Frequently Asked Questions

Check Out Some of Our Residents Most Frequently Asked Questions

Leasing Issues

To obtain a copy of your current lease, please submit a request through the CXA Resident Portal (Portal Link) or email


You will receive a 30-day notice if there are any changes to your lease, including monthly rent increases, new annual local rent board fees, etc.

Rent & Payment Issues

Rent is due on the 1st of every month and to be paid no later than the 5th of each month.

Yes, there is a late fee. Please refer to your lease agreement for the late fee amount.

Yes, this is preferred. If you already have an account set up in our Resident Portal, you can log in and pay at any time.

You can email and include your full name, address, and a copy of your government-issued ID. Once we’ve verified your identity, we’ll create an account for you. You’ll then receive an invitation to access your Resident Portal.

If you see a message stating you cannot make online payments, please contact us.

  1. On the Home or Payments tab, click Pay Now to make a one-time payment.
  2. Select your payment method: eCheck (direct withdrawal from bank account) or use a Credit or Debit Card.
  3. Enter your payment information (either your bank account information or credit/debit card information depending on the payment method you selected) then click continue.
  4. Review the Payment Date and Payment Balance information for accuracy, then click continue. If you are paying with a credit or debit card, the transaction fee will be displayed. You can switch to eCheck to avoid paying this fee if desired.
  5. Verify all your payment information, then click Make This Payment Now. You will receive a confirmation email once the payment is successfully submitted, please wait a few days for the payment to process and the funds to clear your account. If you didn’t receive a confirmation email, your payment was not received and you will need to repeat this process.
  1. On the Home or Payments tab, click Set Up Autopay to create an automatically recurring payment
  2. Select your preferred payment method: eCheck (direct withdrawal from bank account) or use a Credit or Debit Card.
  3. If you are paying with eCheck, give the payment a name, select whether you want to pay a fixed amount or your outstanding balance, choose the payment start date, then enter your bank account information. If you are paying with Credit/Debit Card, enter your payment information, then click continue. On the next screen give the payment a name, select whether you want to pay a fixed amount or your outstanding balance, choose the payment start date.
  4. Click Create Autopay. You will receive a confirmation email when your payment processes. You can review your autopay details on the Payments tab of your Online Portal.

You can stop any future auto payments from processing by navigating to the Payments tab and locating the Scheduled Payments block. Select Delete on the auto payment you have created (you cannot delete payments created by your roommates).

If you have already received a confirmation email that your payment has been processed this month when it shouldn’t have, you’ll need to reach out to your bank or credit card provider to issue a stop payment.

To skip the next month’s payment, navigate to the Payments tab and locate the Scheduled Payments block. click Skip this payment under the auto payment you have created (you cannot skip payments created by your roommates). The auto payment will resume after the skipped month.

Navigate to the Payments tab and locate the Scheduled Payments block. Click Edit under the auto payment you have created (you cannot edit payments created by your roommates). Update the amount of the payment then click Save at the bottom of the page.

Navigate to the Payments tab and locate the Scheduled Payments block. Click Edit under the auto payment you have created (you cannot edit payments created by your roommates). Update the bank account or card information on file then click Save at the bottom of the page.

If you are changing your auto payment from a credit/debit card to an eCheck (or vice versa), then you’ll need to delete your auto payment then create a new one.

Once a payment has been processed and you receive an email confirmation message, you will need to contact your bank or credit card provider to issue a stop payment. If you have an auto-payment set up, you may need to cancel any future payments.


Click the Payments tab, then click View full account ledger to see a detailed account of all charges and payments posted to your account. Please contact your property manager if you have any questions about the transactions displayed.

Yes, click the Account Profile tab and locate the Saved Payment Methods block. Under the saved payment method details, click the red Delete then click Yes to confirm.

eCheck payments are free to you, but there is a non-refundable transaction fee for paying with a debit or credit card in the Online Portal. You are notified of the fee amount before you submit the payment.

NSF stands for non-sufficient funds. We will charge an NSF fee for a failed payment attempt if there are not enough funds in your account at the time of payment processing. The amount of the NSF fee is listed in your lease.

We take privacy and security seriously and invest in state of the art systems to protect payment information.

