Managing Vendors: Enrollment, Invitations and Vendor Details

This article explains how to handle the everyday vendor situations your company will run into with Vantaca Vendor Pay: how a vendor gets into Vantaca Vendor, what to check when one is missing, how invitations work, how to fix or change a vendor's email and address, how a vendor is paid before they onboard, and who can edit which details once they have.

For a screen-by-screen description of the MC Dashboard (the vendor list, Data Quality tab, Onboarding Tasks page, Transaction Monitor and reports), see "Vantaca Vendor MC Dashboard Guide". For payment statuses and invoice notes, see "Understanding Payments: Statuses, Notes and Payment Methods". For cancelling, reissuing and returned payments, see "Stopping, Reissuing and Returned Payments".

In this article

• Getting vendors into Vantaca Vendor
  • How does a vendor get into Vantaca Vendor?
  • How do I add a new vendor to Vantaca Vendor Pay?
  • Why isn't my vendor showing in Vantaca Vendor?
  • I set the vendor up with a different pay type. Can I still invite them?
  • Which invoices should not go through Vendor Pay?
  • Why did a homeowner or board member get a Vantaca Vendor email?
• Invitations
  • When does a vendor receive an invitation?
  • How long do invitation links last, and why doesn't forwarding work?
  • How do I resend an invitation, and what are the limits?
  • A vendor says they never got the invitation. What should I check?
  • How do I follow up with vendors who haven't onboarded?
  • What is the transition campaign?
• Vendor emails
  • How do I fix a vendor's missing or bounced email?
  • How do I change a vendor's email address?
  • Which email addresses does a vendor account have?
• Vendor addresses and details
  • How do I update a vendor's address?
  • Which address does a vendor's check go to?
  • Who can edit which vendor details after onboarding?
  • What happens when a vendor changes their banking or payment method?
  • How is a vendor paid before they onboard?
• Access
  • How do vendors log in?
  • Can a vendor add a teammate, or can I give my staff different roles?
• Where do I go for payment questions?
• Frequently asked questions
• Need more help?

Getting vendors into Vantaca Vendor

How does a vendor get into Vantaca Vendor?

A vendor from your Vantaca records is enrolled in Vantaca Vendor (and invited) when any one of these happens:

1. Its pay type in Vantaca is set to Vendor Pay. This is the normal route.
2. A payment for it comes through Vantaca Vendor. If an invoice for the vendor is paid through Vantaca Vendor, the vendor is enrolled at that point.
3. It is invited manually. You can invite a vendor from the MC Dashboard, or Vantaca Vendor support can add and invite the vendor for you.

Vendors on any other pay type (check, ACH through another process, autodraft and so on) are not enrolled and are not invited, even if they're brand new. Adding a vendor in Vantaca with a different pay type does nothing on the Vantaca Vendor side.

Once a vendor qualifies, its record syncs over to Vantaca Vendor within minutes. If you just switched a vendor to Vendor Pay, give it a few minutes and refresh.

How do I add a new vendor to Vantaca Vendor Pay?

You can add vendors at any time; there's no need to contact support.

1. Complete your normal vendor setup in Vantaca (requesting standard payment and insurance information as usual), including an email address for the vendor.
2. Set the vendor's pay type to Vendor Pay. This is a requirement, not a preference.
3. Process their invoices as usual.

The vendor is invited automatically once it syncs over; you don't need to send anything. Vendors don't need to onboard to get paid, but onboarding lets them see their payments and choose faster payment methods.

Why isn't my vendor showing in Vantaca Vendor?

In almost every case this isn't a sync problem: the vendor hasn't met one of the three conditions above. Work through these in order before contacting support:

1. Pay type. Open the vendor in Vantaca and confirm the pay type is Vendor Pay. If it's anything else, change it to Vendor Pay. This is the recommended fix: the vendor syncs over shortly afterwards and is invited automatically.
2. Active status. Make sure the vendor is active in Vantaca. Inactive vendors aren't picked up.
3. Email on file. A vendor with no email address still comes across, and shows up on the MC Dashboard's Data Quality tab, but no invitation can be sent until an email exists. Add it there; saving it sends the invitation automatically and updates the vendor's record in Vantaca.

