Getting Residents Set Up with Autopay
Once your Autopay application has been approved, you can begin inviting residents and owners to sign up for Autopay through their Resident Portal.
Autopay allows residents to securely connect their Canadian bank account and make rent payments, schedule payments, and manage their payment preferences online.
Inviting Residents to Autopay
During your Autopay setup, you can choose to:
Invite all residents automatically
Or invite residents individually later
Once your application is approved if you chose to invite the residents automatically:
Residents will receive an email invitation
The email contains a secure link to log into their Resident Portal
From the portal, they can enter their banking information and activate Autopay
Recommended: Notify Residents Before Sending Invitations
We strongly recommend sending residents a message before Autopay invitations are sent.
This helps residents:
Recognize the email link as legitimate
Feel comfortable entering their banking information
Reduce confusion or concerns about fraud
Send the message using the Announcements feature.
Inviting Residents Individually
If you choose not to invite everyone during setup, you can invite residents later one at a time.
To do this:
Open the Tenant or Owner profile
Go to the Financial tab
Click the pencil icon
Select the option to invite the resident to sign up for Autopay and send an invitation
This option is only available after your Autopay application has been approved.
Manually Adding Bank Details
You can also manually add a resident’s banking information on their behalf.
If you do this:
You must obtain a signed Variable PAD Agreement
Upload the signed agreement to the Tenant or Owner’s Documents page for record keeping and compliance
Banking Information Deadlines
Bank details must be entered into Propra:
Before 4:00 PM MT / 6:00 PM EST on the last business day of the month
This ensures the information is included in the upcoming Autopay collection.
If banking information is added too late, the resident may not be included in the next rent pull.
Resident Autopay Suspension Rules
Under Canadian banking regulations, residents can suspend their Autopay participation at any time.
If a resident does not want funds withdrawn:
They must suspend payments before 4:00 PM Mountain Time / 6:00 PM EST on the last business day of the month
After the cutoff:
Upcoming transactions cannot be stopped
Residents can:
Select Suspend Payments to stop collections
Select Reactivate Payments to resume Autopay later
Understanding Autopay Payee Statuses
Once residents are invited, they will appear on the Autopay Payee page with a status.
Activated
These payees have successfully completed setup by:
Connecting their bank account through the portal
Or having bank information manually added to their Financial page
Status Icon
Green checkmark icon
Incomplete
These payees:
Are not active
Do not have an email address on file
Cannot be invited to Autopay yet
How to Resolve
Click the payee’s name to open their profile
Add an email address on the Contact tab
Go to the Financial tab
Click the pencil icon next to Payment Details
Add bank information or send an Autopay invitation
Invited
These payees have received an Autopay invitation but have not completed setup.
How to Resend an Invitation
Open the resident profile
Go to the Financial tab
Click the pencil icon next to Payment Details
Resend the invitation email
Status Icon
Clock icon
Not Invited
These payees:
Have an email address on file
Have not yet been invited to Autopay
Cancelled
These payees previously signed up for Autopay but later chose to opt out.
This status updates automatically when a resident cancels Autopay from the Resident Portal.
Suspended
This status is set by the Propra team when unusual or potentially fraudulent activity is detected.
When suspended:
All Autopay activity is paused for the payee
Only Propra can remove the suspension
If you suspect fraudulent activity, contact Propra immediately:
Email: [email protected]
Phone: 587-858-2572
Resident Portal Payment Features
Residents can:
Make one-time payments
Schedule future payments
To make payments successfully:
The resident must owe money on their account
Troubleshooting Resident Payment Issues
If a resident says they cannot make a payment, check the following:
1. Property Autopay Is Enabled
Verify the property is turned ON in Autopay settings.
2. Payee Autopay Is Enabled
Verify the resident is enabled for Autopay.
3. Resident Status Is Activated
Check for the green checkmark icon on the Autopay Payee page.
4. Invoice Collection Settings
Confirm the invoice has:
Collect With Autopay enabled
5. Pending Payments
Check whether the resident already has invoices pending payment.
6. NSF Status
Residents with unresolved NSF issues may be restricted from making payments until the issue is resolved.