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Prisma Support Doc

My Account

How do I change my password?
How do I change my mobile number?

Payments

How do I see everything I’ve been charged?
Did my rent payment go through?
How do I save my payment method?
How do I set up automatic monthly payments?
How do I connect my bank with Plaid?
How do I pay rent using MoneyGram?
How do I pay rent with a check?
How do I pay rent with a card?
How do I pay rent from my bank account?

My Banking

How do I add money to My Wallet?
How do I move money between My Wallet and my bank?

Rewards

How do I sign up for rewards?

Credit Reporting

How do I stop credit reporting?
How do I sign up for credit reporting?

Maintenance

Where can I see the status of my maintenance request?
How do I submit a Maintenance Request?

Messages

How do I send and read messages?

Parcels

How do I pick up a package?

My Wallet

Why is a reward no longer available?
Why is there a charge I do not recognize?
Why was my mobile check deposit rejected?

Questions about My Account

Why do I see the wrong property, unit, or lease?
My lease has no email address, or the wrong one. How do I register?
Why can’t Prisma find me or my property?
I moved to a new unit or property. What do I do?
Can more than one person on my lease use the portal?
Why does my invitation link not work?
Can I sign up with a different email address?
I did not get my registration email. What should I do?

Questions about Payments

What should I do if I don’t recognize a saved payment method?
Is deleting a saved payment method the same as cancelling a payment?
Why do I see more than one entry for the same payment?
Why do I only see the last four digits of my account?
How do I cancel Auto-Payment?
What happens if my saved card expires?
Why didn’t my Auto-Payment go through?
What should I do if my payment failed or was cancelled?
What do the payment statuses mean?
Does a returned payment count as paid?
Can Prisma remove or lower my NSF fee?
Why was I charged an NSF fee?
Why was my rent payment returned?
Can I use a savings account?
Why is the date different from my bank statement?
Can I print a payment receipt?
How do I find an older payment?
Why was my mobile check deposit rejected?
Why was my card declined or why did “secure verification” fail?
How do I get a refund for a duplicate payment?
When does Auto-Payment charge my account?
Can I remove or change a saved bank account or card?
Why did my Plaid bank connection fail?
What’s the difference between Link Bank Account and Bank Account?
Linking my bank with Plaid isn’t working?
Can I cancel a payment?
What do I do if my bank account is blocked?
ACH Return codes and what they mean
My bank does not work with Plaid. How else can I pay?
Why is a payment method missing?
Can I make a partial or split payment?
Why was I charged a late fee?
I paid. Why does my balance still show an amount due?
Why does my balance look wrong?
Why does my Dashboard show $0 when rent is due?

Questions about Rewards

How many points do I need to redeem rewards?
I did not receive my reward
What can I redeem my rewards for?
I did not receive my $30 Nift Discount Gift Card
Where can I see my point history
How do I earn points?
Do points expire?
Why didn’t I get points for paying rent?
What Is Piñata Rewards?
How do I use my rewards?
Why is a reward no longer available?
When will my points show up?

Questions about Credit Reporting

What is included with Premium identity theft protection?
Can I change from Premium to Basic?
Can I change from Basic to Premium?
Why is my credit score not showing?
What is back reporting?
Does enrolling guarantee that my credit score will increase?
When will rent reporting begin?
Will late or missed payments be reported?
Why was I charged for Credit Reporting, and can I get a refund?
I’m not enrolled yet. Can I opt out ahead of time?
Why was I enrolled without signing up?
Do Premium Credit Reporting members get more points?
Why can I not enroll in credit reporting?
What is the difference between Premium and Basic?
What is a tradeline?
Who is Piñata?
What is credit reporting?

Questions about Maintenance

Why is my issue category not listed?
What should I include in the maintenance description?
Can I put more than one problem in one request?
No one has answered my request. Should I submit another one?
Can I change my request or permission to enter after submitting?
What does permission to enter mean?
Are photos required?
What should I do in an emergency?
Who should I contact regarding my maintenance request?

Questions about Messages

Can I delete a message?
Can I attach a file to a message?
When should I start a new message instead of replying?
Can I reply to an existing message?
How do I find an older conversation?
How do I know if I have an unread message?
Can I send my bank or personal information in a message?
Why hasn’t anyone replied to my messages?
Who reads my messages?

Questions about Parcels

Can I see parcels I already received?
What is the attachment next to my parcel?
Can someone else pick up my package?
My package is missing or damaged.
I marked a package received by mistake.
When should I click or tap Mark Received?
I cannot find a package notice.

Questions about My Banking

Why was my debit card purchase declined?
What should I do if I don’t recognize a card transaction?
How do I activate my Prisma debit card?
What is Monthly Average Balance?
Does adding money to My Wallet pay my rent?
Why can’t I use money I just added to My Wallet?
How do I know which direction my transfer will move?
Where are my wallet’s account and routing numbers?
Can I cancel a wallet transfer?
I sent a transfer, but I do not see the money. Should I send it again?
Why is my balance different from my available balance?
Why was I asked to verify my identity?
Who can open a Wallet Banking account?
What Is My Wallet?
How do I block or replace my card?
How do I reset my ATM/Debit Card PIN?
What is Plaid?
How do I set up Direct Deposit?
How do I download my statement?
Where can I find my transactions?
How do I deposit a check into My Wallet?
How do I get started with mobile banking?
How do I open an account?
What is required to open an account online with Prisma?
What type of accounts does Prisma offer?
What is My Banking?

Ledger Activity

What is Ledger Activity?

Questions about Ledger Activity

What does a credit on my ledger mean?
Can Prisma change or remove a ledger entry?
Why is my ledger balance different from the Amount Due on my Dashboard?
Why is there a charge I do not recognize?
Why is a payment in Payment History but not in my ledger?
Why is there a charge I do not recognize?

Questions about Documents

Something in my lease or notice is wrong.
How do I sign a document?
Can I download or print a document?
A document will not open.
I cannot find a document.
What documents can I see in the portal?

General FAQs

Still having trouble? Get help
When should I contact my bank or card issuer?
When should I contact Prisma Support?
When should I contact my Property Management Team?
How do I fix problems with my browser or phone settings?
What should I tell Prisma Support about a problem?
A page is blank or will not load.
Why does the portal keep logging me out?
Why won’t a button work?
Can I use Prisma on my phone?
What do the numbers next to menu items mean?

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