If the vendor is on Vendor Pay, active, has a correct email, and still doesn't appear after a few minutes, contact support.vendor@vantaca.com with:

• your management company name,
• the vendor's name as it appears in Vantaca, and
• the vendor's email on file.

Support can add or invite the vendor directly.

I set the vendor up with a different pay type. Can I still invite them?

Yes. The recommended way is to switch the vendor's pay type to Vendor Pay in Vantaca. That enrolls the vendor, sends the invitation automatically, and routes their future invoices through Vantaca Vendor.

The pay type applies to every invoice for that vendor, so switching it changes how all of their future invoices are paid. That's what you want for a normal service vendor. For payees who shouldn't go through Vendor Pay at all (utilities, autodraft, insurance, reimbursements), leave the pay type as it is (see the next question).

Which invoices should not go through Vendor Pay?

Because the Vendor Pay pay type applies to every invoice for that vendor, utilities, autodraft payments, insurance premiums and reimbursements can get swept into Vendor Pay when a vendor's pay type defaults to Vendor Pay. Set those vendors to a different pay type on their Vantaca record so their invoices are paid outside Vendor Pay.

Vendors already on an auto-draft arrangement in Vantaca are left out of Vantaca Vendor Pay entirely during your transition campaign.

If one of these payments has already gone through Vendor Pay, see "Stopping, Reissuing and Returned Payments".

Why did a homeowner or board member get a Vantaca Vendor email?

Homeowners set up as vendors for reimbursements (for example owner refunds) are designed not to receive Vantaca Vendor invitations or payment emails. If a homeowner or board member does receive an invitation and isn't a vendor, they can simply reply to the email and ask to be removed; we'll take them off the invitation list.

To keep reimbursement payees out of Vendor Pay altogether, set them to a pay type other than Vendor Pay (see the previous question). On the MC Dashboard's Data Quality tab, you can Dismiss a homeowner reimbursement record that shows up as an email or address issue.

Why a homeowner might get a Vantaca Vendor email anyway: by design, payees set up as homeowners (including owner refunds) never receive invitations or payment emails. If a homeowner or board member does receive one, they're almost always set up in Vantaca under a regular vendor category rather than as a homeowner. Correct the category on their Vantaca record so it doesn't happen again. The person can also reply to the email and ask to be removed.

Invitations

When does a vendor receive an invitation?

• When the enrolled vendor syncs over. The invitation is not tied to a paid invoice; a vendor set to Vendor Pay with a valid email is invited once its record arrives in Vantaca Vendor.
• At launch, after your transition notice. When your company first goes live, you send a one-time transition notice to your vendors, and Vantaca sends its own invitation the next calendar day at 6:30 AM Pacific (see "What is the transition campaign?" below).
• When a payment arrives for a vendor who hasn't claimed their account, they also get a "Payment Received — claim your profile" email.
• On a mailed check. If the vendor hasn't onboarded by the time a check is mailed, the check carries a QR code. Scanning it emails a fresh invitation link to the email address already on file; it is not a way to sign up with a different address.
• Reminders. Vendors who haven't finished get automatic reminders on days 3, 6, 9 and 12 after the invitation. Reminders stop as soon as the vendor claims their account, so the fastest way for a vendor to stop them is to complete the invitation.

Vendors with no email, or whose email has bounced, receive no invitations or reminders until the email is fixed.

How long do invitation links last, and why doesn't forwarding work?

Invitation links are:

• single-use - once opened, they're spent;
• short-lived - they expire 24 hours after being sent; and
• tied to the email address they were sent to.

If a vendor opens an expired link, the page offers them a fresh one; they don't need to ask anyone, so you rarely need to resend for that reason.

Because the link only works for the address it was sent to, forwarding an invitation to a colleague fails. If the invitation went to the wrong person, a shared inbox, or someone who has left the company, don't have them forward it; get the email corrected instead (see "How do I change a vendor's email address?"), which re-addresses the invitation.

How do I resend an invitation, and what are the limits?

