AppFolio Tenant Portal Overview and Help
INSTRUCTION FOR VACATING YOUR RENTAL PROPERTY
The purpose of this document is to prepare you to leave your rental property in the condition you received it and to give you some guidelines that will help you obtain the maximum refund from your deposit. Your rental property must be thoroughly cleaned when you move out. If it is not cleaned satisfactorily, we will pay someone else and their compensation will come out of your security deposit. We will assess the condition of your rental property by comparing it to the conditions listed on your “Move-In Inspection Sheet” (where applicable). If you have any questions, please feel free to contact your resident manager.
How to Access Portal / Sign In
Activate Your Account Online
Download the Mobile App
Sign In to Your Online Portal
Log in here to access your Online Portal.
Set Up Two Factor Authentication
Enabling 2FA helps keep your Online Portal account secure in case your password is stolen.
Our recommended browsers are Google Chrome or Mozilla Firefox. As of January 2016, Microsoft stopped providing updates to Internet Explorer. As a result, it is no longer capable of supporting the Online Portal.
Make a One-Time Payment
On the Home or Payments tab, click Pay Now to make a one-time payment.
Select your payment method: eCheck (direct withdrawal from bank account) or use a Credit or Debit Card.
Enter your payment information (either your bank account information or credit/debit card information depending on the payment method you selected) then click continue.
Review the Payment Date and Payment Balance information for accuracy, then click continue. If you are paying with a credit or debit card, the transaction fee will be displayed. You can switch to eCheck to avoid paying this fee if desired.
Verify all your payment information, then click Make This Payment Now. You will receive a confirmation email once the payment is successfully submitted, please wait a few days for the payment to process and the funds to clear your account. If you didn’t receive a confirmation email, your payment was not received and you will need to repeat this process.
Set Up an Auto Payment
On the Home or Payments tab, click Set Up Autopay to create an automatically recurring payment
Select your preferred payment method: eCheck (direct withdrawal from bank account) or use a Credit or Debit Card.
If you are paying with eCheck, give the payment a name, select whether you want to pay a fixed amount or your outstanding balance, choose the payment start date, then enter your bank account information. If you are paying with Credit/Debit Card, enter your payment information, then click continue. On the next screen give the payment a name, select whether you want to pay a fixed amount or your outstanding balance, choose the payment start date.
Click Create Autopay. You will receive a confirmation email when your payment processes. You can review your autopay details on the Payments tab of your Online Portal.
How do I delete my auto payment?
How do I skip my auto payment for this month?
How do I change the amount of my auto payment?
Navigate to the Payments tab and locate the Scheduled Payments block. Click Edit under the auto payment you have created (you cannot edit payments created by your roommates). Update the amount of the payment then click Save at the bottom of the page.
How do I change the payment information of my auto payment?
I made a payment online by mistake. How do I stop the payment?
Once a payment has been processed and you receive an email confirmation message, you will need to contact your bank or credit card provider to issue a stop payment. If you have an auto-payment set up, you may need to cancel any future payments.
View Payment History
Click the Payments tab, then click View full account ledger to see a detailed account of all charges and payments posted to your account. Please contact your property manager if you have any questions about the transactions displayed.
Can I delete my saved bank account or credit card?
Yes, click the Account Profile tab and locate the Saved Payment Methods block. Under the saved payment method details, click the red Delete then click Yes to confirm.
Is there a fee to make payments online?
eCheck payments are free to you, but there is a non-refundable transaction fee for paying with a debit or credit card in the Online Portal. You are notified of the fee amount before you submit the payment.
How is my payment information protected?
A dedicated team monitors the security of our platform and infrastructure 24/7/365.
All sensitive data is encrypted both in transit and at rest.
Our security is regularly audited by third-party reviews.
Security is baked into our software development lifecycle.
In my portal it says I can't make online payments. Why not?
What are my payment options if I received a notice to pay by Certified Funds Only?
Electronic Cash Payments - Your property manager can provide you with a unique and reusable payslip with a barcode to use when making cash payments at participating locations. The cost to make an electronic cash payments is $3.99 for up to $1,500.00 in cash.
Cashier’s Check - Can be obtained from a bank or credit union
Bank Money Order
Where can I find my Electronic Cash Payment Slip?
You can find the electronic cash payment slip by navigating to the Payments tab, then clicking Download Payslip from the Electronic Cash Payments block. Alternatively, you may find your payslip as an attachment in your Shared Document tab.
Can my property manager see any of my payment information?
No. Your property manager cannot see any of the payment information you have saved or have previously entered.
What type of credit or debit card can I use?
Credit or debit card payments can be made from a Visa, Mastercard, JCB, Diners Club or Discover branded card from any country. American Express, gift cards, or prepaid cards are not accepted.
What type of bank account can I use to pay by eCheck?
You can use a personal or business checking or savings account. Make sure to enter the routing and account number exactly as they appear on your checks and confirm the account has sufficient funds before paying.
What is the maximum amount I can pay with eCheck?