  • A dedicated team monitors the security of our platform and infrastructure 24/7/365.
  • All sensitive data is encrypted both in transit and at rest.
  • Bank-grade security.
  • Our security is regularly audited by third-party reviews.
  • Security is baked into our software development lifecycle.

No. Your property manager cannot see any of the payment information you have saved or have previously entered.


Credit or debit card payments can be made from a Visa, Mastercard, JCB, Diners Club or Discover branded card from any country. American Express, gift cards, or prepaid cards are not accepted.


You can use a personal or business checking or savings account. Make sure to enter the routing and account number exactly as they appear on your checks and confirm the account has sufficient funds before paying.


eCheck payments appear as “CXA Property Management”. Credit or debit card payments plus the online portal transaction fee appear as “AF* CXA Property Management.”

Please contact us and we will provide you with a receipt. Alternatively, if you have made an online payment, you will be sent an email confirmation and you can also see a record of your payments on the Account Ledger found in the Payments tab.

Utilities may be set up in a variety of ways, depending on where you live and the wishes of the property owner. In many cases, residents will be responsible for contacting the utilities companies, transferring the bills directly to their names, and paying any associated fees. A description of the most common alternative variations appears below. In all cases, you should reference your lease for specifics.

  • Flat Rate Billing: If your utilities are set up this way, you will receive a monthly recurring charge on your ledger for the same amount each month.
  • Sub-Metered Variable Billing: If your utilities are set up this way, you will receive a monthly charge on your ledger each month that varies based on the amount of utilities cost incurred.
  • Separately Metered Utilities in the Resident’s Name: If your utilities are set up this way, you will need to contact the utilities company, set utilities up in your name, and pay the bill directly to the utilities companies each month.
  • Separately Metered Utilities in the Property Owner’s Name: If your utilities are set up this way, the property owner will pay the utilities for you, but you will be responsible for reimbursing the property owner directly. Situations may vary, but you will either need to pay CXA (who will then pay the property owner) or (in rare circumstances) arrange to pay the property owner directly.
  • Ratio Utility Billing System (RUBS): If you live in a multi-family complex, your utilities may be RUBS-based. This means that the utilities for the entire complex will be split equally each month between all residents of the complex based on usage. RUBS-based utilities charges will appear on your ledger each month, and bill amounts will vary.

We know that utilities payments can be complicated, so please submit a support request via the app or online Resident Portal with any questions.

Electronically Signing Lease

Your electronic lease will appear as soon as you log into your Online Portal. Read through the document carefully and select the first initial line you see. You will be prompted to enter your full name and initials to create your electronic signature. As you read through your lease, click every initial and signature line that you see to provide your electronic signature until you have reached the end of the document.

If you received an email that you have a lease renewal offer in your Online Portal, you can review the lease details on the Home tab of your portal. Review the offer(s) in the banner, then click View to begin signing the renewal offer of your choice.

Your lease will display when you log in to the Online Portal. If you have dismissed it to sign it later, you will need to log out and log back in for it to appear again.

If your property manager has contacted you saying you have not finished signing your lease document, you have likely missed an initial line either in the middle or at the bottom of a page. Scan through each page of the document to locate the missing signature or initial line. There will be an initial line at the bottom of every page (including addenda) and a final Sign and Accept page where you will provide your full signature.

Navigate to the Account Profile tab of your Online Portal, then click Edit Electronic Signature in the Signature block. Enter your legal full name and initials, then click Save.

How to Edit Your Account Details

Navigate to the Account Profile tab and locate the Contact Information block. Here you can update the email address you use to log into your account, the phone number, mailing address, and vehicle information your property manager has on file for you.


Please contact us at and request the login information associated with your account to be deleted.

Navigate to the Account Profile tab of your Online Portal and locate the Password block. Enter your current password, then enter your new password & retype it. Click Save when done. Passwords must be between 8 and 32 characters in length which includes at least one letter and one number or symbol.

You can change the language to Spanish. Click the Account Profile tab on the left, then in the Choose Your Language section use the menu to select Spanish, then click Save.

You can find it on the Contact Us tab. Select Request Notice to Vacate in the Contact Options block. Provide your desired move out date, your reason for leaving, and your forwarding address (if you have it), then click Submit. If you do not see this feature for any reason, you’ll need to contact us directly.

