Essex Rentcafé: Frequently Asked Questions

Sign-In Questions

 

What is my username?

Your username is the email address that your Rentcafé registration invitation was sent to.

 

How can I change my username/email address?

Once you have signed in, click the Profile icon found on the right side of the top menu, then click the Edit Profile button. Please also inform the team at your community if you have a new email address.

 

How can I retrieve my password?

Click the Forgot Password link found on the resident login screen – Enter the email address you used to register for Essex Rentcafé, complete the ReCAPTCHA and click Submit. The system will email you a link to change your password.

 

Why didn't I receive a new password after using the Forgot Password page?

Your password is sent to the email address you used to register with Essex Rentcafé. If you don't receive your password within 15 minutes, please check your spam folder.

 

What if I can't access the email address associated with my account?

Please contact the team at your community, and they will update your account with your new email address.

 

How do I change my password?

Once you have signed in, click the Profile icon found on the right side of the top menu, then click the Change Password button.

 

Registration Questions

 

How do I register?

You will receive an invitation to register for Rentcafé directly to your email. If you have not received an invitation email, please reach out to the team at your community.

 

Payment Questions

 

How much do I owe? What do I do if my balance is incorrect?

When signed in, click the Payments tab found within the top menu. Your balance is displayed within the Make Payments tab. If you have questions about a charge or your balance, please contact the team at your community.

 

Can I make payments onsite?

Payments will not be accepted onsite. If you choose to pay your rent by personal check, you are now required to mail your payment to the following address:

[Community Name]

PO Box 82836

Goleta, CA

93118

Please ensure your name and apartment number are accurately represented on the check.

 

Is there a fee associated with paying online?

Payments made from your bank account by eCheck or by ‘Text to Pay’ are free.

Payments made using Visa, Mastercard, Discover, and American Express are subject to a convenience fee. Below are all of the Rentcafé payment fees:

Note: Credit/Debit card payments are processed through ProfitStars, a third party vendor. Essex does not receive the convenience fees or profit from them. They are used to offset the cost of processing credit card payments.

 

Where is the eCheck payment option?

When signed in, in the Payments tab of the Payments page, you will see the option to add an eCheck payment displayed under “Bank Accounts.” If you have questions or if you do not see an eCheck option, please contact the team at your community.

 

Can I set up more than one payment account?

Yes, in the Payment Accounts tab of the Payments page, you can add multiple bank accounts and/or multiple credit/debit cards. Payment accounts listed on this page are available for use when making one-time payments or when scheduling auto-payments.

 

Can I make a split/partial payment?

To pay an amount different from the amount due, please change the amount in the Payment Amount field within the Make Payments screen and confirm that the Total Amount within the Payment Details displays the desired payment amount before clicking the Next button.

 

How do I get a receipt for my payment?

When you have completed your online payment, click the Print button on the confirmation page. We will also email you a receipt.

 

Is my online payment secure?

You can make payments through www.essexrentcafe.com with confidence that your personal information will be protected according to the highest industry standards.

Transactions and information submitted via www.essexrentcafe.com are compliant with data security standards established by the payment card industry to keep personal and payment information secure. The data security standards define best practices and dictate how information can be collected, stored, and transferred.

 

Managing Auto-Payments (Recurring Payments)

 

How do I set up an auto-payment?

When signed in, click the Payments tab found within the top menu. Then, click the Auto-pay Setup tab on the Payments page.

From here, you will have the option of creating a “Pay my account in full” auto-payment or a “Share lease costs with roommates” auto-payment. You can also edit or remove an auto-payment set up from this page.

 

How do I change the date of my auto-payment?

When signed in, click the Payments tab found within the top menu. Then, click the Auto-pay Setup tab on the Payments page. This page lists your auto-payments. To change the date, click the Edit button within your existing auto-pay set up and update the Start Date to a future date and edit the auto-payment Pay On date. Click Next and complete the confirmation process.

 

How do I change the amount of my auto-payment?

When signed in, click the Payments tab found within the top menu. Then, click the Auto-pay Setup tab on the Payments page. This page lists your auto-payments. To edit the payment amount, click the Edit button within your existing auto-pay setup and update the Start Date to a future date and edit the Payment Amount. Click Next and complete the confirmation process.

 

How can I stop my auto-payment?

When signed in, click the Payments tab found within the top menu. Then, click the Auto-pay Setup tab on the Payments page. This page lists your auto-payments. To cancel a payment, click the Delete button next to the desired auto-payment. Click OK again to confirm. Your auto-payment will be deleted, and funds will no longer be deducted for future payments.

Auto-payments will stop automatically if you move out, if your account status changes to “cash only,” or once it reaches the “End Date” you designated when you set up your auto-payment.

 

I have a roommate who also pays online. How should our payments be set up?

If multiple residents within an apartment will be paying via an auto-payment, you will each need to use ‘Option 2: Share lease costs with roommates’ when setting up payments. This will allow each roommate to specify their own individual Pay on Day and the specific dollar amount they would like deducted each month.

 

What happens when I renew my lease and I have an auto-payment scheduled?

Auto-Payments will continue to deduct unless you entered an End Date when setting up your auto-payment.

If your monthly rental amount has changed, you should update the payment amount of your auto-payment.

 

What happens when I submit my Notice to Vacate and I have an auto-payment scheduled?

Auto-Payments will continue to deduct unless you entered an End Date when setting up your auto-payment.

If you are moving out mid-month, then you should update the payment amount of your auto-payment to the prorated amount.

 

Resolving Payment Problems

 

I transferred to a new Essex apartment home. When I try to make a payment, why does it list my old apartment number?

Please contact the team at your community to ensure you are correctly linked to your new apartment home.

 

Will my payment be considered on time?

Rent is due on the first of each month and is considered late on the second of each month.

Auto-payments are considered on time as long as your financial institution honors the payment.

One-time payments are considered on time if both of the following scenarios apply:

 

Why hasn't my payment been withdrawn from my bank account?

Online transactions can take anywhere from three to five banking business days to process. If the funds have not been withdrawn after five banking business days, please contact the on-site team at your community for more information.

 

Can I cancel a payment that I processed online?

Once a payment has been submitted, it is not able to be canceled. For more information, please contact the team at your community.

 

How can I verify that my payment was successful?

If a One-Time payment was successfully received, you will see a confirmation message appear once you submit your payment. Additionally, you will also be emailed a payment confirmation number. Verify that the email confirmation states that a payment has been successfully received.

You can also log in to your Essex Rentcafé account, click the Payments tab found within the top menu. Then, click the Recent Activity tab on the Payments page. This page lists online payments that have been processed and are being transmitted to the bank.

If you’re not sure whether or not a payment was successful, please contact the on-site team at your community before attempting to submit a new payment online.

 

Accessing Essex Rentcafé

 

Can I access Essex Rentcafé on mobile?

The main website, www.essexrentcafe.com, is mobile responsive.

You can also access your Essex Rentcafé account on-the-go with our free mobile app, “Rentcafé Resident.” Click these links to download the app from iTunes or Google Play.