1. In the MC Dashboard, open your vendor list.
2. Click the vendor.
3. Click Resend Invite (or send the invitation, if one hasn't been sent yet).

This is handy when you're on the phone with a vendor and want to send the link on the spot.

Limits:

• Up to 3 resends per vendor, at least 48 hours apart. The counter on the vendor's row shows how many you've used.
• Resends are per vendor; there is no bulk resend.
• Resend is not available once the vendor has onboarded.
• Resend is blocked while the vendor's email is bouncing (on the Bounced Emails list). Fix the email instead; saving a new email sends a fresh invitation and resets the counter.

Because of the automatic reminders and self-service fresh links, manual resends are mainly for vendors who say they never received anything.

A vendor says they never got the invitation. What should I check?

Common causes, in order:

1. Pay type - the vendor isn't set to Vendor Pay in Vantaca, so it was never enrolled.
2. No email on file - check the Data Quality tab.
3. Bounced or spam-reported address - check the Bounced Emails list and fix the email.
4. Wrong recipient - the invitation went to a generic inbox, a former employee or someone who has left; correct the email.
5. Spam folder - have them look for a message from Vantaca Vendor (on the vendor.vantaca.net domain) and, for your transition notice, from your company's name.
6. Expired link - links last 24 hours; the vendor can request a fresh one from the expired-link page.

To confirm, look at the Invite sent date on the vendor's row in the MC Dashboard; a blank date means no invitation has gone out yet. If the email is right and the vendor still says they have nothing, use Resend.

How do I follow up with vendors who haven't onboarded?

1. In the MC Dashboard, go to Vendors and use the Aging Vendors filter (invited 3 weeks / 1 month / 3 months ago and still not onboarded).
2. Call the vendor. Common reasons they haven't finished: the email went to the wrong person, landed in spam, or the vendor assumed it was optional.
3. If the email was wrong, correct it from the vendor's Details panel; the invitation is re-sent automatically.
4. If the email is right and they say they never got it, use Resend (up to 3 times, 48 hours apart).
5. Reassure them that they are still being paid in the meantime (see "How is a vendor paid before they onboard?"), and that onboarding lets them see their payments and choose faster methods.

A phone call usually converts more vendors than another email.

What is the transition campaign?

When your company first goes live, the MC Dashboard opens on an Onboarding Tasks page where you send a one-time transition notice, in your company's name, telling your vendors that payments are moving to Vantaca Vendor. Vantaca's own invitation follows the next calendar day at 6:30 AM Pacific, then the reminders above. Before sending, add missing emails and fix address issues on the Data Quality tab: every fixed email is a vendor who actually gets invited. After launch, vendors you add with the Vendor Pay pay type are invited automatically.

The screen, what vendors receive, the send steps and the timeline are described in full in "Vantaca Vendor MC Dashboard Guide".

Vendor emails

How do I fix a vendor's missing or bounced email?

A vendor without a usable email still appears in Vantaca Vendor and is still paid, but can't be invited. Fix it in the MC Dashboard, either on the Data Quality Issues tab (or its Bounced Emails list) or from the vendor's Details panel. Saving the new address automatically sends the invitation and updates the vendor's email in Vantaca; there's nothing further to do. (For exactly what the Data Quality tab checks and when a new address is refused, see "Vantaca Vendor MC Dashboard Guide".)

Getting the right email: check your vendor files, call the vendor, or ask the team that owns the relationship. Use the address of the person who handles the vendor's invoicing and banking, and avoid a generic inbox if you can: the invitation link is tied to the address it was sent to and can't be forwarded. Also check that an existing email is still correct; an address belonging to someone who has left, or a shared inbox nobody watches, means the invitation was "sent" but never seen.

This dashboard fix works only for vendors who haven't onboarded. For onboarded vendors, see the next question.

How do I change a vendor's email address?

Vendors always ask their management company to change their email; they can't change their login email themselves. What you do depends on whether the vendor has onboarded.

Vendor has not onboarded yet - you change it yourself

1. In the MC Dashboard, open the vendor's Details panel, or find it on the Data Quality tab.
2. Enter the new email and save.

