Browse help topics
FAQs
Quick answers to the questions residents ask most.
My Account
- I did not get my registration email. What should I do?
- Why does my invitation link not work?
- Can I sign up with a different email address?
- Can more than one person on my lease use the portal?
- I moved to a new unit or property. What do I do?
- Why can’t Prisma find me or my property?
- My lease has no email address, or the wrong one. How do I register?
- Why do I see the wrong property, unit, or lease?
Payments
- Why does my Dashboard show $0 when rent is due?
- I paid. Why does my balance still show an amount due?
- Why does my balance look wrong?
- Can I make a partial or split payment?
- Why is a payment method missing?
- My bank does not work with Plaid. How else can I pay?
- Why was I charged a late fee?
- What do I do if my bank account is blocked?
- Can I cancel a payment?
- Linking my bank with Plaid isn’t working?
- What’s the difference between Link Bank Account and Bank Account?
- Why did my Plaid bank connection fail?
- Can I remove or change a saved bank account or card?
- When does Auto-Payment charge my account?
- How do I get a refund for a duplicate payment?
- Why was my card declined or why did “secure verification” fail?
- Why was my mobile check deposit rejected?
- How do I find an older payment?
- Can I print a payment receipt?
- Why is the date different from my bank statement?
- Can I use a savings account?
- Why was my rent payment returned?
- Why was I charged an NSF fee?
- Can Prisma remove or lower my NSF fee?
- Does a returned payment count as paid?
- What do the payment statuses mean?
- What should I do if my payment failed or was cancelled?
- Why didn’t my Auto-Payment go through?
- What happens if my saved card expires?
- How do I cancel Auto-Payment?
- Why do I only see the last four digits of my account?
- Why do I see more than one entry for the same payment?
- Is deleting a saved payment method the same as cancelling a payment?
- What should I do if I don’t recognize a saved payment method?
Ledger Activity
- What is Ledger Activity?
- Why is a payment in Payment History but not in my ledger?
- Why is there a charge I do not recognize?
- Why is there a charge I do not recognize?
- Why is my ledger balance different from the Amount Due on my Dashboard?
- Can Prisma change or remove a ledger entry?
- What does a credit on my ledger mean?
My Banking
- What is My Banking?
- What type of accounts does Prisma offer?
- What is required to open an account online with Prisma?
- How do I open an account?
- How do I get started with mobile banking?
- How do I deposit a check into My Wallet?
- How do I set up Direct Deposit?
- What is Plaid?
- How do I block or replace my card?
- Where can I find my transactions?
- How do I download my statement?
- What Is My Wallet?
- Who can open a Wallet Banking account?
- Why was I asked to verify my identity?
- Why is my balance different from my available balance?
- I sent a transfer, but I do not see the money. Should I send it again?
- Can I cancel a wallet transfer?
- Where are my wallet’s account and routing numbers?
- How do I know which direction my transfer will move?
- Why can’t I use money I just added to My Wallet?
- Does adding money to My Wallet pay my rent?
- What is Monthly Average Balance?
- How do I activate my Prisma debit card?
- What should I do if I don’t recognize a card transaction?
- Why was my debit card purchase declined?
Rewards
- What Is Piñata Rewards?
- How do I use my rewards?
- When will my points show up?
- Why is a reward no longer available?
- Why didn’t I get points for paying rent?
- Do points expire?
- How do I earn points?
- Where can I see my point history
- I did not receive my $30 Nift Discount Gift Card
- What can I redeem my rewards for?
- I did not receive my reward
- How many points do I need to redeem rewards?
Credit Reporting
- What is credit reporting?
- Why can I not enroll in credit reporting?
- What is the difference between Premium and Basic?
- What is a tradeline?
- Who is Piñata?
- Why was I enrolled without signing up?
- Do Premium Credit Reporting members get more points?
- I’m not enrolled yet. Can I opt out ahead of time?
- Why was I charged for Credit Reporting, and can I get a refund?
- Will late or missed payments be reported?
- When will rent reporting begin?
- Does enrolling guarantee that my credit score will increase?
- What is back reporting?
- Why is my credit score not showing?
- Can I change from Basic to Premium?
- Can I change from Premium to Basic?
- What is included with Premium identity theft protection?
Maintenance
- Who should I contact regarding my maintenance request?
- What should I do in an emergency?
- Are photos required?
- What does permission to enter mean?
- Can I change my request or permission to enter after submitting?
- No one has answered my request. Should I submit another one?
- Can I put more than one problem in one request?
- What should I include in the maintenance description?
- Why is my issue category not listed?
Messages
- Who reads my messages?
- Why hasn’t anyone replied to my messages?
- Can I send my bank or personal information in a message?
- How do I know if I have an unread message?
- How do I find an older conversation?
- Can I reply to an existing message?
- When should I start a new message instead of replying?
- Can I attach a file to a message?
- Can I delete a message?
Parcels
Documents
General FAQs
- What do the numbers next to menu items mean?
- Can I use Prisma on my phone?
- Why won’t a button work?
- Why does the portal keep logging me out?
- A page is blank or will not load.
- What should I tell Prisma Support about a problem?
- How do I fix problems with my browser or phone settings?
- When should I contact my Property Management Team?
- When should I contact Prisma Support?
- When should I contact my bank or card issuer?
- Still having trouble? Get help