*What If A Payment Made In Error Has Already Started Processing
If the payment has moved to Processing status, it can no longer be cancelled.
*How To Cancel A Payment Made In Error
If the Payment is in Scheduled or Captured Status. You can cancel the payment before it begins processing.
*Can I Refund A Payment In Processing Status
No, payments that are in Processing status cannot be refunded or stopped.
*When Can I Cancel A Resident Payment
A resident payment can be cancelled only under the following conditions:
*How Do I Process A Refund
Prisma allows property managers to issue refunds for completed transactions. Please note that the Refund option becomes available only after the cooling period of 5 business days from the original payment date. To process a refund, follow the steps below:
What Do The Different Payment Statuses Mean
Understanding payment statuses can help you take the correct action:
*Why Is There A 5 Business Day Cooling Period Before Refunds
The Refund button becomes available 5 business days after a resident’s payment to allow for safe and accurate processing. Here is a breakdown of the timeline:
*Can I Refund A Payment After Processing Is Complete
Yes, a payment can be refunded once it has completed the cooling period, which is typically 5 business days from the original payment date.
*Why Does A Refund Take 2–3 Business Days To Process
The refund process includes the following steps:
*How Do I Confirm A Payment Is Eligible For A Refund
To confirm if a resident’s payment qualifies for a refund, follow the steps below:
Why Is There A 5 Business Day Cooling Period Before Refunds
The Refund button becomes available 5 business days after a resident’s payment to allow for safe and accurate processing. Here is a breakdown of the timeline:
What If A Payment Made In Error Has Already Started Processing
If the payment has moved to Processing status, it can no longer be cancelled.
How To Cancel A Payment Made In Error
If the Payment is in Scheduled or Captured Status. You can cancel the payment before it begins processing.
Can I Refund A Payment After Processing Is Complete
Yes, a payment can be refunded once it has completed the cooling period, which is typically 5 business days from the original payment date.
Can I Refund A Payment In Processing Status
No, payments that are in Processing status cannot be refunded or stopped.
When Can I Cancel A Resident Payment
A resident payment can be cancelled only under the following conditions:
Why Does A Refund Take 2–3 Business Days To Process
The refund process includes the following steps:
How Do I Confirm A Payment Is Eligible For A Refund
To confirm if a resident’s payment qualifies for a refund, follow the steps below:
How Do I Process A Refund
Prisma allows property managers to issue refunds for completed transactions. Please note that the Refund option becomes available only after the cooling period of 5 banking days from the original payment date. To process a refund, follow the steps below:
*How To Transfer Transactions From One Lease To Another Lease
A transaction can be transferred from one lease to another by following the steps below: In your Prisma account, navigate to “Payments” on the left-hand menu. Click on the “Transactions” tab. Use available filters such as Resident Name, Auth Code, or Date Range to locate the transaction. Once you find the transaction, scroll to the […]
*How to Troubleshoot AutoPays That Did Not Run
There are two options to troubleshoot AutoPays that did not run. See the steps below for each method.
How To Transfer Transactions From One Lease To Another Lease
A transaction can be transferred from one lease to another by following the steps below:
How to Troubleshoot AutoPays That Did Not Run
There are two options to troubleshoot AutoPays that did not run. See the steps below for each method.
*How to Create a Work Order for a Common Area
To create a work order for a common area, you must first create a unit marked as a common area and assign a lease to it. Please refer to ‘How Do I Create A Unit As A Common Area’ for this step. Once complete, follow the steps below:
What Time Does Auto Pay Run
For residents enrolled in Auto Pay, Prisma processes payments at the following times:
*Why Did Auto Pay Not Process A Resident’s Payment
If Auto Pay does not process for a resident, review the items below to identify the issue.
*What Time Does Auto Pay Run
For residents enrolled in Auto Pay, Prisma processes payments at the following times:
Why Did Auto Pay Not Process A Resident’s Payment
If Auto Pay does not process for a resident, review the items below to identify the issue.
April 2025 Release Notes
Release Summary This release enhances work order management, resident and applicant functionality, and guest card details, improving efficiency for property managers and usability for residents. Key Highlights: Multi-Image Upload for Work Orders – Users can attach multiple images at once when submitting or replying. Lease Status in Work Orders – Property managers now see lease […]
*April 2025 Release Notes
Discover the latest updates, new features, and fixes released in April 2025 across our products and services.
How Do I Troubleshoot A Resident’s First Time Login Issue
If a resident is unable to log in to Prisma for the first time, follow the steps below to confirm setup and resolve the issue.
*How Do I Troubleshoot A Resident’s First Time Login Issue
If a resident is unable to log in to Prisma for the first time, follow the steps below to confirm setup and resolve the issue.
*How Do I Create A Unit As A Common Area
Common area units need to be configured in your PMS system to ensure automatic synchronization with Prisma. If your PMS is not linked with Prisma, follow the steps below to add a common area:
How to Connect a Google Account from the Resident’s Profile
Residents may add their Google account to log into Prisma. To guide a resident to link their account, follow the steps below:
How Do I Update A Unit On An Application
To update a unit, follow the steps below:
*How Do I Schedule A Message To Residents
To schedule a message to multiple residents, follow the steps below:
*How Do I Add A Document For A Resident
To add a document to a residents account, follow the steps below:
*How Do I Make A Payment For A Resident
Once a resident registers, you will have the option to impersonate them and make a payment on their behalf. To make a payment for a resident, follow the steps below:
*How Do I View A Residents Payment History
To view transactions a resident has made, follow the steps below:
*How Do I View or Update a Residents Payment Method
To view or update a resident’s payment methods, follow the steps below:
*How Do I Compose A Message To A Resident
To communicate with a resident, please follow the steps outlined below:
*How Do I Sign In to Prisma?
