RealPage Payments Services ResidentDirect Terms and Conditions - NMLS ID 1186433

RealPage Payments Services ResidentDirect Terms and Conditions

Last updated: January 28, 2020

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RealPage Payments Services LLC (RPPS) RealPage Payments Services ResidentDirect – Resident Portal Summary

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Last updated: January 19, 2015

RealPage Payments Services LLC (“RPPS”) provides electronic payment channels for residents to pay rent, and other items (such as, utilities, housekeeping services, etc). RPPS will settle transactions to property management companies (“PMCs”), through an agreement.

The RealPage Payments Services ResidentDirect is a Bill Payment service that allows residents of apartment communities to conveniently pay their rent and other charges. In order to make a payment, log into your community’s resident portal. All of your statement details and payments are updated in real-time.

We have provided some section headers for your convenience, but you should carefully read through the RealPage Payments Services LLC (“RPPS”) Terms & Conditions (the “Agreement”) in order to understand your rights and responsibilities, as well as ours.

When you use RPPS Payments Services ResidentDirect, you agree that we may communicate with you electronically.

ResidentDirect Privacy Statement

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Effective Date: January 1, 2023

RealPage is committed to providing clear and concise information regarding our collection and processing of personal information. This Privacy Policy describes how RealPage and its subsidiary, RealPage Payment Services LLC, (collectively, “RealPage”, "we," or "us") collect, use, and disclose certain personal data for ResidentDirect money transmission services (collectively "RD Services"). By accessing our website or utilizing RD Services, you consent to the information collection and handling practices outlined in this statement.

I. RD Services & Scope

RealPage offers RD Services to apartment community residents for purposes of paying their rent and other lease fees (collectively “payments”) online. ResidentDirect users may make their payments via various payment methods, including ACH, debit card, and credit card. This Privacy Statement covers the information collection, use, and handling practices for the entire scope of ResidentDirect services, including any integration with property manager resident ledgers and related services. References to “RD Services” encompass both the ResidentDirect service and the corresponding activities of RealPage and RealPage Payments Services LLC in offering and operating the service. This Statement does not apply to the privacy or security practices of any third party.

II. Personal Information Collection

RD Services collect personal data necessary to establish user accounts, process the requested payment(s), and comply with Bank Secrecy Act Anti-Money Laundering regulatory requirements. RealPage has collected the following categories of personal information necessary to provide our RD Services in the preceding twelve (12) months:

Category	Examples
Identifiers	Contact Information: name, address, telephone number, and email address for the ResidentDirect account holder Personal Details: date of birth, Social Security Number, and/or driver’s license/state-issued ID/passport number Credentials and Authentication Information: usernames, passwords, password hints and security questions Technical Information: IP address, device and hardware specifications, and web browser type Usage Data: logging data that tracks service access, usage, performance metrics, and error reports Note: Some personal information included in this category may overlap with other categories.
Sensitive Personal Information	Personal Details: date of birth, Social Security Number, and/or driver’s license/state-issued ID/passport number Credentials and Authentication Information: usernames, passwords, password hints and security questions Note: Some personal information included in this category may overlap with other categories.
Personal information categories listed in the California Customer Records statute (Cal. Civ. Code § 1798.80(e))	Contact Information: name, address, telephone number, and email address for the ResidentDirect account holder Personal Details: date of birth, Social Security Number, and/or driver’s license/state-issued ID/passport number Credentials and Authentication Information: usernames, passwords, password hints and security questions Financial Account Information: bank account information and credit card information Note: Some personal information included in this category may overlap with other categories.
Protected classification characteristics under California or federal law	Age/Date of birth
Commercial information	Record of RD Services utilized, customer support records and communications, and similar personal identifiers associated with payment processing and servicing.
Biometric information	Voice call recordings from customer support operations.
Internet or other similar network activity.	Information pertaining to an individual's interaction with RD Services websites, processes, and applications.
Sensory data	Voice call recordings from customer support operations

II. Personal Information Exceptions

Personal information does not include:

• Publicly available information from government records.
• De-identified or aggregated consumer information.
• Information excluded from state privacy law scope, like:
  • health or medical information covered by the Health Insurance Portability and Accountability Act of 1996 (HIPAA); and
  • personal information covered by certain sector-specific privacy laws, including the Fair Credit Reporting Act (FCRA), the Gramm-Leach-Bliley Act (GLBA) or California Financial Information Privacy Act (FIPA), and the Driver's Privacy Protection Act of 1994.

III. Personal Information Sources

RD Services personal information is collected from (i) the ResidentDirect account holder during service enrollment, (ii) property management companies’ rent ledger and management systems, and (iii) third-party vendors supporting identity verification and transaction monitoring operations in compliance with Bank Secrecy Act requirements.

IV. Personal Information Use & Processing

The personal data collected by RD Services is used for a variety of purposes, including:

• Integration of your ResidentDirect user account with your apartment community leasing and rents software and resident accounting ledger
• Processing of payments and payment instructions submitted by users through their ResidentDirect account
• Distribution of communications and legally required notices regarding the status of your ResidentDirect account and any scheduled, processed, or declined payments.
• Integration with your apartment community online resident portal
• ResidentDirect service and website optimization
• Maintaining compliance with federal and state laws related to financial institutions and money services businesses

RealPage will not collect additional categories of personal information or use the personal information we collected for materially different, unrelated, or incompatible purposes without providing you notice. Additionally, RealPage processing of sensitive personal information is limited to activities necessary for the delivery and performance of RD Services.

V. Personal Information Disclosure

RealPage does not sell personal information collected through RD Services, and no such activity has occurred in the prior 12 months.

RealPage may provide personal information to third parties for business purposes under limited circumstances, including service providers and vendors that support or integrate with the RD Services described in this statement (see chart below). RealPage only discloses personal information to the extent reasonably necessary to support RD Services requirements, or for the third-party vendors or service providers to perform the services on our or your behalf. We do not permit third party vendors or service providers to use or disclose your personal information except for the purpose of providing the services we request of them. However, please note that RealPage does not maintain direct control over the privacy policies and practices of Clients or any other third-party companies, agents, or contractors.

Category	Third Party Disclosure
	Business Purposes	Sales
Identifiers	Banks/service providers/vendors/RealPage subsidiaries/property managers	N/A
Sensitive Personal Information	Banks/service providers/vendors/RealPage subsidiaries/property managers	N/A
Personal information categories listed in the California Customer Records statute (Cal. Civ. Code § 1798.80(e))	Banks/service providers/vendors/RealPage subsidiaries/property managers	N/A
Protected classification characteristics under California or federal law	Banks/service providers/vendors/RealPage subsidiaries/property managers	N/A
Commercial information	Banks/service providers/vendors/RealPage subsidiaries/property managers	N/A
Biometric information	Banks/service providers/vendors/RealPage subsidiaries/property managers	N/A
Internet or other similar network activity.	Banks/service providers/vendors/RealPage subsidiaries/property managers	N/A
Sensory data	Banks/service providers/vendors/RealPage subsidiaries/property managers	N/A

VI. Personal Information Rights and Choices – State Privacy Rights

Certain state jurisdictions (California, Virginia, Colorado, Connecticut, and Utah) provide their legal residents with specific rights regarding their personal information. Each right includes the ability to make a specific consumer request and corresponding obligation of the receiving party to (i) verify the identity of the requestor and (ii) respond in accordance with statutory guidelines. This section describes your rights and explains how to exercise those rights. Please be advised, the nature of RD Services and applicable regulations may exempt a significant portion of the personal information collected by RD Services from the scope of state privacy rights.

