eManage Suite FAQ

A: We not only coordinate with realtors and closing attorneys in your area, but we also do a current owner title search whenever we receive returned mail. This ensures we have the most current information available to bill and collect from your owners.

A: Board members may view or print the account ledger in real time through eManageSuite.

A: Yes. All charges such as late fees, special assessments and monthly assessments are clearly labeled on the ledger and on monthly account statements mailed to owners.

A: Yes. E-Payments and check payments are clearly labeled.

A: When payments are received they are applied towards outstanding charges in the following order:

Legal Fees, NSF Fees, Fines, Collection Fees, Late Fees, Special Assessments, Regular Assessments, Master Association Assessments, Landscaping Assessments, and Water/Sewer/Utility Billing.

Charges of each type are paid in order of age; oldest first.

A: All owners have full access to their account ledger using the Homeowner Website online account management. This online tool provides a complete history of all charges and payments on the owner’s ledger and also allows owners to make E-Payments. You can learn more about online account management here. Owners may also speak to one of our Customer Service representatives to discuss their account or obtain an updated copy of their ledger.

A:  Late fees are calculated and charged to owner’s ledgers automatically by the eManageSuite platform according to preset parameters defined during the account setup process.

A: If a new fine or penalty is charged to an owner(s) the eManageSuite will add the fine or penalty automatically through the violation process, after approval of the fine/fee by the board online. Individual fees may also be added on a case by case basis as directed by the board.

A: During the signup process the board will make us aware of any existing or scheduled special assessments. These will be submitted to our systems so that owners are charged appropriately. If a new special assessment is levied the board will make us aware. The board will receive a confirmation from the support team after all changes have been created.

A: During the setup process the board will inform us of each owner’s monthly assessment charge. On the first of each month our systems will apply a charge to the owner’s statement in the correct amount. If an owner’s monthly assessment should change, due to a budget increase for example, the board will make us aware. The board will receive a confirmation from the support team after all changes have been made.

A: The board or current management company will provide us with information about each unit owner including the required monthly assessment, current balance and any other recurring fees.

A: During the setup process the board will inform us of each owner’s monthly assessment charge. On the first of each month our systems will apply a charge to the owner’s statement in the correct amount.

A: By submitting a service request to your assigned property coordinator you can obtain a copy of any check submitted by a home owner. There is no fee associated with obtaining a single check copy.

A: Yes. Our systems will charge the owner a fee of $25 for any returned check payments.

A: When we are notified about any checks that were unable to be deposited due to insufficient funds or related issues, the owner’s account ledger is automatically updated to reflect the unsuccessful payment, along with the returned check fee.

A: Owners will continue to make their checks payable to the name of your association. If an owner accidentally addresses a payment to our firm we will be able to lookup the owner’s name or account number in our system, or utilizing the statement remittance stub.

A: No. Owners will continue to make their checks payable to the name of your association. We are simply processing the checks on your behalf.

A: Since we handle the processing of all checks, our team is the first line of support to handle any disputes or answer any questions related to checks that were processed. We maintain an image of all checks that were processed and store images of the checks for later use if needed.

A: No. Our offices are equipped with check processing platforms that allow us to act like a bank and fully process all checks. This allows us to avoid timely visits to the bank for any checks mailed to our office.

A: Funds are typically available in the association’s bank account the same day once the check has been processed by our staff.

A: Checks are processed on the same day they are received.

A: No. Payments must be made by traditional mail or through the association’s website.

A: MasterCard, American Express and Discover.  Visa is not currently accepted at this time due to the Visa merchant fee structure.

A: Funds are typically available within 24-48 hours of an E-payment being made.

A: Owners are able to make E-check payments at no additional cost. The bank will charge the owner a nominal fee for processing Credit or Debit card payments, which is disclosed at the time of payment.

A: We provide 2 hours of live web based instructor led training, and a written instructional guide to assist you in performing common tasks.  Should you have questions using eManageSuite at any time, your property coordinator will be available to assist you during normal business hours.

A: Your Association Coordinator is available Monday – Friday 8am to 5pm to answer any questions your Board members may have.

A: Our professional Customer Service representatives are available Monday – Friday 8am to 6pm to answer any questions your homeowners may have. Homeowners may also view charges and payments on their account by logging into the website.

A: Our professional Customer Service representatives are available Monday – Friday 8am to 6pm to assist homeowners with questions about violation notices they may have received. In addition, homeowners have the ability to view their letters and any violation photos by logging into their online account. Homeowners may report possible violations to our Customer Service representatives or through the “Report a Violation” link on the website. Our Customer Service representatives will in turn notify the Board/violation committee by email of any comments, questions, reported violations or hearing requests that we may receive.

A: Our after-hours emergency phone line is staffed with a live operator who will assess the situation and dispatch a pre-selected repair vendor and notify the  Board member of choice.  (an additional fee for this service may apply for eManageSuite clients)

A: The board logs into the eManageSuite system and can generate the violation letter by choosing the type of violation according to the associations governing documents.   The letters will automatically contain a date to correct the violation, along with the relevant section of the governing documents and a picture if one is uploaded.

A: The board logs into the eManageSuite system and can escalate the existing violation to the fine level which will automatically generate and charge the violation fine as defined by your initial setup information.  Depending on your associations governing documents and state laws, repeat offenders may be fined up to $100.00 per day for non compliance.  These fines would be added to the owners account automatically once approved by the board.

A: Basic website content and documents in the document library can be changed or posted by a board member or designated website administrator.  If your association upgrades to a “custom” website, all content, menu items, styles and colors may be updated by your designated website administrator.

A: Yes. During the setup process the board can provide the text or html that they would like displayed on front section of the home page.

A: Owners may self-register for the website.

A: No. Use of the file system is unlimited.

A: You will be provided with the address to your association’s website during the setup process, or we can transfer your existing website address (domain name) should you have one.