What PropertyBoss Support Can and Cannot Help With
PropertyBoss Support can assist with questions related to how payments move through the software and why a specific payment did not behave as expected. However, clients remain responsible for monitoring their own funds and reconciling deposits to their bank accounts.
This article explains what support can help with and where the responsibility remains with the property management company.
Client Responsibility for Funds
Your company is responsible for ensuring that funds are received, deposited, and reconciled correctly with your bank. This includes reviewing bank statements, matching deposits, and identifying discrepancies.
If your team identifies a discrepancy, PropertyBoss Support can help explain why a payment did not process or deposit as expected. Support cannot determine what payments you should have received or perform reconciliation on your behalf.
What PropertyBoss Support Can Help With
PropertyBoss Support can help explain payment behavior and timing based on system activity and known payment states.
Examples include:
- Explaining why a specific payment failed, returned, or was reversed
- Confirming whether a payment was submitted, batched, or sent for processing
- Identifying whether a payment was voided, reversed, or chargebacked
- Explaining timing differences between transaction dates and deposit dates
- Helping identify whether an ACH return or credit card chargeback occurred
- Confirming whether a payment is still pending or completed in the system
- Assisting with system errors related to payment posting or reporting
In these cases, support focuses on the behavior of the software and the payment status within PropertyBoss.
What PropertyBoss Support Cannot Do
PropertyBoss Support cannot perform reconciliation, auditing, or financial research on behalf of your company.
Examples of requests that support cannot assist with include:
- Reconciling your bank statement to PropertyBoss reports
- Telling you the total amount you should have received
- Identifying which payments are missing based on your bank activity
- Researching registers to find differences for you
- Confirming whether your deposits match expected totals
- Completing accounting or bookkeeping tasks
- Interpreting financial results or making accounting determinations
These tasks require internal business context and access to your financial records and must be handled by your team.
A Helpful Way to Think About the Difference
If the question is: Why did this specific payment not deposit?
Support can help.
If the question is: What payments did I receive or not receive?
That is part of your reconciliation process and must be completed internally.
Support can explain system behavior but cannot determine expected financial outcomes for your company.
Common Examples
Support can help:
- A client identifies that a tenant payment did not appear in their bank account and asks why the payment shows as returned in PropertyBoss.
Support cannot help:
- A client asks support to review their bank statement and tell them which tenant payments are missing.
Support can help:
- A client asks why a deposit amount differs from individual payment amounts and whether chargebacks or ACH returns occurred.
Support cannot help:
- A client asks support to reconcile a week of payment activity and confirm that all funds were received.
Support can help:
- A client requests clarification on processing timelines such as weekends, holidays, or pending status.
Support cannot help:
- A client asks support to determine whether they are owed money based on system reports.
Why This Boundary Exists
Payment reconciliation requires business judgment, review of bank records, and internal accounting knowledge. Performing these tasks for clients would require access to financial records beyond PropertyBoss and could result in incorrect assumptions or advice. By keeping reconciliation with the client, PropertyBoss ensures data accuracy and protects the integrity of your financial records.
How Support Can Still Assist You
Even when reconciliation is your responsibility, support is happy to help by:
- Explaining how payment data is recorded in PropertyBoss
- Helping identify which reports show relevant payment activity
- Explaining payment statuses and terminology
- Clarifying why a specific transaction behaved the way it did
Support works best as a partner in understanding the system, while your team remains in control of your financial reconciliation process.