To sign in to Prisma, follow the steps below:
How Do I Create A New User At The Company Level
To add a new user to Prisma at the company level, follow the steps below:
How Do I View An Application
To view applications, follow the steps below:
How Do I Add A Guest Card
To add a guest card on behalf of an applicant, follow the steps below:
How Do I Impersonate A Resident
After a resident completes their registration, you will have the ability to access their account as if you were them. To impersonate a resident, follow the steps below:
How Do I Edit A Residents Profile
To update a resident’s profile, please follow the steps outlined below:
How Do I Deactivate A Resident
To deactivate a resident, please follow these simple steps:
How Do I Edit A Property Setting
To edit a property setting, follow the steps below:
How Do I Edit A Company Setting
To edit a specific setting at the company level in Prisma, follow the steps below:
*How Do I Add A Guest Card
To add a guest card on behalf of an applicant, follow the steps below:
*How Do I Register A Resident
To register a resident for the Prisma Resident Portal, follow the steps below:
*How Do I View All Autopays
To view all the autopays for your residents, follow the steps below:
How Do I View All Resident Payments
To view all payments your residents have initiated, follow the steps below:
How Do I Add A Document For A Resident
To add a document to a residents account, follow the steps below:
*How Do I Edit A Guest Card
To Edit a guest card on behalf of an applicant, follow the steps below:
*How Do I View Batches
To view all the batches, follow the steps below:
*How Do I Compose A Message To Multiple Residents
To send a message to multiple residents, follow the steps below
*How Do I Create A New User At The Company Level
To add a new user to Prisma at the company level, follow the steps below:
*How Do I Remove A User At The Company Level
To remove a user in Prisma, follow the steps below:
*How Do I Edit A Company Setting
To edit a specific setting at the company level in Prisma, follow the steps below:
*How Do I Edit My Profile in Prisma?
To edit your profile information, follow the steps below:
How Do I Remove A User At The Company Level
To remove a user in Prisma, follow the steps below:
How Do I Add A WorkOrder On Behalf Of A Resident
To add a workorder on behalf of a resident, follow the steps below:
How Do I View A Rejected Guest Card
To view a rejected guest card, follow the steps below:
How Do I Mark A Parcel Received On Behalf Of A Resident
To view Parcels you have informed residents about, follow the steps below:
How Do I View And Reply To A Residents Message
To view or reply to a message from a resident, follow the steps below:
*How Do I View Sent Messages
To view messages that have been sent to residents, follow the steps below:
*How Do I View Or Send A Payment Receipt
To view or send a resident their payment receipt, follow the steps below:
*How Do I Edit A Residents Profile
To edit a residents profile, follow the steps below:
How Do I Create A New User At The Property Level
To add a new user to Prisma at the Property level, follow the steps below:
How Do I View My Bank Depost
To view all the bank deposits, follow the steps below:
How Do I Sign In to Prisma
To sign in to Prisma, follow the steps below:
How Do I View An Email Sent To A Resident From Prisma
To view an email sent to the resident from Prisma, follow the steps below:
How Do I View Batches
To view all the batches, follow the steps below:
How Do I Compose A Message To Multiple Residents
To send a message to multiple residents, follow the steps below:
How Do I Register A Resident
To register a resident, follow the steps below:
*How Do I View An Email Sent To A Resident From Prisma
To view an email sent to the resident from Prisma, follow the steps below:
*What Does The Starting Number Represent In A Batch Mean
Below is a breakdown on what the starting number in a batch represents:
*How Do I View Pre App Fees
To view Pre App fees, follow the steps below:
*How Do I Add A Parcel For A Resident
To add a parcel for a resident, follow the steps below:
*How Do I Mark A Parcel Received On Behalf Of A Resident
To view Parcels you have informed residents about, follow the steps below:
*How Do I Invite A Resident To The Resident Portal
To invite a resident to register for the Prisma Resident Portal, please follow the steps outlined below:
*How Do I Remove A User At The Property Level
To remove a user in Prisma, follow the steps below:
*How Do I Create A New User At The Property Level
To add a new user to Prisma at the Property level, follow the steps below:
How Do I Edit My Profile in Prisma
To edit your profile information, follow the steps below:
How Do I Edit A Guest Card
To Edit a guest card on behalf of an applicant, follow the steps below:
How Do I View Sent Messages
To view messages that have been sent to residents, follow the steps below:
How Do I View A Residents Payment History
To access the transaction history for a resident, please follow the steps outlined below:
*How Do I Add A WorkOrder On Behalf Of A Resident
To add a work order on behalf of a resident, follow the steps below:
*How Do I View A Workorder
To view a work order that has been submitted by a resident, follow the steps below:
*How Do I View And Reply To A Residents Message
To view or reply to a message from a resident, follow the steps below:
*How Do I Impersonate A Resident
Once a resident registers, you will have the option to impersonate them. To impersonate a resident, follow the steps below:
*How Do I View All Resident Payments
To view all payments your residents have initiated, follow the steps below:
*How Do I Deactivate A Resident
To deactivate a resident, follow the steps below:
*How Do I Edit A Property Setting
To edit a specific properties settings in Prisma, follow the steps below:
*How Do I View An Application
To view applications, follow the steps below:
How Do I Remove A User At The Property Level
To remove a user in Prisma, follow the steps below:
How Do I View A Workorder
To view a workorder that has been submitted by a resident, follow the steps below:
How Do I View Application Fees
To view application fees, follow the steps below: