OneSite Payments
All Sites using OneSite Payments:
Everyone involved in handling Payments, must
complete the Payments Training: http://learning.realpage.com/payments3.1/
A Payment is posted to the wrong ledger or account.
Contact Gretchen to move the payment to the correct ledger.
Can I accept a paper money order? No. Paper money orders are not accepted on-site. Signage should be posted at your dropbox and in the leasing office stating the policy. Contact Brooke Howd for appropriate signage, if needed. Residents have several alternative methods of payment: eMoneyOrder (through CheckFreePay), Credit Card payments and ACH payments via the Resident Portal, personal check or cashier’s checks.
Can I accept a personal check for late rent payments? No. In accordance with your lease agreement, personal checks cannot be accepted for late rent payments.
A Payment Failed. I hit the Resolve button, but nothing happened. The Resolve button does nothing to resolve the failed payment. It is a ‘note-to-self’ that alternative steps have been taken to resolve a particular failed payment.
The payment is failing with the ‘Duplicate Payment’ message. The payment, payment’s MICR line or the payment image has been previously recorded and cannot be rescanned! Do not continue to scan the payment. You will continue to get the same error. A common reason for the ‘Duplicate Payment’ is the MICR line of your current payment matches the MICR line of a previous payment made by the Resident. If you need help understanding why a payment is receiving the ‘Duplicate Payment’ message, contact Gretchen Jones.
When can I do a manual batch? No. Using OneSite Payments eliminates the need for manual batches. If you feel that you need to post a payment manually, you must contact Gretchen and Susie Jones for assistance to scan the payment. Manual deposits create a lot of extra work for Accounting, so these should rarely, if ever, be done.
Manual Batch exceptions:
LeaseTerm Direct Deposit payments and Check Adjustment Poor Image Quality returns as described below.
How do I post a payment to a Former Resident?
Go to the Resident’s ledger, select Enter payment > Scan check. You do not post through the Final Account Statement. The Amount of the payment must be less than or equal to the Former Resident balance.
If you have trouble posting a particular former resident payment, contact Gretchen for additional assistance.
How do I post a LeaseTerm Payment? Direct Deposit ACH payments received from LeaseTerm must to be posted manually through Edit Close Account. Post with the PMTO payment code, using the Check/Batch number listed in your LeaseTerm notification email as the Document number and update the Payee to LeaseTerm Solutions. After posting the payment(s), close the bank deposit batch and send to Susie Jones.
How do I split a payment among multiple ledgers? (including former residents)? You can post one payment to multiple ledgers (for multiple residents or for deposits/resident ledgers). Scan the payment from the Resident ledger. Select the green + to split the amount for another resident or another ledger (deposit). When the additional line(s) are added, select More> Associate to find the additional residents to be added to the split payment. If you need to split a payment with other former residents, the payment will need to be scanned from one former Resident’s ledger and split, using the green + to assign to the other former residents.
The Green + is missing. Log out of OneSite. Delete Browsing History. Log into OneSite. The Green + should be visible.
How do I know if a payment is returned? On your Today page, you will customize the page to include the Alerts box. The Today page is customizable by User, so each person who needs to see these Alerts will need to customize their own Today page. Select Customize. Then Select Alerts, and click and drag to place it on your page.
What do the Return codes mean (R01, R03, R04, etc.)? Payments can be returned for a variety of reason, not just for Insufficient Funds. For all returned payments, a reason will be given. Be sure to review the reason of return before contacting the Resident, so that you can address the returned item appropriately. If you do not understand why a particular payment was returned, contact Gretchen for additional help.
What does the Check 21 Adjustment mean? A payment may be returned with the ‘Check 21 Adjustment’. Click View of the Alert to see the adjustment and the reason why. When an item is returned with the Poor Image Quality or Image Rejected reason,
you must follow the instructions of the Alert: post the manually and deposit in the bank (i.e. send to Susie Jones via traceable mail for her to deposit).
The check won’t scan. The boxes stay red.
The Resident may be marked as ‘Do not allow check payments’ due to a number of previously returned items or as a condition of approval. In this case, the check should be returned to the resident and an alternative payment should be made. You should not accept a check payment from a resident, who has previous NSF checks, in accordance with the Lease Agreement.
How can I restrict a Resident’s payment method? To restrict eMoney Order and Check Payments: Select ‘Special/Collection status’ from the Resident’s page. Select ‘Do not allow money order/check payment’. To restrict Online Payments: Edit the Contact information for each Contact. Select the Resident Profile tab. Unselect ‘Online Payments’ option. To restrict all payments: Select ‘Special/Collection status’ from the Resident’s page. Select ‘Eviction Proceedings started’.
How do I post Miscellaneous Income? Scan the Payment through Bulk processing and associate the payment to the Miscellaneous Account (Search by name “Laundry”, “Other Misc”, etc.) After scanning the payment, a charge will need to added to the Miscellaneous account to which the payment was posted. Miscellaneous account balances should be zero. Go to Administration > Other (under Leasing & Rents) > Miscellaneous Income Accounts. Find the Account and select Show transactions. Add a charge (LAUN, UTIL, etc.) for the amount of the payment.
The scanner lights are blinking/The scanner won’t work. Log out of OneSite > unplug the scanner > delete browsing history > plug scanner back in > log back into OneSite > go to a Resident ledger and scan a payment. The scanner will usually begin to work. You may also try cleaning the scanner. If you still are unable to scan, contact Gretchen to help repair the scanner.
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