Why is a payer not appearing when I collect a gateway payment?

For a resident or their designated payer to appear on the Payment Gateway Bulk Payment page, they must have a valid payment method set up in ALIS. 

If a payer is missing from this page, it is most commonly because a bank account or credit card has not yet been added to their profile and/or set as a recurring payment.

Add Recurring Payment Method 

You must add the payment method to the payer's profile first and set the payment method as a recurring payment. Refer to this ALIS Pay: Payment Gateway Reference Guide for more details.

1. Navigate to the Billing Section of a resident's profile, and go to the Payers section. 
2. Find the correct payer and use the Options menu to select either Edit Contact (for non-resident payers) or Edit Payer Details (for residents who are their own payer). 
3. Scroll down to the Payment Methods section and click +Add Payment Method. Enter the required bank account or credit card details. 
   • Important: Ensure the 'Use for Recurring Payments' checkbox is selected. This is required for the payer to be included in recurring payment pulls.
4. Click Add Payment Method to save. Once the payment method is saved, the payer will appear in the list the next time you go to collect ACH or credit card payments.  

Set existing Payment Method to 'Recurring'

If you have already added a payment method to the profile, but just need to set it as a recurring payment:

1. Click the blue Manage Recurring Payment button.
2. Choose the Payment Mode: Single or Split pay. 
3. Select the payment method(s) from the Choose Payment Method dropdown menu. 
4. Select the checkbox to verify the payer has authorized the payment method(s) to be included in recurring payment.
5. Click Submit to save.

Add Payment Method in ALIS Connect

If you are using ALIS Connect, resident or contact payers have the ability to set up their own recurring payment method information for your billing administrator to do payment gateway withdrawals. 

This can also be particularly useful for them to do if you have agreed that they will submit their own recurring payments.  However, it is necessary to communicate clearly with the resident or contact payer to decide whether your billing team will run the payments or if they will process payments themselves. 

To add a payment method in ALIS Connect:

1. First, be sure to give payers the correct access in ALIS Connect. Resident or contact payers need a level of access that allows them to view billing details. 
   • Manage ALIS Connect users in the Access tab of your ALIS Connect Center. This involves sending the payers email invitations to access the portal. Read this How to pay bills in ALIS Connect guide for more details.
2. Once the resident or contact payer is logged into ALIS Connect, they can access the Billing section and click +Add Payment Method.
   • This is where they will add their bank account or credit card information along with the relevant billing address.
   • Once this step has been completed, you will be able to process payments in the Payment Center.

If you do not have ALIS Connect and are interested in enabling it for your community, reach out to your Account Manager or our ALIS Customer Success Team for assistance.

'Balance as of' date

Another possible reason a resident or other payer does not appear in the Payment Gateway Bulk Payment page is due to the 'Balance as of' date set after you click +Collect ACH/CC prior to the reviewing payments you will collect. 

The Balance as of date defaults to the first day of the current month. Always review this date for accuracy and  align this date to your invoice date so that any payers with outstanding invoices will appear in the next page. 

Related Articles: 

• ALIS Pay: Payment Gateway Reference Guide
• ALIS Pay: Monthly ACH Pulls 

For more assistance with ALIS Pay,

Contact our ALIS Customer Success Team:

888.404.ALIS (2547) or support@go-alis.com