What is the maximum amount I can pay with a credit or debit card?
What will an online payment look like on my bank statement?
eCheck payments appear as "[your management company]". Credit or debit card payments plus the online portal transaction fee appear as "AF* [your management company]."
Can I get a printed receipt for my payment?
Please contact your property manager and they can provide you with a receipt. Alternatively, if you have made an online payment, you will be sent an email confirmation and you can also see a record of your payments on the Account Ledger found in the Payments tab.
I do not have a bank account or credit card, is there another option?
Contact your property manager to learn about your payment options. In most locations, you are able to pay your rent in cash at a local 7-Eleven or Ace Cash Express. Your property manager can provide you with a unique and reusable payslip with a barcode to use when making cash payments at participating locations. The cost to make an electronic cash payments is $3.99 for up to $1,500.00 in cash.
Electronically Signing Leases
How do I sign my lease electronically?
Your electronic lease will appear as soon as you log into your Online Portal. Read through the document carefully and select the first initial line you see. You will be prompted to enter your full name and initials to create your electronic signature. As you read through your lease, click every initial and signature line that you see to provide your electronic signature until you have reached the end of the document.
How do I renew my lease electronically?
If you received an email that you have a lease renewal offer in your Online Portal, you can review the lease details on the Home tab of your portal. Review the offer(s) in the banner, then click View to begin signing the renewal offer of your choice.
I need to sign my lease, but I can’t find it in the Online Portal?
Your lease will display when you log in to the Online Portal. If you have dismissed it to sign it later, you will need to log out and log back in for it to appear again.
I signed my lease online, but my property manager says I haven’t finished signing. How do I fix this?
If your property manager has contacted you saying you have not finished signing your lease document, you have likely missed an initial line either in the middle or at the bottom of a page. Scan through each page of the document to locate the missing signature or initial line. There will be an initial line at the bottom of every page (including addenda) and a final Sign and Accept page where you will provide your full signature.
How do I update my electronic signature for signing documents?
Navigate to the Account Profile tab of your Online Portal, then click Edit Electronic Signature in the Signature block. Enter your legal full name and initials, then click Save.
How to Edit Your Account Details
Update Your Contact Information
Navigate to the Account Profile tab and locate the Contact Information block. Here you can update the email address you use to log into your account, the phone number, mailing address, and vehicle information your property manager has on file for you.
I no longer rent with this property manager. How do I delete my account?
Please contact your property manager and ask them to delete the login information associated with your account.
How do I update my password?
Can I change the language of my Online Portal?
You can change the language to Spanish. Click the Account Profile tab on the left, then in the Choose Your Language section use the menu to select Spanish, then click Save.
How do I give my notice to vacate to my property manager?
Can I set up reminders to pay rent?
Yes, you can set up either email reminders or mobile push notifications if you have the Online Portal app on your phone. Navigate to the Account Profile tab of the Online Portal, then in the Contact Preferences block, select what kind of recurring payment reminders you would like to enable, then click Save.
Submit / Check On a Maintenance Request
Submit a Maintenance Request
How to Check on a Maintenance Request
You can view the high-level status of your maintenance request on the Maintenance tab. The status will range from received, to technician contacted, to technician scheduled, to completed. Select Check Status for a detailed view of all communication sent to you and a status timeline of your request.
View or Download Documents
View or Download Shared Documents
You’ll receive an email notification any time your property manager sends you a document securely to your Online Portal. Navigate to the Shared Documents tab to access these documents.
View or Download Your Lease
Click Property Details from the menu on the left to view or download your online lease documents.
Upload Proof of Renters Insurance
Sign up for renters insurance through the Online Portal
If your property management company has this feature enabled, you can purchase a renters insurance policy directly through your online portal. Navigate to the Home tab and click Purchase Renters Insurance to receive an estimate.
View your renter's insurance policy information
Navigate to the Insurance tab to view or update your renters insurance policy.
View Liability to Landlord Insurance Coverage
If your property management company has enrolled you in Liability to Landlord Insurance, you will see a Notice of Liability to Landlord Insurance link on the Property Details tab. Click this link to view your summary of coverage.
View Another Unit
I have two (or more) Online Portals but I'd like to have them combined into one. How do I do this?
Only your property manager is capable of combining your Online Portals, so please contact them directly to make this request. Your Online Portals must be managed by the same company in order to combine them.
View Another Unit
If you rent multiple units from your property management company and you wish to make payments or details for a different unit, click View Another Unit, then click the button for the unit you wish to view. Each unit must be activated separately, so if you don’t see the unit you’re looking for, contact your property manager.
Be sure to notify the utility companies (power, gas, water/sewer, trash, telephone, cable), leave all keys inside a drawer in the kitchen and email firstname.lastname@example.org the day you vacate letting us know. Also leave your forwarding address with the post office and Next Step Property Management Within 7 days. You will receive your security deposit refund and a Statement Of Deposit Accounting within 30 days of vacating.
Your cooperation is greatly appreciated. Let us know if you have any questions or concerns that need to be addressed.