Paylease/Zego Troubleshooting

There are times where issues arise from Homeowner payments. If those payments are made through Vantaca, they are easy to research in the system. When those payments are made through third-party integrations, it is sometimes necessary to research in those third-party systems. In this article, we'll review how to research payments in the Paylease portal, as well as how to submit support tickets directly to Paylease. 

To get started you will need your Paylease log-in information. Once you are in the system you can navigate to the Transactions tab to look up any past transactions by homeowner name, address, or account number. This screen will give you the ability to view the status of each payment (Processing, Paid Out, Returned, NSF, Reversed, Declined Credit Card, Cancelled, or refunded).

Once you find the transaction you are looking for you can run a report to “Print a Receipt” where you can see all of the information for that payment:

Voiding a Transaction

You can void a payment directly from the Paylease portal using the following steps:

• From the top menu, select the Transactions tab and click View Transactions.
• Once you search for your transaction and find the one you want to void you can click the Void button on the right-hand side of the transaction line.

Refunding a Transaction

You can request a refund for any transaction that has previously been paid out.

• First, navigate to the Transactions tab and search for the transaction you are looking to have refunded.
• Once you find this transaction, select the Refund button on the right-hand side of the transaction. *Note – If a refund is colored grey and disabled, this is an indication that the transaction cannot be refunded.

 For more detailed information, see the attached document from Zego at the bottom of the article. 

Submitting a Paylease Support Ticket

First, you will start by logging in to your manager dashboard at www.gozego.com and select Manager Login in the upper right corner.

Next, you will need to select the dashboard login for the product that your case applies to.

Once logged in to your dashboard, click on the Support Center in the top right corner.

Fill out your case details and click submit. You will receive a confirmation email with your case number and a Paylease support agent will respond to your case in the order it was received.

 For more detailed information, see the attached document from Zego at the bottom of the article.