Payment FAQ for Commercial Admins

Payment FAQ

If your property is taking payments through VTS Rise, you can use your management portal to view recent payments, confirm payment failure details, as receive emails based on payments.

How do I view transaction status?

Step 1

Select Advanced from the navigation menu then select Ledger. In the upper navigation bar, select Transactions.

Step 2

Using the filter options at the top of the screen, select the tenant, type of payment status, or date range you would like to view, and select Apply Filters.

Step 3

View payment status in the Status column.

• Cancelled: Payment has been canceled.
• Completed: Payment fully processed and accepted.
• Failed: Payment was declined.
• Pending: Payment has been submitted and is still being processed by the payment processor.
• Refunded: Payment has been refunded.
• Refund Failed: Payment Refund was declined.

At times, a card payment will fail instantly. This is typically due to lack of available credit/funds or a processing issue due to a zip code/billing address mismatch, etc.

• These are not considered NSFs as they are never processed by the bank and then returned due to insufficient funds.
• No Yardi batch ID is created and nothing is posted into Yardi in these instances.
  • Bank payments that fail due to insufficient funds, will show as Failed status, the NSF function will automatically run in Yardi, and the Yardi Batch Status will reflect as NSF. These payments are fully processed by the financial institution and then returned as Failed Status.

How do I download a monthly report of all transactions?

Step 1

Select Advanced from the side navigation menu then select Ledger. In the upper navigation bar, select Transactions.

Step 2

Using the filter options at the top of the screen, select the tenant, type of payment status, or date range you would like to view, and select Apply Filters.

Step 3

Select Export as CSV. 

My occupant receives the error message: “This account does not allow online payments. Please contact your Property Manager for assistance.” What does that mean and what do I need to do?

The Property Manager needs to update the Occupant Account in Yardi to allow online payments.

• Cause: Occupant record in Yardi is set to one of the following payment status types:
  • Do Not Accept (1)
  • Cash Only (2)
  • On Hold (3)
    •  Remedy: In order to accept payments on the Rise platform, the Tenant record in Yardi must be set to a status of Any (0)

How do I set up Payment Emails?

Step 1

Select Settings then Payments in the navigation menu.

Step 2

Locate the settings Email notifications for payment confirmation and Email notifications for payment failure.

Check the box next to these settings, and it will open another field, Enter emails on which you want to receive payment related mails.

Note: You can separate multiple emails by comma.

How do I issue a refund to my occupant?

Please reach out to [e-mail] for help with this concern.