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.

During your Autopay setup, you can choose to:

Once your application is approved if you chose to invite the residents automatically:

We strongly recommend sending residents a message before Autopay invitations are sent.

This helps residents:

A communication template is available for you to use when notifying residents.

Send the message using the Announcements feature.

If you choose not to invite everyone during setup, you can invite residents later one at a time.

To do this:

You can also manually add a resident’s banking information on their behalf.

If you do this:

Bank details must be entered into Propra:

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.

Under Canadian banking regulations, residents can suspend their Autopay participation at any time.

If a resident does not want funds withdrawn:

After the cutoff:

Residents can:

Once residents are invited, they will appear on the Autopay Payee page with a status.

These payees have successfully completed setup by:

These payees:

These payees have received an Autopay invitation but have not completed setup.
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These payees:

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.

This status is set by the Propra team when unusual or potentially fraudulent activity is detected.

When suspended:

If you suspect fraudulent activity, contact Propra immediately:

If the tenants account cannot be activated due to the account being frozen or cancelled you can reset the Autopay by going to the tenants financial page, select the pencil icon to edit the payment details. Remove the bank details and save then re-add bank details.

Residents can:

To make payments successfully:

Click here to see how a resident sets up their Autopay

If a resident says they cannot make a payment, check the following:

Verify the property is turned ON in Autopay settings.

Verify the resident is enabled for Autopay.

Check for the green checkmark icon on the Autopay Payee page.

Confirm the invoice has:

Check whether the resident already has invoices pending payment.

Residents with unresolved NSF issues may be restricted from making payments until the issue is resolved.
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If the Collect with Autopay toggle will not enable for a payee, there are a few common reasons why this can happen:

Troubleshooting: Before resetting the payment details, confirm that the payee's banking information is complete and accurate and also a Canadian bank. If the banking information is correct but the Collect with Autopay toggle still cannot be enabled, follow the steps below to reset the Autopay configuration.

This process resets the Autopay configuration. Once completed, you should be be able to enable the Collect with Autopay toggle successfully.

Note: If the toggle still cannot be enabled after completing these steps, verify that the payee has active banking information, the payment details have been saved successfully, and there are no other issues with the payee's profile. If the problem persists, contact Propra Support for further assistance at [email protected]

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