About PayLease

• Is PayLease a secure solution? What security credentials do you have?
• Who is PayLease?

General Questions

• Why isn't a resident payment showing up in my account?
• Why is a resident payment in my batch deposit, but not in my bank account?
• How can I block a resident from making a payment to my property management company?
• How do I unblock a resident from the system?

1099-K

• What is a 1099-K?
• Who receives a 1099-K Form?
• What do I do with the information on Form 1099-K?
• When should I expect to receive Form 1099-K?
• Will I receive more than one 1099-K Form?
• Does the Form 1099-K apply to non-profit organizations?

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Marketing Material

• Does PayLease offer any free marketing materials so residents know they can pay online?

Master and Sub- Accounts

• How do I add a new user to my PayLease account?

Returns

• Why was a payment returned?
• A resident’s payment was returned. Will you try to process the payment again?
• A resident’s payment was returned and they claim to have money in their account. What happened?

Refunds, Returns, & Adjustments

• What's the difference between a reversal and a refund?
• How do I issue a refund?
• A resident processed a payment for the incorrect amount. How should they/I handle it?

Chargebacks

• What is a Chargeback?
• PayLease Chargeback Service

Resident Billing

• How do I review and approve my Prebill?
• What do I look for on the Prebill when approving?
• How do I view a PDF image of a resident statement?
• Can I modify an existing resident statement?

RUBS

• My resident’s RUBS charges have increased in the past month. Why have they increased?
• How are RUBS charges calculated?

Submetering

• What do I do if I think my resident’s submetered usage is abnormally high?
• How do I troubleshoot a faulty water meter?