Manager - Payment FAQs
Do residents need to do anything when we switch from Yapstone to FRONTSTEPS?
If the PMC/HOA is cancelling their account with Yapstone, the resident does not need to take any extra steps. The resident will just follow the steps to sign up for FRONTSTEPS to make their payments.
If the PMC/HOA is not cancelling their account with Yapstone, the resident will need to contact Yapstone (http://www.yapstone.com/contact/ ) to cancel any recurring payments that they have scheduled to avoid being double-billed when they create their new payment schedule through FRONTSTEPS.
What is the URL for PMC/HOA Admins to log in?
What is the URL for residents to log in?
Residents should go to the website (or payment portal) for their community. The URL can be obtained by contacting their HOA.
Why is my lockbox file downloading as an Excel (.xlsx) file instead of a text (.txt) file?
Please set your default application to open the lockbox file to a text reader instead of Excel.
For Mac: https://www.imore.com/how-set-mac-app-default-when-opening-file
For PC: https://support.microsoft.com/en-us/search?query=windows%20change%20default%20programs
How does a PMC/HOA change their account number/routing number where payments are deposited?
Please send an email to FRONTSTEPS Support ([email protected]) to update the banking information.
We originally signed up with Yapstone pricing but we would like to change to ProPay pricing. Can we do that?
Yes, you can switch to ProPay pricing by moving to our new FRONTSTEPS platform. Please reach out to sales for a demo ([email protected]).
How does a resident cancel a payment (including recurring ACH payments)?
The resident will need to reach out to their HOA.
How does a resident update their banking account information for recurring ACH payments?
The resident will need to reach out to their HOA to cancel their current payment schedule, and then the resident will need to log in to set up a new payment schedule with the new account information.
Why is the 4th blue button – Recurring ACH Payments – missing from our website?
The buttons had to be removed during an update to the system. For a small portion of sites, the buttons were not automatically added back to the sites. Please reach out to support to have the button added.
How do I refund a payment for a resident?
Login (https://aptx.cm/)
- Click on ‘People’
- Enter the Payer name in the ‘Name’ field
- Click Update
- Click on the resident’s name
- Click on the ‘Ref #’ for the payment
- Enter the amount to be refunded in the ‘Refund Amount’ field
- Enter any notes
- Click Process Refund
How do I cancel a recurring ACH schedule for a resident?
Login (https://aptx.cm/)
- Click on ‘People’
- Enter the Payer name in the ‘Name’ field
- Click Update
- Click on the resident’s name
- Click on ‘Methods’
- Click on the ‘Ref #’ for the payment schedule
- Click on ‘Deactivate Method’
Can our dues be deposited into multiple bank accounts?
No. At this time all funds can only be deposited into a single account per HOA.
Can we have a separate account for event fees or rentals, etc?
No. At this time all funds can only be deposited into a single account per HOA.
How long does it take for my balance to update after I make a payment?
Resident balances will be updated 24 hours after the lockbox file is loaded into the accounting system. If the balance has not updated, please reach out to [email protected].
The resident is receiving a ‘User not found’ error when trying to sign up
Here are the steps to view the information for your residents.
1. Go to your website
2. Click on the ‘Pay Online’ menu tab
3. PMC’s only, HOA’s skip to step 5: Enter the first 5 letters of the community name and hit 'Continue'
4. PMC’s only: Select the community
5. Sign in with your Admin username & password
6. Click 'Publish' -> 'Security' -> 'List Users'
7. Search for the user
8. Click to highlight the line below with their information, then click 'View Listing'.
9. Here you will see the information they need to enter. It will show lastname, firstname and below that their address. Just copy/paste that information and provide it to the resident, advising them to enter it exactly as shown.
Where do I download the lockbox files?
Here are the steps to retrieve the lockbox files:
1. Log into https://aptx.cm/
2. Click on 'Payments'
3. Click on 'Export Files'
4. Select the file you want to export by clicking on the corresponding 'Ref #'. *
5. Click Download (in the upper right corner)
*If you are unable to see your lockbox files, please contact [email protected]
You can also receive they daily via email by updating your notification settings.
Why are the residents receiving notifications about their balances?
Balance Notification Emails are sent out whenever the resident’s balance increases by more than $1.00. If the resident does not wish to receive these, they can unsubscribe through the email they received.
I added a new user to TOPS, but the resident is still unable to sign up.
It takes 48 business hours to process the new user. After 48 hours they will be able to create an account.
How do I add another user to the Admin Portal?
- Log into https://aptx.cm/
- Click on ‘Users’
- If you do not see the ‘Users’ tab, you will need to click on ‘Company’ and then ‘Users’
- Click on ‘+ New User’
- Add their contact information, and select their ‘User Group’
- Management Company is the default setting and will give Admin level access to download lockbox files and cancel payment schedules, etc.
- Select the communities they should have access to under ‘Accounts access’
- Click ‘Save User Info’
- An email will be sent to the new user allowing them to log in and set their password
I am receiving an error when uploading the lockbox file with my account software.
Please contact [email protected] for further troubleshooting.
When we signed up we did not add payments to all of our existing communities. How do we add payments at a later date?
Please reach out to [email protected] for assistance.
We would like to add a new community with payments.
Please reach out to [email protected] for assistance.
We would like to remove a community with payments.
Please send the cancellation request to [email protected].
Our FRONTSTEPS payment platform is not integrated with accounting software. How do we update our resident’s balance due?
You will not be able to enter an amount due for residents to pay. You will need to contact them via an alternate method, such as mail or email to inform them of their balance due. Your resident will then manually enter this amount into the payment processor.
A resident needs to pay more (or less) than the amount shown on my account balance.
Residents can edit the amount they would like to pay.