Quick summary: Your rental management dashboard is moving from PlacePay to Innago. Payload remains your payment processor — nothing about how funds move has changed. Your accounts, tenants, payment history, and settings have all transferred. This article explains what's different, what isn't, and what you may need to do.
The Basics
What is actually changing?
The dashboard you use to manage your properties, view payments, and communicate with tenants is moving from PlacePay to Innago. Innago is a full property management platform — you'll get everything PlacePay offered plus a lot more.
What is NOT changing: Payload remains the payment processor behind the scenes. How funds move, settlement timing, and your bank account on file are all unchanged. Your fees are unchanged.
Do I need to create a new account?
No. Your Innago account has already been created for you using your existing PlacePay email address and password. Just go to my.innago.com and log in with the same credentials you use today.
Has my data been transferred?
Yes. All of the following have been transferred to your Innago account:
- Properties and units
- Tenant information and lease details
- Full payment history
- Bank account(s) on file
- Autopay enrollments
What happens if I go to the PlacePay website?
You'll see a popup and instructions to redirect to innago.com. You can bookmark my.innago.com for direct access going forward.
Your Properties & Tenants
I see properties in my account that I don't recognize or that are no longer active. Is that a mistake?
Not a mistake. When your data was transferred, we included historical properties from past leases so that your full payment history would be intact. Any property where a tenant paid through PlacePay will appear, even if that lease has since ended.
To clean this up: use Innago's Archive feature to hide inactive properties from your main view. You won't lose any history — archived properties and their records are still accessible.
My tenant says they can't see their payment history. What should I do?
Ask them to log in at my.innago.com using the same email and password they used for PlacePay. Their history has been transferred. If they're still not seeing it after logging in, contact Innago support.
Payments & Autopay
Will autopay still run for my tenants?
Yes. All autopay enrollments have transferred. Your tenants don't need to re-enroll.
Important timing change: Autopay in PlacePay ran at noon. In Innago, autopay runs between 6am and 10am. No action needed — just be aware payments will arrive earlier in the day.
What happened to my automatic late fee settings?
Your late fee rules transferred, but they have been turned off by default in Innago as a precaution — this prevents any incorrect charges from firing before you've had a chance to review your settings.
Action required: Please log into Innago and re-enable late fee automation for each property where you want it active. Your Innago representative can walk you through this if needed.
How do I update my bank account on file?
During the transition period, bank account updates are handled through a secure Payload form. You'll find a link to it inside your Innago account, or you can contact support and they'll send it to you directly. This process will eventually be handled natively inside Innago.
Will payment confirmation emails look different?
Yes. Confirmation and receipt emails will now come from Innago rather than PlacePay. The information is the same — just a different sender and format. You may want to add Innago to your contacts or safe senders list so these don't end up in spam.
What about my payment history and past transactions?
Your full payment history has transferred to Innago. You can view all past transactions, including those originally processed through PlacePay.
Getting the Most Out of Innago
What can I do in Innago that I couldn't do in PlacePay?
Quite a bit. Innago is a full property management platform. Key additions include:
- Maintenance request tracking — tenants can submit requests directly through the app and you can track status
- Digital document signing — send and sign leases and other documents electronically
- Tenant screening — run background and credit checks through the platform
- Mobile app — manage your portfolio from your phone
- Messaging — communicate directly with tenants through Innago
- Expense tracking — log and categorize property expenses
Is there a mobile app?
Yes. Innago has a mobile app available for iOS and Android. Search "Innago" in the App Store or Google Play.
Support
Who do I contact if I have questions about my account or the transition?
For questions about your Innago account, properties, or the transition itself, contact Innago support at support@innago.com. They're available Monday–Saturday 9am–7pm ET.
Who do I contact about a payment processing issue?
Payment processing (deposits, ACH failures, refunds) is still handled by Payload. For those questions, reach out to support@placepay.com and we'll get you sorted.