Help center

2
How do I make a guest payment?

You are not required to have a CONNECT account to make a payment.  Anyone can make a payment on a resident's account.  To make a payment as a guest, select “Make guest payment” on the CONNECT homepage.  The guest payer will need to provide their information followed by the resident/applicant's information.  Asterisks (*) will denote required fields.  Property names will populate in a list as the guest payer begins typing in the “Property residing at” field.
 
The guest payer will be able to select from two payment methods: Credit card or eCheck.  There is currently a convenience fee associated with using this feature.  This fee is subject to change.
 
Please note, if credit card is the payment method selected, CONNECT will only accept Visa and MasterCard at this time. Once the amount to pay has been entered, the convenience fee will automatically be added to the total amount.
 
If eCheck is the payment option selected, please be aware that only U.S. banking accounts may be used for ACH transactions.  Once the amount to pay has been entered, the convenience fee will automatically be added to the total amount.  You must check the "I agree with the Terms & Conditions" box in order to activate the “Submit” button.
 

3
My ACH payment hasn't been deducted from my bank account. What should I do?

There may be banking delays associated with making ACH payments.  At some point, the banks will reconcile and your payment will either be drafted or returned.  If the payment is returned, the property's bookkeeper will contact you about the failed payment.  If you have any questions about your pending payment, you can submit them through the “Help Center” at the bottom of the CONNECT homepage, or you can contact the bookkeeper at your property.  Please be aware that only U.S. banking accounts may be used for ACH transactions.

4
What do I need to know about enrolling in, modifying or cancelling a direct debit?

Please be aware that a U.S. banking account must be used for all ACH transactions.  You can schedule a recurring direct debit to begin on the first of any month.  However, in order for the direct debit transaction to occur, you must schedule the transaction at least two days BEFORE the first of the month.  For example, if you want to establish a recurring direct debit with the first payment to hit on May 1st, you must submit the request on or before April 28th.  The same applies for modifications and/or cancellations of existing recurring payments.
 
Also, please be aware that it may take up to six banking days before the funds clear your bank account.  Making another payment will cause you to be charged twice.  Please contact the bookkeeper at the property if you have questions about your pending payment.
 
We currently do not offer direct debit with a credit card.

If you experience issues, please send us a help request via “Help Center” at the bottom of this page.

5
I signed up for Direct Debit but it hasn't been deducted from my bank.

For direct debit transactions, it may take up to 6 banking days before it clears your bank account.  Making another payment will cause you to be charged twice.  Please contact the bookkeeper at the property if you have questions about your pending payment.  Please be aware that a U.S. checking account must be used for all ACH transactions.
 

6
How do I create a work order in CONNECT?

NOTE:  DO NOT ENTER EMERGENCY MAINTENANCE REQUESTS ONLINE. You must contact your property's office for all emergency maintenance requests.

To create a work order in CONNECT, log into your CONNECT account.  Once logged in, you will need to select “Work Orders” from the page selection toolbar or by clicking “Work Order” under your property’s name.  On the Work Order page, you will be able to submit a new work order or view your work order history.  To request a new work order, please fill out the form on the right side of the screen that says “Creat a work order.”  Once all the details are complete, simply click “Submit Order.”  You will receive email confirmation for your new work order. 

If you have any additional questions or need assistance entering your work order, please feel free to contact the leasing office.

7
What do I do if CONNECT is not working or is displaying incorrectly?

Many issues with web sites can be resolved by simply switching internet browsers.  CONNECT is optimized for use with Chrome, Firefox and Safari.  If you use a different browser, you may not be able to take full advantage of all the features that CONNECT offers. Please try the following to resolve the issue:

1.  Try turning off the browser compatability feature in your browser.
2.  Try using a different browser.  For information about Chrome, Firefox and Safari, and how to download or update them, visit the following sites:
 
 Mozilla Firefox: 
 https://www.mozilla.org/en-US/
 Chrome:
 https://www.google.com/chrome/index.html
 Safari:
 http://www.apple.com/safari/

3.  If you are still experiencing issues, please send us a help request via “Help Center” at the bottom of this page.

8
Can I address questions about my room, rent, roommates or community amenities via CONNECT?

You may enter work order requests through connect. However, should you have questions regarding rent, roommates or community amenities please contact the leasing office at the property.

9
Why am I getting the message, “Oops, looks like something is wrong” when I try to set up my CONNECT account?

When you completed your housing application, you provided your full name, date of birth, and social security number or student ID number. This information, along with the email address that you provided to the property when applying, must match when you are trying to create your profile. To verify your information, please enter a request for assistance via “Help Center” at the bottom of this page.

10
How do I reset my password?

To reset your password, click the "Forgot password?" link located in the upper righthand side of the CONNECT homepage. You will then be prompted to enter your email address. Next, you will receive an email with a link that will allow you to reset your password.

If you are still experiencing issues, please send us a help request via “Help Center” at the bottom of this page.

11
Who do I contact if I'm experiencing issues making a payment with CONNECT?

Please submit a request for assistance via “Help Center” at the bottom of this page.  You can also make a one-time guest payment online by choosing “Guest payment” on the CONNECT homepage.  Of course, you may also pay in person with a check or money order.

12
What do I do if I have an emergency service request?

DO NOT ENTER AN EMERGENCY MAINTENANCE REQUEST ONLINE. You must contact your property's office for all emergency maintenance requests.

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