If your association uses Vantaca Pay, homeowners automatically receive email notifications when key payment events occur on their account. This article describes which emails they may receive and when they are sent.
Payment Notification Types
Vantaca Pay sends the following automated emails to the address on file for the homeowner account:
| Notification | When it is sent |
|---|---|
| Upcoming autopay notice | Sent before a scheduled autopay payment is processed, to let homeowners know a payment is coming. |
| New recurring payment scheduled | Sent when a recurring payment or autopay arrangement is set up on the homeowner's account. |
| Recurring payment stopped | Sent when a recurring payment or autopay is canceled or disrupted for any reason. |
| Payment receipt | Sent after every completed payment as confirmation. |
Frequently Asked Questions
Q: Why are my homeowners not receiving payment notification emails?
A: Payment notifications are sent to the login email address on file for the homeowner account (this may be different from an action items email). If they are not receiving them:
- Check that the email address is correct in the homeowner profile.
- Have the homeowner check their spam or junk folders.
Q: Can homeowners receive text message notifications instead of email?
A: Text notifications are not available for payment events at this time. Notifications are sent by email only. However, homeowners can receive payment reminder text messages. For instructions, see the "Vantaca Home: Profile Settings Page" article.
Q: What if a homeowner's autopay was stopped and they did not cancel it?
A: If a homeowner's autopay was disrupted, Vantaca sends an email explaining the reason. Common causes include an expired or removed payment method. You may need to re-enroll the homeowner. If you need help with setting up autopay, see Set Up Recurring Credit Card, Bank Account, or Auto-Draft Payments.
Q: My homeowner set up a recurring payment but did not receive a confirmation email. What should I do?
A: Confirm that the email address on the homeowner's account is correct and is the same email address they use to log in. If the address is correct and they still did not receive the email, contact Vantaca Support.
Q: My homeowner says the address on their payment link looks incorrect or blurred. What should I do?
A: This is expected. To protect homeowner privacy, the address shown on Pay Now links is partially masked: the house number, state, and zip code are visible, but the street name and city are hidden. A tooltip on the page explains the masking to homeowners. If the visible portion of the address looks incorrect, contact Vantaca Support.
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