Accessing and Updating Personal Information

In the event your personal information is determined to be outdated, incomplete, or inaccurate, you may access and update your information by logging into your RD Services account or contacting our customer support team at (844)530-5785. If you require verification that your requested changes have been completed, and such verification is not readily displayed in your RD Services account, you may request confirmation at the email address listed below (See “Contact Us”).

Access to Specific Information Regarding Personal Information Use/Disclosure and Portability

You have the right to request a summary of the collection, use, and disclosure of your personal information over the past 12 months. In response to a verifiable consumer request for these services, we will disclose the following information for the applicable RD Services:

• The categories, specific types, and sources of personal information we collected about you.
• Our business purpose for collecting the personal information.
• The categories of third parties with whom we share that personal information and the purpose for the disclosure.

You also have the right to request a copy of this personal information in a readily useable format that is transferable to other entities (frequently referred to as “data portability”). If you make a data portability request, RealPage may be (i) restricted from providing certain sensitive personal information in response to the request or (ii) prohibited from granting the request entirely if it presents an unreasonable security risk.

Deletion of Personal Information

You have the right to request that RealPage delete any of your personal information that we collected and retained, subject to certain exceptions. Once we receive and confirm your verifiable consumer request, we will delete or de-identify (and direct our service providers to delete or de-identify) your personal information from our records, unless one of the following exceptions applies:

We may deny your deletion request if retaining the information is necessary for RealPage or our service providers to:

1. Complete the transaction for which we collected the personal information, provide the RD Services that you requested, take actions reasonably anticipated within the context of our ongoing business relationship with you or your property manager, or otherwise perform our contract with you or your property manager.

2. Detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity, or prosecute those responsible for such activities.

3. Debug RealPage Services to identify and repair errors that impair existing intended functionality.

4. Exercise free speech, ensure the right of another consumer to exercise their free speech rights, or exercise another right provided for by law.

5. Engage in public or peer-reviewed scientific, historical, or statistical research in the public interest that adheres to all other applicable ethics and privacy laws, when the information's deletion may likely render impossible or seriously impair the research's achievement, if you previously provided informed consent.

6. Enable solely internal uses that are reasonably aligned with consumer expectations based on your relationship with us or our Clients.

7. Comply with laws, regulations, statutes, codes, ordinances, or other legal obligations.

8. Make other internal and lawful uses of that information that are compatible with the context in which you provided it.

VII. Submitting Consumer Requests - Exercising Access, Data Portability, and Deletion Rights

To exercise the access, data portability, and deletion rights described above, please submit a verifiable consumer request to us by either:

• Calling us toll-free at: (844)530-5785

OR

• Via the secure webform linked here

Only you (or someone legally authorized to act on your behalf) may make a verifiable consumer request related to your personal information. You may also make a verifiable consumer request on behalf of your minor child.

You may only make a verifiable consumer request for access or data portability twice within a 12-month period. The verifiable consumer request must:

• Provide sufficient information that allows us to confirm your identity as the person about whom we collected personal information (and, if applicable, the authority and identity of an authorized representative).
• Describe your request with sufficient detail that allows us to properly understand, evaluate, and respond to it.

VIII. Consumer Request Responses and Timelines

We will confirm receipt of your request within ten (10) business days. If you do not receive confirmation within the 10-day timeframe, please privacy@realpage.com. We endeavor to respond to a verifiable consumer request within forty-five (45) days of its receipt. If we require additional time beyond the 45 days, we are entitled to an extension up to an additional 45 days (for a total response timeline capped at 90 days). In the event that an extension is necessary, we will inform you of the reason and extension period in writing.

If you have an account with us, we will deliver our written response to that account where possible. If you do not have an account with us, or your existing account lacks a communication feature, we will deliver our written response to your designated email address.

Any disclosures we provide will only cover the 12-month period preceding the verifiable consumer request's receipt. The response we provide will also explain the reasons we cannot comply with a request, if applicable.

We do not charge a fee to process or respond to your verifiable consumer request unless it is excessive, repetitive, or manifestly unfounded. If we determine that the request warrants a fee, we will tell you why we made that decision and provide you with a cost estimate before completing your request.

IX. Personal Information Sales and Sharing – Opt Out Rights

RealPage does not sell personal information collected through RD Services, and no such activity has occurred in the prior 12 months. In the event that RealPage changes its practices and engages in the sale of personal information as regulated by law, we will provide advance notification to impacted individuals and offer the ability to opt in/opt out in accordance with regulatory requirements.

RealPage utilizes cookies and tracking technologies as set forth in the Cookie Policy. Under some circumstances, these technologies may be deemed a “sharing” of personal information under applicable privacy laws. RealPage provides a cookie preference center to allow you to opt out and customize the cookies presented on our websites and services.

X. Non-Discrimination

We will not discriminate against you for exercising any of your privacy rights. Unless permitted by law, we will not engage in any of the following practices in response to your exercise of privacy rights:

• Deny you goods or services.
• Charge you different prices or rates for goods or services, including through granting discounts or other benefits, or imposing penalties.
• Provide you a different level or quality of goods or services.
• Suggest that you may receive a different price or rate for goods or services or a different level or quality of goods or services.

XI. Other California Privacy Rights

The State of California also grants California residents privacy rights via laws unaffiliated with the CCPA/CPRA. Those rights include the following:

California's "Shine the Light" law (Civil Code Section § 1798.83) permits California residents to request certain information regarding our disclosure of personal information to third parties for their direct marketing purposes. To make such a request, please send an email to privacy@realpage.com.

XII. Cookies, Web Beacons, and Other Technologies – Do Not Track

When you access our RD Services or our website, our servers may place small text files (“cookies”) on your computer for recordkeeping purposes. Among other things, cookies enable us to gather information about your activity on our website for the purposes of improving your online experience, establishing secure user accounts, remembering your preferences and settings, and for other similar customization purposes.

In addition to cookies, our RD Services and our website may utilize web beacons, clear gifs, or other technologies to gather information on how users interact with and utilize various features. For example, these technologies can identify popular pages, viewing patterns, click-through, conversion rates, and other information that can be used to improve, monitor, and operate our websites, products, and services.

A detailed summary of our cookie and similar technology usage is set forth in our Cookie Policy.

Some web browsers have a “Do Not Track” feature. This feature lets you tell websites you visit that you do not want to have your online activity tracked. These features are not yet uniform across browsers, and our sites are not currently set up to respond to those signals. Most internet browsers provide controls that allow users to directly manage or disable the placement and usage of cookies on their computer. Please note that disabling cookies may deactivate or otherwise restrict certain features of our RD Services or our website.

XIII. Third Party Links to Other Sites

Our RD Services may include links to third party service providers contracted by Clients. These linked services are operated by unaffiliated third parties that have separate and independent privacy statements, terms of use, and related notices or disclosures regarding information handling practices. We cannot be responsible for the information handling practices of independent parties and encourage you to review their practices prior to information disclosure.

XIV. Data Security

RealPage implements and maintains appropriate physical, administrative, technical and organizational measures to protect the information we process against unauthorized or unlawful access, use or disclosure, and against accidental loss, damage, alteration or destruction. Under our security policies and practices, access to personal information is restricted and authorized only for those who have a business need for such access. RealPage strives to protect the personal information that we process; however, no security program is 100% secure and we cannot guarantee that our safeguards will prevent every unauthorized attempt to access, use, or disclose personal information. We maintain security incident response policies and procedures to handle incidents involving unauthorized access to personal data we process.

