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 |
|---|---|
| Scheduled payment reminder | Sent 7 days before a scheduled recurring payment is drafted, to homeowners who enrolled in recurring payments through Check to Digital. The email gives the date and payment method for the draft and says no action is needed. For full-balance autopay, it is not sent when the balance is zero or covered by credits. If a homeowner who pays the full balance makes a partial payment before the draft date, only the remaining balance is drafted. The reminder goes only to the login that set up the autopay, not to other logins on the account. It is not sent when payments are blocked on the account or the homeowner has unsubscribed from it. |
| Switch to online payments | Sent about once a quarter to eligible homeowners at management companies that use Check to Digital. No setup is needed. A homeowner is eligible if their most recent payment was a check, they are not already enrolled in autopay, and belong to an association that bills only annually or semiannually. The email invites them to set up autopay, and its Review & Complete My Setup button opens the Check to Digital screen. It is not sent if the homeowner received one in the last 90 days, or if the association has a charge coming due in the next 90 days. |
| 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. It is also sent when a one-time scheduled payment is canceled because the payment method it was scheduled with was removed. The email asks the homeowner to schedule a new payment, and the cancellation is recorded in the homeowner's activity notes. |
| Payment receipt | Sent after every completed payment as confirmation. The receipt now includes an itemized breakdown of the payment. |
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: Why didn't my homeowner receive a scheduled payment reminder?
A: This reminder is sent only to homeowners who enrolled in autopay through Check to Digital, and only to the login that set up the autopay. A homeowner who enrolled another way, or another login on the same account, does not receive it. Homeowners on full-balance autopay also do not receive it when their balance is zero or covered by credits, when payments are blocked on the account, or when they unsubscribed from it. If none of these apply and they still did not receive it, confirm the email address on the account is correct, then contact Vantaca Support.
Q: Which homeowners receive the Switch to online payments email, and why didn't mine?
A: Management companies that use Check to Digital send this email automatically. No setup is needed. If eligible homeowners are not receiving it, contact Vantaca Support.
Who receives the email
A homeowner receives it about once a quarter if all of these are true:
- Their most recent payment was a check.
- They are not already enrolled in autopay or recurring payments.
- They have an active account with a login.
- Their association bills only annually or semiannually.
- Their association is set up for Vantaca Pay.
Who does not receive it
A homeowner does not receive it if any of these is true:
- Their association has a charge coming due in the next 90 days.
- They already received this email in the last 90 days.
- Payments are blocked on their account, or their association does not allow recurring eCheck payments.
- They unsubscribed from this email.
See the Check to Digital article.
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: Why didn't my homeowner receive an email when their one-time scheduled payment was canceled?
A: The cancellation email for a one-time scheduled payment is sent when the payment is canceled because its payment method was removed, and only if the payment had not yet reached its scheduled date. If the payment was created by a recurring payment or autopay that was canceled at the same time, no separate email is sent for it, because the homeowner receives the email for the recurring payment or autopay instead.
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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