copy of my ID/Passport?
YapStone, like all U.S. persons, including other U.S. financial institutions, is required to periodically screen client records to identify persons or entities whose activities may be restricted by OFAC. When a client record is similar to an entry on the OFAC list, YapStone is required to collect documentary evidence that our client and the sanctioned entry are indeed different persons. Collecting an ID or passport is the most effective way to accomplish this.
What happens if I do not provide the requested copy of my ID/passport?
If YapStone does not receive a copy of your ID or passport, your payment will be suspended and will be placed into an interest-bearing account from which only OFAC-authorized debits may be made. Your information will also be reported to OFAC Compliance within 10 business days.
What happens after I provide the requested copy of my ID/passport?
Once YapStone receives a copy of your ID or passport and verifies that you and the sanctioned entry are indeed different persons, your payment will be restored. Your information will not be reported to OFAC Compliance.
How do I contact OFAC?
Toll Free Hotline Number: 1-800-540-6322
Or
Office of Foreign Assets Control
U.S. Department of Treasury
Treasury Annex
1500 Pennsylvania Avenue, NW
Washington, DC 20220
How do I contact Rentals.com RentPay powered by YapStone?
Please email us at:
Call us at:
Landlord Client Service Agreement: YapStone Client Services Agreement
Renter User Agreement: YapStone Payor User Agreement
Privacy Policy: YapStone Privacy Policy