Saving does two things automatically: it re-sends the invitation to the new address, and it updates the vendor's email in Vantaca. You don't need to send a separate invitation.

You can also change the email on the vendor record in Vantaca, and that change syncs to Vantaca Vendor within minutes, but only for vendors who haven't claimed their account yet. Once a vendor has claimed (signed in) or onboarded, the vendor's own details take priority and Vantaca edits no longer overwrite them. The MC Dashboard edit is the more reliable path.

Vendor has already onboarded - send the request to support
The email is locked in the MC Dashboard. Only Vantaca Vendor support can change it, and only with your approval. Send the request to support.vendor@vantaca.com with:

• the vendor's name,
• the current email,
• the new email, and
• confirmation that you approve the change.

We'll make the update and let you know. Changing the login email moves the login itself: afterwards the old address can no longer sign in and the new one can.

For the vendor's security, we don't change a login email on the vendor's request alone: whoever controls that address controls the account. That is why vendors who ask support directly are directed to you.

Which email addresses does a vendor account have?

A vendor account has three different emails, and a "please change our email" request usually means one of them:

1. Login email - the vendor's identity in Vantaca Vendor: the address they type on the login page and where sign-in links go. Changed as described above.
2. Contact email and phone - the day-to-day contact details on the vendor's profile. Onboarded vendors update these themselves.
3. Remittance / notification email - where payment emails are sent. Vendors set this themselves under Profile → Notifications. If it's blank, payment emails go to the login email. On the same screen vendors can opt out of the "Payment Received" and "Payment Deposited" emails.

Tip: "Our old address still gets the payment notices" almost always means the remittance email was never updated. The vendor can fix that themselves at any time without a login-email change.

Vendor addresses and details

How do I update a vendor's address?

Vendor has not onboarded yet: you can correct the vendor's business address yourself on the MC Dashboard's Data Quality Issues tab. The change is pushed to the vendor's record in Vantaca. Keep address line 1 to 35 characters or fewer; longer lines are rejected when the record syncs.

Vendor has onboarded: the address can't be changed from the MC Dashboard. The business address is maintained in Vantaca; make the change there as usual and contact support so the Vantaca Vendor record matches (Vantaca edits sync automatically only for vendors who haven't onboarded). The vendor's check address is maintained by the vendor in their own profile.

Which address does a vendor's check go to?

The vendor's check (remit-to) address if one is set, otherwise the business address.

Fixing an address on the Data Quality tab updates the business address only. If a not-yet-onboarded vendor has a separate check address on its Vantaca record, correct that in Vantaca.

Who can edit which vendor details after onboarding?

Until a vendor onboards, the details on your Vantaca vendor record are what Vantaca Vendor uses. Once a vendor onboards, the vendor takes over some fields through their Vendor Profile (these become read-only on your side), and others stay maintained by you in Vantaca:

Changes you make in Vantaca to company name, DBA, Tax ID or business address sync to Vantaca Vendor only for vendors who have not yet onboarded. For an onboarded vendor, make the change in Vantaca as usual and contact support so the Vantaca Vendor record matches.

What happens when a vendor changes their banking or payment method?

Changes to payment details (bank account, check address, virtual-card email or payment method) are reviewed manually by the Vendor Pay team, usually within up to 2 business days. There is no automatic timer.

• Until the change is approved, payments continue to the previously verified details.
• A vendor can have only one pending change at a time, and can cancel a pending change.
• The vendor receives a "Security Alert" email about the change, and our team calls the vendor to confirm the change before approving it.
• Switching between Standard ACH and Same-Day ACH on the same bank account applies immediately.

A payment's method is locked when Vantaca Vendor Pay picks the payment up, so an approved change applies to the vendor's next payments.

How is a vendor paid before they onboard?

Vendors don't need to onboard to be paid. Until a vendor completes onboarding, Vantaca Vendor Pay uses the details on your Vantaca vendor record:

• If your Vantaca record holds bank details, the vendor is paid by ACH to those details, as entered. They are not verified by Vantaca. Make sure they are the vendor's own account and not a placeholder or shared account used across several vendors; otherwise the money goes to whoever owns that account.
• If there are no bank details, the vendor is paid by check to the address on the record.

