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FSPay Dashboard FAQs

Article 000001928 · Updated Jan 10, 2024

We’re updating this article. Some screenshots or names may look older than what you see in the product.

FSPay Dashboard FAQs


PAYMENTS

1. What are the default settings when I first log into the reporting dashboard?
When landing on the reporting dashboard:
      • We default the payments to those occurring in the current month, in descending order (with the
         most recent payment first).
      • All payments, across all a Management Company’s communities are displayed.

2. How far back can I go to see my payments?
Right now, you can go back to all of time. There is no limit now, but be aware that it may take some time to
load as there may be a lot of data.

3. Will all Failed payments show up in Caliber?
Only Failed ACH payments will be shown in Caliber.

Since ACH payments can take 3-5 business days to clear the funds, we assume the payment is successful and
therefore, send the transaction to Caliber. If the payment comes back as with either Failed or Succeeded,
then we will send the updated status to Caliber.

For failed ACH payments, those transactions will need to be manually reversed off of the ledger.
Since card (credit card and debit card) payments fail immediately, these transactions are not sent to Caliber.
These failed card payments in the reporting dashboard are for transparency in case homeowners have
questions on their payments.

4. Can I see why a payment failed?
Yes! Click on the ‘Show Details’ action and the failure reason will be displayed.
Note, specific failure messages prior to May will all be the generic code E9999. We did not capture the
specific reasons for failed payments until end of May.

5. Will I be alerted or notified of Failed payments?
If alerting is set up and configured in Caliber, then yes, alerts should trigger when an ACH payment fails.

6. Do I need to reverse failed payments off of the ledger?
Only failed ACH payments will need to be reversed off of the ledger.
Failed card payments do not get sent to Caliber and therefore, will not need to be reversed.

7. What does the Payment ID represent in the Reporting Dashboard? Is it the same ID in Caliber?
The payment ID in the Reporting Dashboard is the confirmation number that homeowners receive on their email receipt. This is not the same as the Reference Number/ID in Caliber.

8. Why can't I see my Community in the list?
If your Community is not listed the following may apply: 

9. What email is a homeowners receipts going to?
To view or edit the email address the receipts are going to, navigate to the Payments menu > select 'Options' (three dot icon) > select 'View Receipt'. From here you can see the email that is receiving receipts and edit if needed. 

10. Can I see if the payment is one-time or scheduled? 
Yes. This information is located under the Payments menu, in the 'Scheduled' column. This column indicates if a payment was a One-Time payment or a Scheduled payment.

11. Why did a homeowners payment fail?
An owners payment usually fails due to an error. Common failure reasons are:

If you are needing more assistance, please feel free to reach out to our FSPay support team at [email protected].

12. What does the E9999 error mean?
Some payment failures will have a generic code of (E9999). In cases of potential fraud, details are not given on what specifically is causing the error to prevent further attempts. If more details are required on why a payment has failed, please feel free to reach out to our FSPay support team at [email protected].

13. Why is a payment 'pending'?
A payment may be pending due to the payment processor attempting to validate the payment method information, validating a new payment method being used. ACH payments can take up to 3-5 business days to clear.

14. What does a 'pending refund' mean?
This means that a refund has been initiated and may take up to 5-7 business days to clear.

15. What does a 'refund failed' mean?
This means that a refund was initiated and the refund did not complete. Please reach out to our support team at [email protected] for assistance. 

16. Why didn't the owners payment post to the ledger in Caliber?
There are a few reasons why a payment may not post. One of the primary reasons a payment may not post is because of incomplete setup, or an issue with matching payments to the system. If you are needing more assistance, please feel free to reach out to our FSPay support team at [email protected].. 

17. Can I see who issued a payment refund? 
Yes, while in the payment area of the dashboard. Click on 'Show Details' in the Actions column of the payment. You will see the refund date, time and email of issuer.

18. Can I cancel a refund?
No, once the refund is initiated, no action can be taken to stop it. If you are needing more assistance, please feel free to reach out to our FSPay support team at [email protected].

19. What form of payment method was used?
In the payments menu option you can view the payment type (Card or ACH) in the 'Type' column. 



HOMEOWNERS

  1. Will I see all homeowners across a Management Company’s communities?
    Yes! All homeowners across different communities within a Management Company will be shown.

    2. Where can I see recurring payments that have been scheduled for a homeowner, if any?
    To determine if a homeowner has any recurring payments scheduled, find the homeowner (by using any of the filters) and click ‘Show Details’ Under Scheduled Payments you will see
             • If there are no recurring payments scheduled, then ‘No records found’ will be displayed.
             • If there are recurring payments scheduled, then there will be information about each recurring payment with:
                       o Frequency
                       o Amount
                       o Start Date
                       o Next Payment Date
                       o If applicable, the Day of the Month

    3. Can I edit or delete a recurring payment for a homeowner?
    You are unable to edit a recurring payment but can delete a recurring payment for the homeowner. To delete a recurring payment for a homeowner, click ‘Delete’ for the specific recurring payment


    TAX FORMS
    1. Why am I not seeing the 'Tax Forms' tab?
    If your permissions are set to only "Onboarding User", you will not have access to the 'Tax Forms' tab.


    MISCELLANEOUS 
    1. Can I export a Report?
    Yes! Reports are available in the Payments Menu and the Payouts menu. To export a report, navigate to the appropriate menu, filter the data and click the 'Export' button.


    2. What do I need to do if my community is changing bank accounts?
    When changing a bank account for one or several communities you will need to inform FSPay Support before the change is made. This will allow the team to update the info in the payment system and avoid delays in payouts/deposits to the community. Please reach contact our support team at [email protected] and provide the following before the change:


3. Can we update the refund point of contact your team has on file?
Yes, whenever you want to update this information please contact our FSPay support team at [email protected].

4. Why is there no make a payment button available? 
If your homeowners do not see the 'Make a Payment' button in their portal or Quick Pay, please reach out to our FSPay support team at [email protected].

5. How can I get notifications for disputed payments? 
There is one designated point of contact selected from the Property Management company shared with FRONTSTEPS. This contact is placed in the payment system to receive notifications of all disputes. If you would like to provide or update your contact, please contact FSPay Support at [email protected].

6. How do I cancel FSPay payments for a Community?

To cancel a FRONTSTEPS product please click here and follow the path below.

Property Manager > Add or Modify Services > Modify Services