RentPayment makes use of Multi-factor Authentication to ensure the safety and security of your login experience.
As a property manager, logging into RentPayment can be supported by (2) different authentication options
-Email
-Mobile Phone
A selection is required.
This process will include being sent a (6) digit passcode, that when entered successfully will allow you to access RentPayment.
The passcode is session specific and expires within (5) minutes of being issued.
When logging into the platform for the first time, you will need to select one of the authentication options.
A benefit to this system is that while a password is required, the password itself will not expire. You will be able to make use of the username and password in combination with the MFA based One Time Passcode to access RentPayment.
To view your existing MFA Settings, please make use of the – MFA Settings – main menu item located on the screen when you first login to RentPayment. This menu will allow you to update your authentication method.
You can access the same settings via the – MFA Settings – Quick Options menu when locating your Profile via Person search within RentPayment.
To ensure you are receiving the One Time Passcode please make sure your contact information is up to date. You can update your
-Email
-Mobile Phone
By locating your profile and making the appropriate changes.
Via Person search, look up your profile as you would a resident.
Once located, click on the “Update” link within your profile to be able to manage your Email and Mobile number.
When updating your Email or Mobile number it will trigger a One Time Passcode validation to confirm the update was correct.
If you are having difficulties logging in, you will want to first work with your property management so that a Security User (a point of contact for your company that has the ability to create and edit Property Manager profiles) can ensure both the correct Email and Mobile Phone number are on file.
If the information is correct, and you are not receiving the code, please make use of the “Resend Code” option on the login screen.
It may also be recommended to enable both selections of Email and Mobile Phone to help increase deliverability of the One Time Passcode.
As well, below are some general troubleshooting recommendations if you find that you need to assist your residents with the process as well.
Common MFA Issues Residents May Face
- Not Receiving OTP (One-Time Passcode):
Residents may not receive the code via email or mobile phone due to incorrect contact information or delivery issues. - Incorrect OTP Entry:
Residents may enter the wrong code or fail to input it within the time limit. - Outdated Contact Information:
The email or mobile number used for MFA may be incorrect or outdated.
Steps to Assist Residents with MFA Troubleshooting
Step 1: Verify Contact Information
- Use the Resident Profile feature in your RentPayment Portal:
- Search for the resident’s profile using their name or account details.
- Open their profile to view their contact information (email and mobile phone) used for MFA.
- Confirm with the resident whether the displayed contact details are accurate.
Step 2: Check OTP Delivery Methods
- View enabled delivery methods in the resident’s profile:
- Confirm whether the resident has opted for email, mobile phone, or both as OTP delivery methods.
- If only one method is enabled, recommend enabling an additional method for redundancy.
Step 3: Resend OTP
- Advise residents to use the "Resend Code" option on their login screen if they did not receive the OTP.
- Ensure they wait for the resend timer (e.g., 60 seconds) before retrying.
Step 4: Troubleshoot Email and Mobile Phone Issues
- For email delivery:
- Ask residents to check their spam/junk folder.
- Ensure they are checking the correct email inbox associated with their account.
- For mobile phone delivery:
- Confirm that residents have opted into receiving text messages.
- Suggest verifying network connectivity or restarting their device.
Updating Resident Contact Information
If a resident’s email address or phone number needs to be updated, follow these steps:
Step 1: Access Resident Profile
- Log into your RentPayment Portal.
- Search for the resident’s profile using their name or account details.
- Select the profile from search results.
Step 2: Update Contact Information
- Navigate to the contact information section within the resident’s profile.
- Update the email address and/or mobile phone number as provided by the resident.
- Save changes.
Step 3: Trigger OTP Verification
- Once updated, an OTP will automatically be sent to the newly entered email address or mobile number for verification.
- Inform the resident that they must authenticate using this new OTP to complete the update process.
Additional Notes for Property Managers
- Property managers can view but cannot modify MFA settings directly (e.g., enabling/disabling delivery methods).
- Ensure residents understand that updating contact information directly affects MFA functionality and requires reauthentication.