Yes, you can set up either email reminders or mobile push notifications if you have the Online Portal app on your phone. Navigate to the Account Profile tab of the Online Portal, then in the Contact Preferences block, select what kind of recurring payment reminders you would like to enable, then click Save.

Submit / Check on a Maintenance Request

Submit maintenance requests directly to your property manager along with photos of the issue.

  1. Navigate to the Maintenance tab, and select Request Maintenance.
  2. Enter a detailed description of the issue, upload one or more photos of the item needing attention (must select multiple photos at once from computer or camera roll), decide whether or not to give the property manager permission to enter with their key, then click Submit Request.
  3. On the next screen, select when a maintenance tech can address your maintenance issue. If you choose to provide preferred times, select 3 or more time slots, then click Submit.

You can view the high-level status of your maintenance request on the Maintenance tab. The status will range from received, to technician contacted, to technician scheduled, to completed. Select Check Status for a detailed view of all communication sent to you and a status timeline of your request.

View or Download Documents

You’ll receive an email notification any time your property manager sends you a document securely to your Online Portal. Navigate to the Shared Documents tab to access these documents.

Click Property Details from the menu on the left to view or download your online lease documents.

Navigate to the Insurance tab and locate the Upload Renters Insurance Policy block. Enter your insurance company provider, your policy number, policy expiration date, then upload a copy of your proof of insurance. When done click Submit Policy Information.

You can purchase a renters insurance policy directly through your online portal. Navigate to the Home tab and click Purchase Renters Insurance to receive an estimate.

Navigate to the Insurance tab to view or update your renters insurance policy.

If you were enrolled you in Liability to Landlord Insurance, you will see a Notice of Liability to Landlord Insurance link on the Property Details tab. Click this link to view your summary of coverage.

Move Out Process

Provide notice of your intent to vacate through the online Resident Portal. Alternatively, you may email with your desired move-out date. Your Resident Services Manager will guide you through the required steps. If your lease is expiring soon or you’re on a month-to-month lease, you can provide notice at any time, but most leases do require 30 days advance notice before moving out. You’ll be responsible for rent during the period covered by the notice.

If your lease is not expiring soon and you wish to break your lease, contact us online through your Resident Portal or email us at Your Resident Services Manager will explain your options.

When you submit your notice to vacate, you will need to provide the following:

  • Your intended move out date
  • Your forwarding address (for after you move)

On move out day, you will need to:

  • Make sure you have paid all outstanding balances on your account
  • Stop any auto-payments you may have set up
  • Cancel any utilities in your name
  • Leave your home in the condition you received it (as verified by your original move-in inspection report), less any standard wear-and-tear
  • Send a photo of the location of all keys, access cards, and remotes that you were issued and to your Resident Services Manager (via your online portal)
  • For single-family homes, send a photo of the current state of the property landscaping to your Resident Services Manager (via your online portal)
  • Confirm via phone, text, or email that you have vacated the property

Notice varies on a per lease basis so please refer to your lease to determine the length needed. In most cases, it’s a 30 day notice.

On the day you move out, you should follow the instructions provided by your Resident Services Manager. You may either be asked to leave the keys in the unit and lock it on your way out or leave the keys in a smart lockbox provided by CXA. You will also need to send us a photo of the key location on your way out. Please do not bring the keys to our office, as this will require us to return the keys to the property and charge you for the added expense.


State laws vary, and we process all security deposition dispositions and accounting statements within the timeframe required by local law. In most cases, we aim to process them within 14 days of move out, but (depending on how long it takes our vendors to provide final invoices) exact time frames may vary.


Fees and charges will vary based on your individual lease agreement. Check your lease agreement for details, but (depending on your location) fees may include:

  • Move-in / move-out inspection & reporting fees
  • Security deposit disposition completion fees
  • Lease preparation/processing fees
  • Make-ready / R&M coordination fees

Charges to a resident will also vary, but may include:

  • Cleaning charges
  • Carpet cleaning charges
  • Trash hauling charges
  • Light bulb replacement charges
  • Landscaping charges
  • Painting charges
  • Wall repair charges
  • Repair and maintenance charges

*Note that neither of these lists is comprehensive. Please check your lease for details.*

Generally we do not show your property until after you move out. In rare cases, owners may request us to show your property prior to move out. If this is the case, you will be given ample notice.

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