XV. Children's Online Privacy

Our RD Services do not target or attract the attention of children under the age of 13 for the online collection of personal information.

XVI. Changes to Our Privacy Statement

RealPage reserves the right to amend this privacy statement at our sole discretion at any time. When we make changes to this privacy statement, we will post the updated content to our applicable websites and services along with the effective date of the change. Your continued use of our RD Services following the posting of changes constitutes your acceptance of such changes.

XIV. Contact Us

If you have any questions or concerns about this Privacy Statement or its implementation, you may contact us via the following methods:

Via US Postal Service at:
RealPage, Inc.
Attn: Privacy (Legal)
2201 Lakeside Blvd.
Richardson, TX 75082

OR

Via email at:
privacy@realpage.com

RealPage Payments Services LLC (RPPS)
RealPage Payments Services ResidentDirect – Terms and Conditions

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Last updated: February 11, 2021

RealPage Payments Services LLC
Terms & Conditions

1. Definitions

• Affiliates are companies related by common ownership or control. Our Affiliates include members of the RealPage, Inc. corporate family.
• Authorized User means you and any individual who you allow to use the Service or your password or other means to access the Service.
• Biller is the entity (landlord, owner, or property manager) to which you wish a Bill Payment to be directed.
• Bill Payment is a payment that is initiated by you through the Service to a Biller.
• Billing Statement is the statement of charges provided by the Biller to you indicating, among other things, how much you owe and when your payment is due.
• Business Day is every Monday through Friday, excluding Federal Reserve holidays or other days that banks are closed.
• Convenience Fee is the fee we charge you for processing the Payment Instruction provided by you. This fee is added to your Bill Payment amount and disclosed during the payment scheduling process.
• Due Date is the date reflected on your Billing Statement when your Bill Payment is due; it is not the late date or grace period.
• Payment Account is the account (including, for example, the checking, savings, debit or credit card account) from which Bill Payments will be debited, and from which all fees and charges associated with the Service will be automatically debited, and to which any related credits will be made.
• Payment Instruction is the information provided by you to the Service for a Bill Payment to be made to the Biller (such as, but not limited to, Bill Payment amount, Payment Account number, and Scheduled Payment Date).
• Return is any ACH item returned from your bank for any reason.
• Scheduled Payment is a Bill Payment that has been scheduled through the Service but has not begun processing.
• Scheduled Payment Date is the day you want your Payment Account to be debited. If the Scheduled Payment Date falls on a non-Business Day, the Scheduled Payment Date will be considered to be the next Business Day.
• Site is the website or online tenant portal through which the Service is offered.

2. SERVICES

RealPage Payments Services ResidentDirect (the “Service”) is an electronic Bill Payment service offered to you, our consumer (“you”) to pay your rent and other fees associated with your tenancy charges. By registering for and using the Service, you can view and pay charges from your tenant portal or use alternative payment options. These Terms & Conditions (the “Agreement”) forms a legally binding, enforceable contract between you and RealPage Payments Services LLC, (“The Company,” ”us,” or “we”), and governs your use of the Service and the portion of the website through which the Service is offered. By subscribing to the Service, using the Service, or permitting someone else to use the Service on your behalf, you agree to the terms of the Agreement.

2.1. Access Methods

The Service is accessible by using a Site, which is accessible by using a computer, tablet or smartphone. The Agreement applies only to the Site.

2.2. Scope of the Service

You may use the Service to pay application fees, security deposits, rent, ledger charges and other fees for property amenities and services related to your lease. You cannot use the Service to make payments to recipients located outside the U.S. You cannot use the Service to originate payments drawn from a Payment Account outside the U.S.

2.3. Eligibility

In order to use the Service, you must meet the following qualifications:

1. You must be an individual person of a sufficient age for, and capable of, forming legally binding contracts under applicable State law; and
2. You must have a physical mailing address in the United States and a valid and active e-mail address; and
3. You must have a valid deposit account with a U.S. financial institution that will process payments with U.S. Dollars; and
4. Your landlord, owner or property management company must offer the Service to its tenants and applicants through use of the Site.
5. Other restrictions may apply

2.4. Our Relationship With You

We are an independent contractor for all purposes, except that for certain services, we act as your agent solely with respect to the custody of your funds. The Agreement does not alter your liability or obligations that currently exist between you and your Billers. We do not have control of, or liability for, any products or services that are paid for using our Services. We also do not guarantee the identity of any user of the Service, including but not limited to Authorized Users and Billers.

2.5. Bill Payment Scheduling

You must select the Scheduled Payment Date for any payment. To avoid additional interest and charges, you must select a Scheduled Payment Date that is no later than the actual Due Date reflected in the Billing Statement unless the Due Date falls on a non-Business Day. If the actual Due Date falls on a non-Business Day, you must select a Scheduled Payment Date that is at least one Business Day prior to the actual Due Date. If you select a Scheduled Payment Date that occurs after the Due Date, we are not responsible for any late charges that you may be charged by the Biller. ACH Payments received at 8pm CST will be processed the following business day, not including bank holidays. We may set a maximum dollar amount for payment and/or refuse to permit any Bill Payment if we reasonably believe such refusal is necessary or advisable for security reasons or to satisfy any applicable legal or regulatory requirement.

2.6. Payment Authorization and Payment Remittance

By providing the Service with your bank, debit or credit account information, you authorize us to follow the Payment Instructions that we receive through the Service’s payment system. When we receive a Payment Instruction, you authorize us to debit your Payment Account and remit funds on your behalf to the Biller so that the funds arrive as close as reasonably possible to the Scheduled Payment Date designated by you. You represent and warrant that you have the right to authorize us to charge the Payment Account for payments you initiate using the Service and you will indemnify and hold us harmless from any claims by any other owner of the account. You agree to promptly update your Payment Account information of any changes.

We will use reasonable efforts to make your Scheduled Payments properly. We incur a liability and an obligation to complete your transaction when a transaction is either authorized by the bank issuing your credit or debit card, or when a transaction is originated in the Fed system in the case of an ACH payment. This liability is extinguished when funds settle in the account designated by your landlord or other designated recipient.

Special Circumstances:

We will attempt to process your payment as instructed, however, our liability will be reversed if we are unable to complete any Scheduled Payment initiated by you due to a processing failure driven by any one or more of the following circumstances:

1. The payment processing center is not operating properly and you know or have been advised by us about the malfunction before you execute the transaction; and/or
2. If a Biller that makes available to you split-payment functionality (in which your Bill Payment may be split and allocated in various ways that such Biller may offer) does not split and/or allocate the payment in accordance with your Payment Instruction; and/or
3. You have not provided us with the correct Payment Account information, or the correct name, address, phone number, or account information for the Biller; and/or
4. Circumstances beyond our control (such as, but not limited to, fire, flood, failure of communication or other systems or interference from party outside our control) prevent the proper execution of the transaction and we have taken reasonable precautions to avoid those circumstances.

2.7. Insufficient funds and Credit Card Chargebacks

If after funds have settled with your landlord, PMC, etc., it is later determined that you did not have sufficient funds to make the payments, or the payment is charged back, you agree that we are not responsible for fees or charges associated with any overdraft or insufficient fund situation (including, but not limited to, finance charges, late fees or similar charges). You further agree that we may charge a Return fee of $30 (THIRTY DOLLARS) for any returned payment, including, but not limited to, Returns resulting from overdraft or insufficient funds in your account. We may adjust this Return fee in the sole exercise of our discretion.

2.8. Payment Cancellation Requests

You may cancel or edit any Scheduled Payment (including recurring payments) by following the instructions within the Service. There is no charge for canceling or editing a Scheduled Payment in accordance with these instructions. For same day cancellation requests please contact RealPage Payments Services Customer Support at 1-855-473-7729 by 4:30pm CST M-F. Once we have begun processing any Bill Payment, you cannot cancel or modify the Bill Payment.

2.9. Stop Payment Requests

You may be able to stop payment of any recurring Scheduled Payment by notifying the bank or other financial institution where your Payment Account is located. The Service is neither responsible nor liable for your stop payment request or for the bank or financial institution handling of your stop payment request. However, we will continue to charge your Payment Account for that payment and for other recurring payments until the expiration date you set for the payments or the date you cancel the recurring payments through the Services, whichever occurs sooner. It is your responsibility to stop any recurring payments by accessing the Site. If any charge to your Payment Account is rejected or returned to us because you have instructed your bank or financial institution to stop the recurring payment, we will charge you the Return fee as set forth in the Agreement.

2.10. SMS Text Messages and Notifications

Users of the Service may elect to receive SMS (short message service) text messages relating to the Service. Data and messaging charges from your telecommunications provider may apply, and you are responsible for any such charges. You represent that you are the owner or Authorized User of the mobile or cellular device you designated when you enrolled in the mobile Service and that you are authorized to approve any applicable charges. In the event your enrolled mobile or cellular device is lost or stolen, you agree to update your enrollment information with the Service and make the appropriate changes to disable the use of such devices. You understand that there are risks associated with using a mobile device, and that in the event of theft or loss, your confidential information could be compromised.

2.11. User Profile Information

You agree to promptly update all your user profile information, including, but not limited to, name, physical address, e-mail address and Payment Account information. We are not responsible for any payment processing errors or fees if you do not update your account information, or if you do not provide accurate Payment Account or contact information.

2.12. Your Liability For Unauthorized Transfers

If you believe your password or other means of access to your Payment Account has been lost or stolen, you must notify us at once in accordance with the methods described in the Agreement. In addition, you agree to access the Site and change all necessary personal and financial information.

2.13. Convenience Fees and Additional Charges

In using the Service, you agree to pay the Convenience Fee and any other applicable charges (including but not limited to fees associated with insufficient funds, overdrafts, late fees, and other charges) and authorize the Service to deduct such charges from your designated Payment Account.

2.14. Failed or Returned Transactions

In using the Service, you are authorizing the Service to make payments for you from your Payment Account. If we are unable to complete the transaction for any reason associated with your Payment Account (for example, there are insufficient funds in your Payment Account to make the Bill Payment), the Bill Payment transaction may not be completed. In some instances, you will receive a notice from the Service. In each such case, you agree that:

1. You will reimburse us immediately upon demand for any Bill Payment amount that has been remitted to the Biller; and/or
2. You will be assessed by us a Return fee as set forth herein if the transaction is returned because you have insufficient funds in your Payment Account for the requested Bill Payment. You hereby authorize us to deduct this amount from your designated Payment Account by ACH debit. In addition, you may be assessed fees by your financial institution as a result of any Returns, separate from and in addition to any fee assessed by the Service; and/or
3. You will reimburse us for any fees or costs we incur in attempting to collect the amount of the return from you and/or
4. You authorize us to report the facts concerning the Return to any credit reporting agency.

3. GENERAL TERMS AND CONDITIONS APPLICABLE TO THE SERVICES

3.1. Your Privacy

Protecting your privacy is very important to us. Please review the Privacy Policy, available at https://www.realpage.com/privacy-policy/ to understand our commitment to maintaining your privacy, as well as our use and disclosure of your information.

3.2. Password and Security

If you are issued or create any password or other credentials to access the Service or the portion of the Site through which the Services are offered, you agree not to give or make available your password or credentials to any unauthorized individuals, and you agree to be responsible for all actions taken by anyone to whom you have provided or made available such credentials, whether intentionally or inadvertently. If you believe that your credentials have been lost or stolen or that someone may attempt to use them to access the Service without your consent, you must inform us at once by contacting us as described below. We reserve the right to disable any user name, password or other identifier, whether chosen by you or provided by us, at any time in our sole discretion for any or no reason, including if, in our opinion, you have violated any provision of this Agreement.

3.3. Third Party Site Content and Links

Unaffiliated content and links to other sites may be provided by third parties on the Site through which the Service is offered. Company is not responsible or liable for any acts or omissions created or performed by these third parties. We do not endorse, sponsor or recommend such content or sites or the materials disseminated by or services provided by them, and are not responsible for the materials, services or other situations at or related to or from any other content, link, or site, and make no representations concerning such content.

3.4. Exclusions of Warranties

YOUR USE OF THE SERVICE, THE SITE, ITS CONTENT AND ANY SERVICES OR ITEMS OBTAINED THROUGH THE SITE IS AT YOUR OWN RISK. THE SERVICE, THE SITE, ITS CONTENT AND ANY SERVICES OR ITEMS OBTAINED THROUGH THE SITE ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS, WITHOUT ANY WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. NEITHER THE COMPANY NOR ANY PERSON ASSOCIATED WITH THE COMPANY MAKES ANY WARRANTY OR REPRESENTATION WITH RESPECT TO THE COMPLETENESS, SECURITY, RELIABILITY, QUALITY, ACCURACY OR AVAILABILITY OF THE SERVICE AND THE SITE. WITHOUT LIMITING THE FOREGOING, NEITHER THE COMPANY NOR ANYONE ASSOCIATED WITH THE COMPANY (INCLUDING ANY AFFILIATE) REPRESENTS OR WARRANTS THAT THE SERVICE, THE SITE, ITS CONTENT OR ANY SERVICES OR ITEMS OBTAINED THROUGH THE SITE WILL BE ACCURATE, RELIABLE, ERROR-FREE OR UNINTERRUPTED, THAT DEFECTS WILL BE CORRECTED, THAT OUR SERVICE, THE SITE, OR THE SERVER THAT MAKES BOTH AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS OR THAT THE SERVICE OR ANY SERVICES OR ITEMS OBTAINED THROUGH THE SITE WILL OTHERWISE MEET YOUR NEEDS OR EXPECTATIONS. THE COMPANY HEREBY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING BUT NOT LIMITED TO ANY WARRANTIES OF MERCHANTABILITY, NON-INFRINGEMENT AND FITNESS FOR PARTICULAR PURPOSE. THE FOREGOING DOES NOT AFFECT ANY WARRANTIES WHICH CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW.

3.5. Limitation of Liability

YOU ACKNOWLEDGE AND AGREE THAT FROM TIME TO TIME, THE SERVICE MAY BE DELAYED, INTERRUPTED OR DISRUPTED PERIODICALLY FOR AN INDETERMINATE PERIOD DUE TO CIRCUMSTANCES BEYOND OUR REASONABLE CONTROL, INCLUDING BUT NOT LIMITED TO ANY INTERRUPTION, DISRUPTION OR FAILURE IN THE PROVISION OF THE SERVICE, WHETHER CAUSED BY STRIKES, COMMUNICATION SERVICES, POWER FAILURES, EQUIPMENT MALFUNCTIONS OR OTHER REASONS. IN NO EVENT SHALL WE OR OUR AFFILIATES OR SERVICE PROVIDERS OR THE OFFICERS, DIRECTORS, AGENTS, EMPLOYEES, REPRESENTATIVES, AND CONTRACTORS OF EACH OF THESE, BE LIABLE FOR ANY CLAIM ARISING FROM OR RELATED TO THE SERVICE CAUSED BY OR ARISING OUT OF ANY SUCH DELAY, INTERRUPTION, DISRUPTION OR SIMILAR FAILURE. IN NO EVENT SHALL WE OR OUR AFFILIATES OR SERVICE PROVIDERS OR THE OFFICERS, DIRECTORS, AGENTS, EMPLOYEES, REPRESENTATIVES, AND CONTRACTORS OF EACH OF THESE, BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES, INCLUDING LOSS OF GOODWILL OR LOST PROFITS ARISING IN ANY WAY OUT OF THE INSTALLATION, USE, OR MAINTENANCE OF THE SERVICE OR THE PORTION OF THE SITE THROUGH WHICH THE SERVICE IS OFFERED, EVEN IF SUCH DAMAGES WERE REASONABLY FORESEEABLE AND NOTICE WAS GIVEN REGARDING THEM.

IN NO EVENT SHALL WE OR OUR AFFILIATES OR SERVICE PROVIDERS OR THE OFFICERS, DIRECTORS, AGENTS, EMPLOYEES, REPRESENTATIVES, AND CONTRACTORS OF EACH OF THESE BE LIABLE FOR ANY CLAIM ARISING FROM OR RELATED TO THE SERVICE OR THE PORTION OF THE SITE THROUGH WHICH THE SERVICE IS OFFERED THAT YOU DO NOT STATE IN WRITING IN A COMPLAINT FILED IN A COURT PROCEEDING AS DESCRIBED IN SECTIONS 3.10-3.12 BELOW WITHIN TWO YEARS OF THE DATE THAT THE EVENT GIVING RISE TO THE CLAIM OCCURRED. THESE LIMITATIONS WILL APPLY TO ALL CAUSES OF ACTION, WHETHER ARISING FROM BREACH OF CONTRACT, STRICT LIABILITY, TORT (INCLUDING NEGLIGENCE) OR ANY OTHER LEGAL THEORY. THE AGGREGATE LIABILITY OF US AND OUR AFFILIATES AND SERVICE PROVIDERS AND THE OFFICERS, DIRECTORS, AGENTS, EMPLOYEES, REPRESENTATIVES, AND CONTRACTORS OF EACH OF THESE, TO YOU AND ANY THIRD PARTY FOR ANY AND ALL CLAIMS OR OBLIGATIONS RELATING TO THE SERVICE AND THE PORTION OF THE SITE THROUGH WHICH THE SERVICE IS OFFERED AND THIS AGREEMENT SHALL BE LIMITED TO DIRECT OUT OF POCKET DAMAGES UP TO A MAXIMUM OF $500 (FIVE HUNDRED DOLLARS). SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF DAMAGES SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. THE FOREGOING SHALL CONSTITUTE YOUR EXCLUSIVE REMEDIES AND THE ENTIRE LIABILITY OF US AND OUR AFFILIATES AND SERVICE PROVIDERS AND THE OFFICERS, DIRECTORS, AGENTS, EMPLOYEES, REPRESENTATIVES, AND CONTRACTORS OF EACH OF THESE, FOR THE SERVICE AND THE PORTION OF THE SITE THROUGH WHICH THE SERVICE IS OFFERED.

3.6. Complete Agreement, Severability, Captions, and Survival

This Agreement sets forth the entire understanding between us and you with respect to the Service and the portion of the Site through which the Service is offered. If any provision of this Agreement is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall be enforced. The captions of Sections hereof are for convenience only and shall not control or affect the meaning or construction of any of the provisions of this Agreement. The Exclusion of Warranties, Limitation of Liability, Waiver of Class Action Claims, Law and Forum for Disputes, Indemnification, Release, Intellectual Property, Disclaimer of Warranty, Limitation of Liability, Indemnity and the Other Provisions sections any payment obligation to us you may have as of the date of termination of this Agreement shall survive the termination of this Agreement.

3.7. Amendments

We may amend this Agreement and any applicable fees and charges for the Service at any time by posting a revised version of this agreement on this website. The revised version will be effective at the time it is posted unless otherwise expressly stated in the revision. Continued use of the Service after posting of an amended Agreement or fees will constitute your agreement to such amendments. Further, we may, from time to time, revise or update the Service and/or related applications or material, which may render all such prior versions obsolete. Consequently, we reserve the right to terminate this Agreement as to all such prior versions of the Service, and/or related applications and material and limit access to only the Service’s more recent revisions and updates. We also reserve the right to terminate the Service in its entirety. You authorize us to send or provide by electronic communication any notice, communication, amendment or replacement to the Agreement, or disclosure required to be provided orally or in writing to you. You agree to receive any electronic communication provided to you and will not attempt to avoid receiving any such communication. You are deemed to have received any electronic communication provided to you when they are made available to you.

3.8. Disputes

In the event of a dispute regarding the Service, you and we agree to resolve the dispute by looking to this Agreement. If you dispute a Bill Payment made from a Payment Account that is a credit card account, you acknowledge that you must address such dispute (including, but not limited to, chargeback or fraud) with your credit card company; we are not responsible for any research or resolution of such credit card payment disputes. If there is a conflict between the terms of this Agreement and a representation made by our employee or contractor of ours (including but not limited to its customer care personnel), the terms of this Agreement will prevail.

3.9. Assignment

You may not transfer or assign any rights or obligations you have under this Agreement without our prior written consent, which we may withhold in our sole discretion. We reserve the right to transfer or assign this Agreement or any right or obligation under this Agreement at any time to any party. We may also assign or delegate certain of our rights and responsibilities under this Agreement to independent contractors or other third parties.

3.10. Waiver of Jury Trial

Both parties agree to waive any right to have a jury participate in the resolution of any dispute or claim between the parties or any of their respective Affiliates arising under or relating to this Agreement.

3.11. Waiver of Class Action Claims

Both parties agree to waive any right to assert any dispute or claim against the other party arising under or relating to this Agreement as a class action. Claims may not be joined or consolidated unless agreed to in writing by all parties.

3.12. Law and Forum for Disputes

This Agreement shall be governed by and construed in accordance with the laws of the State of Texas, without regard to its conflicts of law provisions. To the extent that the terms of this Agreement conflict with applicable state or federal law, such state or federal law shall replace such conflicting terms only to the extent required by law. Unless expressly stated otherwise, all other terms of this Agreement shall remain in full force and effect. You hereby consent to the jurisdiction of the state courts of Texas and the federal courts within the state with respect to any claim relating to this Agreement.

3.13. Indemnification

You agree to defend, indemnify and hold harmless us and our Affiliates and service providers and the officers, directors, agents, employees, representatives, and contractors of each of these, from any loss, damage, claim or demand (including attorneys’ fees) made or incurred by any third party due to or arising out of your breach of this Agreement and/or your use of the Service.

3.14. Release

If you have a dispute with one or more Billers or other users of the Service, you release us and our Affiliates and service providers and the employees and contractors of each of these, from any and all claims, demands and damages (direct, indirect, special or consequential) of every kind and nature arising out of or in any way connected with such disputes. In addition, you waive and release any and all provisions, rights and benefits conferred either by:

1. Section 1542 of the California Civil Code, which reads: “Section 1542. General release; extent, which states “A general release does not extend to claims which the creditor does not know or suspect to exist in his favor at the time of executing the release, which if known by him must have materially affected his settlement with the debtor;” or
2. Any law of any state or territory of the United States, or principle of common law, which is similar, comparable or equivalent to Section 1542 of the California Civil Code, or its successor legislation.

3.15. Waiver & Severability

We shall not be deemed to have waived any of our rights or remedies hereunder unless such waiver is in writing and signed by one of our authorized representatives. No delay or omission on our part in exercising any rights or remedies shall operate as a waiver of such rights or remedies or any other rights or remedies. A waiver on any one occasion shall not be construed as a bar or waiver of any rights or remedies on future occasions.

If any provision of this Agreement is held by a court or other tribunal of competent jurisdiction to be invalid, illegal or unenforceable for any reason, such provision shall be eliminated or limited to the minimum extent such that the remaining provisions of this Agreement will continue in full force and effect.

3.16. Intellectual Property

All marks and logos related to the Service are either trademarks or registered trademarks of us or our licensors. In addition, all page headers, custom graphics, button icons, and scripts are our service marks, trademarks, and/or trade dress or those of our licensors. You may not copy, imitate, or use any of the above without our prior written consent, which we may withhold in our sole discretion, and you may not use them in a manner that is disparaging to us or the Service or display them in any manner that implies our sponsorship or endorsement. All right, title and interest in and to the Service, the portion of the Site through which the Service is offered, the technology related to the Site and Service, and any and all technology and any content created or derived from any of the foregoing (as to all of the foregoing, including without limitation, any copyright, patent or trade secret appurtenant thereto or embodied therein), is our exclusive property or that of our licensors. Moreover, any suggestions, ideas, notes, drawings, concepts, or other information you may send to us through or regarding the Site or Service shall be considered an uncompensated contribution of intellectual property to us, shall also be deemed our exclusive intellectual property, and shall not be subject to any obligation of confidentiality on our part. By submitting any such materials to us, you automatically grant (or warrant that the owner of such materials has expressly granted) to us a perpetual, royalty- free, irrevocable, non-exclusive right and license to use, reproduce, modify, adapt, publish, translate, publicly perform and display, create derivative works from and distribute such materials or incorporate such materials into any form, medium, or technology now known or later developed, and you warrant that all so-called “moral rights” in those materials have been waived, and you warrant that you have the right to make these warranties and transfers of rights.

3.17. Notices to You

You agree that we may provide notices to you by posting them on the Site, sending them to you through an in-product message within the Service, emailing them to an email address that you have provided us, sending them via text message to any mobile number that you have provided us, or by mailing them to any postal address that you have provided us. All notices by any of these methods shall be deemed received by you no later than 24 hours after they are sent or posted, except for notice by postal mail, which shall be deemed received by you no later than three Business Days after it is mailed. It is your sole responsibility to ensure that your contact information is accurate. In the event you do not receive notification, it is your responsibility to periodically log on to the Service and check for notices. You are responsible for ensuring timely payment of all bills. You may request a paper copy of any legally required disclosures and you may terminate your consent to receive required disclosures through electronic communications by contacting us as described herein, however, we reserve the right to terminate your use of the Service if you withdraw your consent to receive electronic communications. We reserve the right to charge you a reasonable fee not to exceed $20(TWENTY DOLLARS) to respond to each such request for a paper copy of legally required disclosures.

3.18. Errors, Questions, and Complaints about the Services

ALL QUESTIONS ABOUT TRANSACTIONS MADE USING THE SERVICE MUST BE DIRECTED TO US AND NOT TO THE BANK OR OTHER FINANCIAL INSTITUTION. The Site provides a periodic statement listing Bill Payments transactions that you make using the Service. The transactions will appear only on the statement issued by your bank or other financial institution. PRINT AND SAVE ANY PAYMENT CONFIRMATIONS YOU RECEIVE WHEN YOU USE THE SERVICE AND CHECK THEM AGAINST THE ACCOUNT STATEMENT YOU RECEIVE FROM YOUR BANK OR OTHER FINANCIAL INSTITUTION. If you have any questions about the Service or one of your transactions (including if you believe there may have been an error in connection with the Service or a transaction), or if you believe your password or other means of access to your account associated with the Service has been lost or stolen, then you should either:

1. Telephone us as soon as possible at 1-855-473-7729 during customer care hours, Monday through Friday 8:00 am to 5:00 pm CST, provided such telephone calls will not constitute legal notices under this Agreement, and/or
2. b. Except as otherwise stated in this Agreement, written notice to us concerning the Site or the Service can be sent by postal mail to: RealPage Payments Services LLC, 2201 Lakeside Blvd. Richardson, TX 75082. In addition, written notice can be sent by email to: RealPagePaymentsServices@realpage.com.

If you think your transaction history is incorrect or you need more information about a Service transaction listed in the transaction history, you should notify us immediately. You must contact us no later than 60 days after the transaction is posted for which you have any question. Therefore, it is important for you to contact us immediately. If you notify us verbally, we may require that you send your inquiry in writing within 10 Business Days after your verbal notification. We will use reasonable efforts to provide to you the results of our investigation within 10 Business Days after we hear from you, and will correct any error. However, if we require more time to confirm the nature of your inquiry or question, we reserve the right to take up to 45 days to complete our investigation. If we elect to do this, we will provisionally credit your Payment Account within 10 Business Days for the amount you think is in error. If we ask you to submit your complaint or question in writing and we do not receive it within 10 Business Days, we may not provisionally credit your Payment Account. If it is determined there was no error we will mail you a written explanation within three Business Days after completion of our investigation. You may ask for copies of documents used in our investigation. We may revoke any provisional credit provided to you if we find an error did not occur.

3.19. Service Termination, Cancellation or Suspension

In the event you wish to cancel the Service, you may do so by contacting customer service at 1-855- 473-7729 Monday through Friday 8:00 am to 5:00 pm CST, which is a Business Day. We may terminate this Agreement at any time upon notice to you, which may be delivered via e-mail to your e-mail address reflected in our records. In addition, if either party breaches a material provision of this Agreement, then the other party will have the right to terminate this Agreement immediately by giving notice to the party in breach. The termination of this Agreement shall not affect your obligation to pay us any fees or charges already due to us from you. Any Scheduled Payments processed before the requested termination date will be completed by the Service. All Scheduled Payments including recurring payments will not be processed once the Service is cancelled. The Service may be terminated or suspended to you at any time. Neither termination nor suspension shall affect your liability or obligations under this Agreement.

3.20. Right of Offset

ANY REPRESENTATIONS OF UNSETTLED OR IN-TRANSIT ASSETS OR LIABILITIES IN COMPANY FINANCIAL STATEMENTS ARE INCLUDED FOR REPORTING PURPOSES ONLY. Accordingly, the Company has the right but not the obligation to offset any unsettled, in-transit payment against any assumed liability to forward the payment in transit against one another. This right does not interfere with any other rights, duties, and or other obligations either party assumes as part of your transaction.”

3.21. Captions

The captions of sections hereof are for convenience only and shall not control or affect the meaning or construction of any of the provisions of this Agreement.

RealPage Payments Services LLC (RPPS)
ResidentDirect – Complaints

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Last updated: August 31, 2023

Please contact RealPage Payments Services Customer Support before contacting your jurisdiction with a complaint.

