Quick summary: PlacePay has moved to Innago. You'll now log in at my.innago.com using the same email and password you've always used. Your payment methods, autopay settings, and full payment history are all there waiting for you.
Logging In
Where do I go to pay rent now?
Go to my.innago.com. You can also still go to the PlacePay website — you'll be redirected to Innago automatically.
Do I need to create a new account?
No. Your account already exists in Innago. Use the same email address and password you used for PlacePay — no setup required.
I forgot my password. How do I reset it?
Go to my.innago.com and click "Forgot password" on the login screen. Enter your email address and you'll receive a reset link. Use the same email address you used for PlacePay.
I can't log in. What should I do?
First, confirm you're using the email address associated with your PlacePay account. If you're still having trouble, contact Innago support at support@innago.com or reach out to your property manager.
Your Account & Payment History
Is my payment history still there?
Yes. Your full payment history has been transferred to Innago. Log in at my.innago.com and navigate to Payment History to see all past transactions.
Are my saved payment methods still on file?
Yes. Your bank account or card information has been transferred securely. You don't need to re-enter anything.
I'm enrolled in autopay. Do I need to re-enroll?
No. Your autopay enrollment transferred automatically.
One thing to know: your payment will now process between 6am and 10am instead of at noon. Make sure the funds in your account are available a bit earlier on your scheduled payment date.
Making Payments
How do I pay rent in Innago?
Log in at my.innago.com. From your dashboard you'll see any outstanding invoices. Click "Pay Now" and follow the steps. Your saved payment method will be pre-filled.
When will my payment be processed?
ACH payments (bank account) typically take 3–5 business days to fully settle. You'll receive a confirmation email when your payment is submitted.
My payment confirmation email looks different. Is that normal?
Yes. Payment confirmations and receipts will now come from Innago rather than PlacePay. Everything else — the information in the email, your payment amount, your history — is the same. We recommend adding Innago to your contacts so these emails don't land in spam.
Can I update my bank account or payment method?
Yes. Log in to Innago and go to Settings to manage your payment methods. If you have trouble, contact your property manager or Innago support.
New Features Available to You
What else can I do in Innago that I couldn't before?
Innago is a full tenant portal with several features PlacePay didn't have:
- Credit reporting — opt in to have your on-time rent payments reported to the credit bureaus to help build your credit score
- Maintenance requests — submit and track repair requests directly from your account
- Digital document signing — review and sign lease documents electronically
- Mobile app — pay rent and manage your account from your phone (search "Innago" in the App Store or Google Play)
- Messaging — send messages to your property manager through the platform
How does rent credit reporting work?
If you opt in through your Innago account, your on-time rent payments will be reported to major credit bureaus. This can help build your credit history over time. There's no cost to you — it's a feature included in your tenant portal.
Support
Who do I contact if I have a question?
For questions about your account, logging in, or payment history, contact Innago support at support@innago.com. They're available Monday–Saturday 9am–7pm ET. You can also reach out directly to your property manager.
I have a question specifically about a charge or payment amount. Who handles that?
Questions about specific charges, fees, or your lease terms should go to your property manager. For payment processing issues (e.g., a payment that didn't go through), contact Innago support.