Help Center › FAQ
Frequently Asked Questions
Common questions about managing your HOA on Zorex.
How do I add more units after setup?
Go to Setup → Units to add units one at a time, or Setup → Imports to upload a CSV for bulk additions. You can add and update units at any time — there is no need to start over.
Can I change my association's name or address?
Yes. Go to Setup → Community Settings and update the Community Profile section. Changes take effect immediately and will appear on future invoices and communications.
How do residents pay their dues?
Residents pay through the resident portal using a credit or debit card. Payments are processed by Stripe. To enable online payments, you must first connect your Stripe account under Setup → Payments.
How do I resend an invitation to a resident?
A resident says they did not receive their invitation email.
What does the resident portal look like?
Is my card information secure? Does Zorex store my card number?
No. Zorex never sees, touches, or stores your card number at any point. When you enter payment details, you are redirected to a secure page hosted by Stripe — a PCI-certified payment processor — on their own servers. Zorex only receives a reference token (like a safe alias for your card) from Stripe. This means your card data is protected under Stripe's PCI DSS Level 1 certification, the highest level available. This applies to both one-time payments and auto-pay enrollment.
How does resident auto-pay work?
When your board enables auto-pay, you can save a card or bank account to automatically pay your regular dues each month. Here is the flow:
- Enrollment: Click "Set up auto-pay" on your Billing page. You are redirected to a Stripe-hosted page to enter your card. Your card is stored securely by Stripe — Zorex stores only the last 4 digits and card brand for display.
- Charge timing: Your board sets a preferred charge date (for example, the 1st of the month). When your dues invoice is created, a charge is scheduled for that date.
- Notifications: You receive a confirmation when the charge succeeds, and an alert if it fails (with a link to pay manually).
- Cancel any time: Click "Disable auto-pay" on your Billing page to remove your saved card.
Auto-pay is only available if your association has enabled it and has set up online payments via Stripe Connect.
Can I refund a payment a resident made?
Yes, but refunds are issued through your Stripe dashboard, not from within Zorex. Log in to Stripe, find the charge, and issue the refund there. Zorex will automatically pick up the refund via webhook and record it on the invoice timeline. Refunds typically appear on the resident's card within 5–10 business days.
Who can see resident financial information?
Only association admins and officers can see invoice and payment details. Residents can see their own invoices and payment history but cannot see other residents' financial information.
How do I add a board member or officer as an admin?
Go to Setup → Residents, find the unit the board member is associated with, and open the unit detail page. Under the Owners section, use the Role dropdown next to their name to change their role to Officer or Admin. Changes save immediately.
Once the role is set to Officer or Admin, a second Board Position dropdown appears. Assigning a position controls which sections of the admin portal that person can see:
- President, Vice President, Treasurer — full access to all admin sections.
- Board Member — can see Financials, but not Pro Features (Sentinel AI, Automation, Analytics).
- Secretary — cannot see Financials or Pro Features.
- ARC Committee — cannot see Financials or Pro Features.
Leaving the position unset gives full access. Admins always have full access regardless of position.
What happens when the free trial ends?
Your data is preserved. Features that require a paid plan are locked until you choose a plan under Setup → Payments. You can choose a plan at any time — there is no deadline to migrate your data.
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