Landlord FAQ's
Payments
When will I receive payment from my renter?
If you are on our Advanced Payouts model, funds should appear in your account by the 5th business days after a payment has been made by your renter.
If you are on our Standard Payouts model, funds should be available in your account by the 11th business days after the renter paid.
Payment Timeframes
Typically, once a resident has completed a payment, both the homeowner and resident receive a payment confirmation.
To determine when your funds will arrive in your bank account, you will need to determine the payment program that you were approved for when you signed up for the service. The two options, standard Payouts and Advanced Payouts, are explained below and will detail the specific timing for receiving funds.
Payment Timeframes - Advanced Payouts
Once a renter has successfully made a payment, both you and the renter receive a confirmation email.
As a Rentals.com customer, you receive a deposit statement confirming the amount when funds are sent to your bank account by Rentals.com RentPay powered by Yapstone.
We will send the payment directly to your bank account. Depending on your bank's processing times, funds are usually available in your bank account by the 5thbusiness day.
Payment Timeframes - Standard Payouts
Once a renter has successfully made a payment, both you and the renter receive a confirmation email.
As a Rentals.com customer, you receive a deposit statement confirming the amount when funds are sent to your bank account by Rentals.com RentPay powered by Yapstone. Funds are made available in your account by the 5th business day after you have received this email.
We will send the payment (minus fees) directly to your bank account. Depending on your bank's processing times, funds are usually available in your bank account by the 11th business day after the payment was made by the renter.
What payment types are accepted?
We accept MasterCard, Visa, Amex, Discover and all major credit cards as well as eCheck.
Service
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 mail folder.
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 is 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.
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
I have been approved by Rentals.com RentPay powered by Yapstone. What are the next steps?
Once your application is approved, you will receive a welcome email confirming your approval for Standard Payouts or Advanced Payouts.
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 be automatically updated.
You will receive an email confirmation upon renter payment. Once you receive this notification, funds will appear in your account by the 5thbusiness days from the date of the email.
For Advanced Payouts, funds should appear in your account by the 5th business day after a payment has been made by your renter.
For Standard Payouts, funds should be available in your account by the 11th business day after a payment has been made by your renter.
I’m having trouble signing up
If you are 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:
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 after completing all above checks and your application is still not going through, we would advise you to contact a member of the Rentals.com RentPay powered by Yapstone support team by sending an email to
Call us at:
Who are 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 about us, visit www.yapstone.com
How do I contact Rentals.com RentPay powered by Yapstone?
Please email us at:
Call us at:
Renter FAQ's
Payments
What payment types are accepted?
We accept Visa Credit, Visa Debit, MasterCard Credit, MasterCard Debit, Discover Card, American Express and all major credit and debit cards as well as eCheck/ACH.
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 3 easy steps to process your payment.
How and when is my property notified that I made a payment?
Once a payment is submitted through our system, an email payment confirmation is automatically sent to the property manager. Each payment is time-stamped at the time the transaction is made.
The email states that the payment was submitted that day but has not yet cleared. The property manager can also be notified via email of any reversed payments.
How long does it take for payments to clear?
When submitting a payment with a credit card or debit card, it may take two to three business days to clear your bank or credit account. Card transactions are instantly authorized so funds will be instantly pending for your transaction. At the time the transaction is made, an email payment confirmation is automatically sent to the property management staff with a date and time stamp of the payment.
How are payments processed on Weekend & 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?
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. In addition, YapStone undergoes an annual PCI compliance certification process to ensure your data is secure.
AutoPay/Recurring Payments
Why did my AutoPay not process?
Whenever an AutoPay processes, you should receive a system-generated receipt. If the AutoPay is not 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 Tuesday. The autopay reminder email you receive will let you know the payment will be processed on the following Tuesday.
* 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 the "RentPay" and click on "Manage Payment Info" and amend your information by clicking on "Update".
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 such as payment method, card number, expiry date, billing address or phone number.
How do I create an AutoPay?
You can easily enrol into our AutoPay programme. Simply log into your Rentals.com account, select the “RentPay” section and click on the "Enroll in AutoPay" option.
Rent Reminder
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
My property is not accepting payments, what should I do?
You need to contact your property owner/manager directly so that your resident account is fully activated before being able to process a payment.
Please note an email is sent to the Property Manager/Owner to notify her/him your resident account needs to be activated.
How do I contact Rentals.com RentPay powered by Yapstone?
Please email us at:
Call us at: