FAQ's

Frequently asked questions

Community FAQS

What is a violation?


A violation is an observed or reported condition on a homeowner’s property, which does not comply with the community’s Declaration of Covenants, Conditions and Restrictions (CC&R’s). Your communities CC&R’s are available by logging into your homeowner portal under shared documents.




What is a courtesy notice?


A courtesy notice is a friendly reminder to address the property maintenance concern that may have been identified during the property inspection by your community assocaition manager or a neighbor. The goal is to gain compliance and help to maintain the overall look and feel of the community. No fines or enforcement is associated with the notice.




Why can’t I have direct Board of Directors contact information?


Vine Management has been contracted by the Board of Directors to handle the day to day aspects of running the HOA. Board Members are volunteers from within your neighborhood. Most of them have full time commitments that keep them from being available for every homeowner interaction. Keep in mind that any decisions require a consensus of the Board, all request must be presented to the entire Board and the majority decision is upheld. We kindly ask that you submit your questions, ideas, or concerns to your Community Manager.




What can I do about soliciting?


If you have a “No Soliciting” sign, or your association has one at it’s entrance, please contact your local law enforcement (non-emergency). You may also advise the Board of this concern to see what options the association has to enforce it’s “No Soliciting” policy.




I just sold my home, do I need to do anything?


Be sure to deactivate any pending scheduled payments on your online account or with your banking institution.




There is crime or theft in my community, who should I report this to?


Any crime should always be reported to the police or law enforcement agency, that services your community.




How do I report a violation?


Email it to Vine Management @ info@vinemgt.com and where in your governing documents is it a violation. Please include picture when possible.





Homeowners Portal FAQS

How to Access Portal / Sign In


Activate Your Account Online You'll receive an Online Portal Activation email or text message from Vine Management. Click Activate Now in the email, or tap the link in the email, or tap the link in the text message to establish a strong password to activate your portal. You can also self sign up for the Online Portal at vinemanagementofocala.appfolio.com/connect. Click Request access to the portal and input your information. If you need additional reaching out to us directly @ info@vinemgt.com. Bookmark, create a shortcut icon for the login page or download the mobile app so it is easy to return at any time. You will receive a confirmation email once your portal is activated.




Download the Mobile App


Download the Mobile app to stay logged in to your Online Portal. Make payments, submit maintenance requests and review important documents 24/7.

  • Download the iOS app from the App Store®:
Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.
  • Download the Android app from Google PlayTM:
Android, Google Play, and the Google Play logo are trademarks of Google Inc.




Sign In to Your Online Portal


Log in here to access your Online Portal.




Set Up Two Factor Authentication


Enabling 2FA helps keep your Online Portal account secure in case your password is stolen. Click here to learn more. Navigate to the Account Profile tab. In the Two Factor Authentication section, check Enable Two Factor Authentication, and hit save. You'll need an authenticator app on your phone, (e.g. Authy). Use Authy on your phone to scan the QR code. You can also enter the authentication code manually in-app. Your Online Portal account should now be added to Authy. Enter the 6-digit code generated by Authy, and then hit Activate. Congratulations! 2FA is now activated for your account. If you have trouble signing into your account, please contact Vine Management @ info@vinemgt.com




Supported Browsers


Our recommended browsers are Google Chrome or Mozilla Firefox. As of January 2016, Microsoft stopped providing updates to Internet Explorer. As a result, it is no longer capable of supporting the Online Portal.




Update Your Contact Information


Click the Account Profile tab to view or update the following information:

  • Email Address - Change the email address you use to log in to the Online Portal.
  • Phone Number - Change the phone number your property manager has on file to contact you.
  • Address - Update the mailing address your property manager has on file.
  • Choose Your Language - Change the default language of your Online Portal to Spanish.
  • Contact Preferences - Set up payment reminder emails to be sent to you 2 days before the 1st of every month.
  • S aved Payment Methods - Delete a saved bank account or credit card.
  • Password - Reset your Online Portal login password.
  • Signature - Edit the electronic signature and initials used when signing lease , checks and other documents online.




Can I change the language of my Online Portal?


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.




How do I update my electronic signature on file for board invoice approvals?


If you are on the board of directors, you can update your electronic signature for invoice approvals electronically in the Account Profile tab of your Online Portal.




How do I log consent to receive electronic delivery of documents and notices?


You can log your consent to receive electronic delivery of association documents and notices in the Account Profile tab of your online portal.




View or Download Shared Documents


Your property manager can send important documents securely to your Online Portal. Access these in the Shared Documents tab. You'll receive an email notification every time a new document is shared.




I have two (or more) Online Portals but I'd like to have them combined into one. How do I do this?


Only Vine Management is capable of combining your Online Portals, so please contact us directly to make this request. Your Association Online Portals must be managed by Vine Management in order to combine them.




View Another Property or Association


If you own multiple units or properties in a community that Vine Management Manages or have a sub association and a master association both managed by Vine Management, you can manage all of those units in a single Online Portal. You must receive a separate activation link for each unit. To view information or make payments for another unit, click View Another Unit, then click the button for the unit you wish to view.





Payments in the Portal FAQ

Make a One-Time Payment


If you see a message stating you cannot make online payments, please contact Vine Management @ info@vinemgt.com.

  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.




Set Up an Auto Payment


If you see a message stating you cannot make online payments, please contact Vine Management @ info@vinemgt.com.

  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.




How do I delete my auto payment?


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 other homeowners). 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.




Is there a fee to make payments online?


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.




How is my payment information protected?


Appfolio 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.




Can my Vine Management see any of my payment information?


No. Vine Management cannot see any of the payment information you have saved or have previously entered.




How do I skip my auto payment for this month?


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.




How do I change the amount of my auto payment?


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.




How do I change the payment information of my auto payment?


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 other homeowners). 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.




I made a payment online by mistake. How do I stop the payment?


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.




View Payment History


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 Vine Management if you have any questions about the transactions displayed.




Can I delete my saved bank account or credit card?


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.




In my portal it says I can't make online payments. Why not?


If you have received notice that you can pay by 'Certified Funds Only,' see below to learn about the payment options that may be available to you.




What are my payment options if I received a notice to pay by Certified Funds Only?


Certified Funds are a form of payment that is guaranteed to clear or settle by the company certifying the funds. Examples of certified fund payments include the following:

  • Cashier’s Check - Can be obtained from a bank or credit union
  • Bank Money Order




What type of credit or debit card can I use?


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.




What type of bank account can I use to pay by eCheck?


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.




What is the maximum amount I can pay with eCheck?


You are shown the maximum you can pay while making an Online Payment in the Online Portal. If you receive the error message “Your payment amount is too large. Please contact your property manager, or try again later” you may have hit a limit we put in place for fraud protection. Please ask us to contact AppFolio about the issue.




What is the maximum amount I can pay with a credit or debit card?


You are shown the maximum you can pay at the time of payment in the Online Portal. The maximum amount allowed for a single credit or debit payment is shown in the table below: Recurring Charge AmountMaximum Single Transaction Amount Please note, if your recurring charge amount increases or if you start paying for a new unit in the same Online Portal, the max allowed for a credit or debit card payment will not change. This only applies to payments made via credit or debit card, so you can switch to eCheck to pay a larger amount in one payment. To increase the max amount you're allowed to match your current recurring charge amount, please ask your us to contact AppFolio about the issue, but please know that your transaction fee will also increase.




What will an online payment look like on my bank statement?


eCheck payments appear as "Vine Management". Credit or debit card payments plus the online portal transaction fee appear as "AF* Vine Management."




Can I get a printed receipt for my payment?


Please contact your property manager and they can 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.