Listed below are several ways to contact RealPage Payments Services Customer Support

After first contacting RealPage Payments Services Customer Support, if you still have an unresolved complaint regarding the company's money transmission services, please click on the jurisdiction link below and direct your complaint to the appropriate contact.

Alabama Customers:
Alabama Securities Commission
http://www.asc.state.al.us/
800-222-1253

For Alaska Residents Only:
If your issue is unresolved by RealPage Payments Services, LLC 1-855-473-7729, please submit formal complaints with the State of Alaska, Division of Banking & Securities.
Please download the form here: https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated.pdf
Submit formal complaint form with supporting documents:
Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807
If you are an Alaska resident with questions regarding formal complaints, please email us at dbs.licensing@alaska.gov or call Nine Zero Seven Four Six Five Two Five Two One

Arizona Customers:
Arizona Department of Financial Institutions
http://www.azdfi.gov/
602-771-2800

Arkansas Customers:
Arkansas Securities Department
http://www.securities.arkansas.gov/
800-981-4429
Arkansas Securities Department
Heritage West Building, Suite 300
201 East Markham Street
Little Rock, AR 72201

California Customers:
California Department of Financial Protection and Innovation
http://www.dbo.ca.gov/
1-800-622-0620
consumer.complaint@dbo.ca.gov
Department of Financial Protection and Innovation
Attn: Consumer Services
2101 Arena Boulevard
Sacramento, CA 95834

California users: If you have complaints with respect to any aspect of the money transmission activities conducted at this website, you may contact the California Department of Financial Protection and Innovation at its toll-free telephone number, 1-866-275-2677, by email at consumer.services@dbo.ca.gov, or by mail at the Department of Financial Protection and Innovation, Consumer Services, 2101 Arena Boulevard, Sacramento, CA 95834

Colorado Customers:
Colorado Division of Banking
http://www.dora.state.co.us/
303-894-7575
Colorado Division of Banking
1560 Broadway, Ste. 975
Denver, Colorado 80202

CUSTOMER NOTICE

Entities other than FDIC insured financial institutions that conduct money transmission activities in Colorado, including the sale of money orders, transfer of funds, and other instruments for the payment of money or credit, are required to be licensed by the Colorado Division of Banking pursuant to the Money Transmitters Act, Title 12, Article 52, Colorado Revised Statutes.

If you are a Colorado Resident and have a Complaint about
THE MONEY TRANSMITTER – THE COMPANY THAT SENT YOUR MONEY

ALL complaints must be submitted in writing. Please fill out the Complaint Form provided on the Colorado Division of Banking’s website and return it and any documentation supporting the complaint via mail or email to the

Division of Banking at:
Colorado Division of Banking
1560 Broadway, Suite 975
Denver, CO 80202

email: DORA_BankingWebsite@state.co.us
website: https://banking.colorado.gov/

Section 11-110-120, C.R.S. requires that money transmitters and money order companies post this notice in a conspicuous, well-lighted location visible to customers.

Connecticut Customers:
Connecticut Department of Banking
http://www.ct.gov/dob/
860-240-8299

Delaware Customers:
Delaware Office of State Bank Commissioner
http://banking.delaware.gov/
302-739-4235

District of Columbia Customers:
District of Columbia Department of Insurance, Securities, & Banking
http://disb.dc.gov
202-727-8000

Florida Customers:
Florida Office of Financial Regulation
http://www.flofr.com/
850-487-9687

Florida users: If you are a user in the State of Florida and you still have an unresolved complaint regarding RealPage Payments Services LLC's money transmission activity after first contacting RealPage Payments Services LLC, please direct your inquiry to: Florida Office of Financial Regulation, 200 E. Gaines Street, Tallahassee, FL 32399-0376, or at 1-800-848-3792.

Georgia Customers:
Georgia Department of Banking & Finance
http://www.dbf.georgia.gov/
888-986-1633

Hawaii Customers:
Hawaii Division of Financial Institutions
http://www.hawaii.gov/dcca/dfi
808-586-2820

Idaho Customers:
Idaho Department of Finance
http://finance.idaho.gov/
208-332-8000

Illinois Customers:
Illinois Division of Financial Institutions Consumer Credit Section
http://www.idfpr.com/
888-298-8089

Illinois users: If you are a user in the State of Illinois and you still have an unresolved complaint regarding RealPage Payments Services LLC's money transmission activity after first contacting RealPage Payments Services LLC, please direct your inquiry to: Illinois Department of Financial and Professional Regulation at 1-888-298-8089.

Indiana Customers:
Indiana Department of Financial Institutions
http://www.in.gov/dfi/
317-232-3955
800-382-4880 (IN Only)

Iowa Customers:
Iowa Division of Banking
http://www.idob.state.ia.us/
515-281-4014

Kansas Customers:
Kansas Office of the State Bank Commissioner
http://www.osbckansas.org/
785-380-3939

Kentucky Customers:
Kentucky Department of Financial Institutions
http://kfi.ky.gov/Pages/nondepository.aspx
800-223-2579

Louisiana Customers:
Louisiana Office of Financial Institutions
http://www.ofi.louisiana.gov/
888-525-9414

Maine Customers:
Maine Bureau of Consumer Credit Protection
http://www.credit.maine.gov/
207-624-8527
800-332-8529 (ME Only)

Maryland Customers:
Maryland Office of the Commissioner of Financial Regulation
http://www.dllr.state.md.us
888-784-0136
Office of the Commissioner of Financial Regulation
Attention: Complaint Unit
500 North Calvert Street, Suite 402
Baltimore, MD 21202
https://www.nmlsconsumeraccess.org

Maryland users: The Commissioner of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland residents regarding RealPage Payments Services, LLC DBA ResidentDirect, license number 1186433, at Commissioner of Financial Regulation, Attention: Consumer Services Unit, 500 North Calvert Street, Suite 402, Baltimore, Maryland 21202. The Commissioner’s toll-free telephone number is: 1-888-784-0136.

Massachusetts Customers: Please contact RPPS directly

Michigan Customers:
Michigan Department of Insurance & Financial Services
http://www.michigan.gov/difs/
877-999-6442

Minnesota Customers:
Minnesota Department of Commerce
http://www.mn.gov/commerce
651-296-2488

Mississippi Customers:
Mississippi Department of Banking & Consumer Finance
http://www.dbcf.state.ms.us/
800-844-2499

Missouri Customers:
Missouri Division of Finance
http://www.finance.mo.gov/
573-751-3242

Montana Customers: Please contact RPPS directly

Nebraska Customers:
Nebraska Department of Banking & Finance
http://www.ndbf.ne.gov/
402 -471-2171

Nevada Customers:
Nevada Division of Financial Institutions
http://www.fid.state.nv.us/
702-486-4120

New Hampshire Customers:
New Hampshire Banking Department
http://www.nh.gov/banking/
603-271-3561

New Jersey Customers:
New Jersey Department of Banking & Insurance
http://www.state.nj.us/dobi
800-446-7467

New Mexico Customers:
New Mexico Financial Institutions Division
http://www.rld.state.nm.us/financialinstitutions/contacts-1.aspx
Toney Anaya Building
P.O. Box 25101
2550 Cerrillos Road, 3rd Floor
Santa Fe, NM 87504
505-476-4885

New York Customers:
New York Department of Financial Services
http://www.dfs.ny.gov/
877-226-5697
New York State Department of Financial Services
Consumer Services Division
One State Street
New York, NY 10004-1417

North Carolina Customers:
North Carolina Commissioner of Banks
http://www.nccob.gov/
888-384-3811

