Question 1: Is there a fee if I pay with my bank account online with PayHOA?
Answer 1: It depends on your association. Your association is charged a $2.45 processing fee per echeck payment, per unit. Your association may choose to absorb that cost or pass it along to you as a convenience and service fee.
Question 2: Is there a fee if I pay with my credit or debit card online with PayHOA?
Answer 2: It depends on your association. Your association is charged a 3.5% + $0.50 processing fee per card payment. Your association may choose to absorb that cost or pass it along to you as a convenience and service fee.
Question 3: Can I pay with a paper check and if so, where do I mail the check to?
Answer 3: You'll want to check with your association on this question. They would be able to tell you if the association accepts checks and if so where to mail them.
Question 4: Can I add my bank account without using my banking credentials?
Answer 4: Yes! You can add your bank account using routing and account number instead. To do this, when adding your bank account, ignore the search box and right below click "Add it with account and routing numbers."
Question 5: I have tried to login to my account and the login screen, after I submit my credentials, just continues to say "logging in." What do I do?
Answer 5: Check your computer/device time clock and make sure it matches your association's timezone! This is a security feature. Once you fix your time clock, refresh your browser 5 times and give logging in another shot. If you still see the same results email support@payhoa.com and our support team can investigate!
Question 6: I have a late fee that I don't agree with. Can PayHOA waive that fee?
Answer 6: No — PayHOA does not set or waive late fees. Late fees are configured by your association's board or property manager and are automatically applied by the system based on your invoice due date. If you believe a late fee was applied in error or would like it waived, you'll need to reach out to your association board or property manager directly. They have the ability to remove late fees from your account.
Question 7: Why did my dues increase?
Answer 7: PayHOA team members are not involved in the invoicing/dues process in such a way. So we are unable to answer questions on increases. You would need to reach out to your association board/property manager.
Question 8: Is my information secure?
Answer 8: Absolutely! See this article for a break down on some of the security measures. https://intercom.help/payhoa/en/articles/3482621-payhoa-security
Question 9: How do I turn on autopay?
Answer 9: Here are the steps to turn on autopay! https://intercom.help/payhoa/en/articles/3443937-how-to-enroll-in-autopay
Question 10: How do I turn off/disable autopay?
Answer 10: Here are the steps to turn off/disable autopay! https://intercom.help/payhoa/en/articles/5857835-how-to-disable-autopay
Question 11: Who do I contact if I have questions about my association?
Answer 11: You'll want to contact your association/property manager! PayHOA isn't involved in the actual management or regular business of associations.
Question 12: I overpaid/paid more than I meant to. Can I get a refund?
Answer 12: You'll want to contact your association/property management for this question. They would need to request the refund/reach out to PayHOA.
Question 13: Why do convenience and service fees vary, and how can I review them in PayHOA?
Answer 13: When your association passes payment processing costs along, the convenience and service fee can vary based on several factors:
Payment method: Credit card payments (3.50% + $0.50) are typically higher than bank account payments ($2.45 flat fee).
Payment amount: For percentage-based fees like credit card payments, higher payment amounts result in higher fees.
Multiple transactions: If you're processing multiple payments at once, individual convenience and service fees can accumulate. When paying invoices online you'll be able to see a break down of any convenience and service fees being charged before finalizing your payment.