Once a vendor onboards, only the banking the vendor entered and the Vendor Pay team reviewed is used. Any ACH details typed into Vantaca are ignored for that vendor from then on.

Access

How do vendors log in?

Once onboarded, vendors log in at https://vendor.vantaca.net/vendor/login by entering their email and clicking Approve this login in the email we send them. There's no password to set up or forget, which is worth mentioning if a vendor asks you about their login.

• The link is valid for 30 minutes and works once.
• If a vendor types an email that isn't on their account, no email is sent and no error is shown. This is the most common reason a vendor says the login email never arrived; confirm which address is on their account.
• Some email security tools ("link scanners") open links automatically, which can use up the link before the vendor clicks it. If that happens, the vendor can enter their email on the login page again to receive a new link.

Can a vendor add a teammate, or can I give my staff different roles?

Vendors: no. Each Vantaca Vendor account has one login email, and adding a second user or teammate isn't available. If the person who manages the account changes (someone left, or the invitation went to a shared inbox), the fix is to change the login email to the right person, as described in "How do I change a vendor's email address?".

Your company: who can open the MC Dashboard is controlled by Vantaca roles. A Vantaca System Administrator gives a role VendorHub Access and Superuser permissions under Settings > Roles; there's no user list inside the dashboard itself. The dashboard is also available only to management companies Vantaca has enabled. See "Vantaca Vendor MC Dashboard Guide" for the step-by-step and the "coming soon" page.

Where do I go for payment questions?

• Vantaca shows "Check" for a payment, or an ACH vendor was paid by check. Vantaca's payment record shows "Check" for every Vendor Pay payment whatever the real method; read the invoice notes or the Transaction Monitor. See "Understanding Payments: Statuses, Notes and Payment Methods".
• Cancelling, voiding or reissuing a payment, a check that says delivered but hasn't arrived, or a failed or returned payment. A payment can be stopped until the money reaches the vendor, and you choose a refund to the association or a replacement to the vendor, not both. Never void the invoice in Vantaca. See "Stopping, Reissuing and Returned Payments".

Frequently asked questions

Do vendors need to onboard to be paid?
No. A vendor who never onboards is still paid, by ACH to the bank details on your Vantaca record if there are any, otherwise by check. Onboarding gives them visibility into their payments, lets them choose faster options, and means their own reviewed details are used from then on.

How long does a new vendor take to appear?
Once the vendor qualifies (Vendor Pay pay type, a payment, or a manual invite), the record syncs over within minutes.

Does changing a vendor's details in Vantaca update Vantaca Vendor?
For vendors who haven't claimed their account yet, yes: email, name and address changes in Vantaca carry over. Once a vendor has claimed or onboarded, the vendor's own profile takes priority and Vantaca edits no longer overwrite it. To change an onboarded vendor's email, send the request to support with your approval; for company name, DBA, Tax ID or business address, change it in Vantaca and contact support so the records match.

Can the vendor change their login email from the portal?
No. The vendor asks you, and either you change it in the MC Dashboard (not yet onboarded) or you send us the request with your approval (onboarded).

The invitation went to the vendor's old bookkeeper. Can they forward it?
No; the link is tied to the address it was sent to. Correct the email instead: in the MC Dashboard if the vendor hasn't onboarded, or through support if it has.

A vendor onboarded with a personal email and wants a company address.
Send the request to support with your approval, and we'll move the login email. The vendor can update their remittance email themselves under Profile → Notifications at any time.

Does the vendor's bank matter?
No. Vantaca Vendor works with any U.S. bank; no integrated or partner bank is required on the association's side or the vendor's.

A vendor appears twice in the list.
This happens when the same vendor exists as two records in Vantaca or under two management companies. Contact support with both names and the XN of a recent payment, and we'll look into merging them.

A vendor wants to be removed from Vantaca Vendor.
Email support with the vendor's name and the XN of a recent payment. To stop future invoices going through Vendor Pay, set the vendor to a different pay type in Vantaca.

Need more help?

Contact Vantaca Vendor support at support.vendor@vantaca.com.