North Dakota Customers:
North Dakota Department of Financial Institutions
http://www.nd.gov/dfi/
701-328-9933

Ohio Customers:
Ohio Division of Financial Institutions
http://www.com.ohio.gov/fiin/
866-278-0003

Oklahoma Customers:
Oklahoma Banking Department
http://www.ok.gov/banking/
405-521-2782

Oregon Customers:
Oregon Division of Finance & Corporate Securities
http://www.cbs.state.or.us/dfcs/
866-814-9710 (OR Only)

Pennsylvania Customers:
Pennsylvania Department of Banking
http://www.banking.state.pa.us/
717-787-1854
800-722-2657

Puerto Rico Customers:
Office of the Commissioner of Financial Institutions
Edif. Centro Europa – Suite 600
1492 Ave. Ponce de León
San Juan, Puerto Rico 00907
(787) 723-3131

Rhode Island Customers:
Rhode Island Dept. of Bus. Regulation - Div. of Banking
http://www.dbr.state.ri.us/
401-462-9500

South Carolina Customers:
Office of the Attorney General
Money Services Division
P.O. Box 11549
Columbia, SC 29211-1549
803-734-1221
http://www.scag.gov/civil/money-services

South Dakota Customers:
South Dakota Division of Banking
http://www.dlr.sd.gov/banking/
605-773-3421

Tennessee Customers:
Tennessee Department of Financial Institutions
http://www.tennessee.gov/tdfi/
800-778-4215

Texas Customers:
Texas Department of Banking
http://www.dob.texas.gov/
877-276-5554 (toll free)
Texas Department of Banking
2601 North Lamar Boulevard
Austin, Texas 78705

Texas users: If you have a complaint, first contact the customer service department of RealPage Payments Services LLC via email at RealPagePaymentsServices@RealPage.com or through our toll-free customer support line at 1-855-473-7729. If you still have an unresolved complaint regarding the company's money transmission or currency exchange activity, please direct your complaint to: Texas Department of Banking, 2601 North Lamar Boulevard, Austin, TX 78705, 1-877-276-5554 (toll free), www.dob.texas.gov, consumer.complaints@dob.texas.gov.

Utah Customers:
Utah Department of Financial Institutions
http://www.dfi.utah.gov/
801-538-8830

Vermont Customers:
Vermont Division of Banking
http://www.dfr.vermont.gov/banking/banking-division
888-568-4547

Virginia Customers:
Virginia Bureau of Financial Institutions
http://www.scc.virginia.gov/bfi/index.aspx
8804-371-9657
800-552-7945 (VA Only)

Washington Customers:
Washington Department of Financial Institutions
http://www.dfi.wa.gov/
877-746-4334

West Virginia Customers:
West Virginia Division of Financial Institutions
http://www.dfi.wv.gov/
304-558-2294

Wisconsin Customers:
Wisconsin Department of Financial Institutions
http://www.wdfi.org/
608-261-7578

Wyoming Customers:
Wyoming Department of Audit
http://audit.state.wy.us/banking/
307-777-7797

RealPage Payments Services LLC (RPPS)
ResidentDirect – Money Transmission Licenses

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Last updated: September 30, 2022

All payments transactions made on the Site are conducted via RealPage Payments Services LLC, which is licensed as a money transmitter in various jurisdictions in the United States. To view RealPage Payments Services LLC's Money Transmitter Licenses, please contact RealPage Payments Services LLC at RealPagePaymentsServices@RealPage.com or click this link.

RealPage Payments Services LLC (RPPS)
Frequently Asked Questions

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Last updated: July 14, 2023

What is RealPage Payments Services?

• RealPage Payments Services LLC (“RPPS”) provides electronic payment channels for apartment applicants and residents to pay for application fees, security deposits, rent, and other items on the resident’s ledger (such as, utilities, housekeeping services, etc). RPPS will remit payments to property management companies (“PMCs”), all of which will be done pursuant to a contractual relationship.
• The RealPage Payments Services ResidentDirect is a Bill Payment service that allows residents of apartment communities to conveniently pay their rent and other charges. In order to make a payment, please log into your community’s resident portal. All of your statement details and payments are updated in real-time.

What payment types are offered?

• ACH – Automated Clearing House
  • Online ACH Originations
    • (WEB-S) – Internet initiated single payments through a checking/savings account
    • (WEB-R) – Internet initiated recurring payments through a checking/savings account
•  
• Credit or Debit Card
  • Online Card Transactions Originations – Internet initiated single and recurring payments through credit or debit card
  • Branded Card Options: MasterCard, Discover

What payment methods are offered?

• Online Payments (ACH/CARD)
  • Ability for a resident to authorize and process a single or recurring transaction through a secure web site
• Returns /Chargebacks
  • Returns – ACH that are returned for non-payment; most common Return reasons are:
    • Insufficient funds
    • Account closed
    • Unable to locate account
    • Invalid account number
    • Unauthorized debit to consumer account
  • Chargebacks – The return of the original card transaction from the Issuer, when a specific rule or regulation may have been violated.

What is the Convenience Fee I will pay?

• A Convenience Fee is a monetary charge for processing the resident’s payment transaction via the Site. Convenience fees are paid directly by the resident for all Payment Instructions and are subject to change based on our sole discretion.
•  

• Payment Type	Price
  eCheck (ACH)	Up to $2.95
  MasterCard, Discover and American Express (Debit & Credit)	3.10% per transaction ($3.00 minimum)
  Visa Cards (Debit & Credit)	$3.00 minimum to $299.00 maximum
  International (Non-USD Denominations) – Visa, Mastercard, Discover and American Express (Debit & Credit)	4.10% per transaction ($3.00 minimum)

When I move out of my apartment community when is my account deactivated?

• A Payment Account will be deactivated on the resident’s move out date and closed 90 days after the last payment.

How do I contact RealPage Payments Services?

• phone:	RealPage Payments Services Customer Support 1-855-473-7729
  write:	RealPage Payments Services LLC Attn: Complaints, Customer Support 2201 Lakeside Blvd. Richardson, TX 75082
  email:	RealPagePaymentsServices@RealPage.com

How do I change my account information?

• To change your Payment Account, login to your apartment community’s resident portal and click on My Home. Next, click on Saved Payment Accounts and from this page you have the ability to add and delete saved account.

How do I add or delete a Payment Account?

• To add or delete a Payment Account, login to your apartment community’s resident portal and click on My Home. Next, click on Saved Payment Accounts and from this page you have the ability to add or delete a Payment Account.

Can I schedule recurring payments?

• Yes. A fee will be assessed at the time each payment is scheduled to process.

How long does it take for my processed payment to post to my bank?

• This process will take 1-2 days depending on your financial institution.

Do I receive a payment confirmation?

• A payment confirmation will appear with a confirmation number and the payment details immediately after submitting your transaction.

If I need my payment refunded, who do I contact?

• In order to receive a payment refund, you will need to contact your community’s office directly.

Where do I find your Terms and Conditions?

• To review our Terms and Conditions, please click on this link: RealPage Payments Services ResidentDirect – Terms and Conditions

Will I be able to make a payment if I have an international Payment Account?

• In order to use this Service, you must have a physical United States mailing address and a United States domestic bank account.

Why do I need to provide my social security number to make a payment?

• ResidentDirect is a money services business (MSB) and is required to comply with the Bank Secrecy Act, which means that certain transactions require additional identifiers before the payment can be accepted.