Current Residents Resources

Using the Tenant Web Access Portal

Matchbox residential tenants have access to our Tenant Web Access Portal, which allows tenants to perform multiple functions on-line and access documents. For tenants with a guarantor, the guarantor will also have access to the associated tenant account through an independent log in. Tenants/Guarantors can use the dashboard in their portal to email the Portfolio Manager associated with their residence. Tenants can also request to provide TWA access to additional contacts by emailing their portfolio manager the contact’s First/Last name, email, and phone number and written consent to add the contact to the account.

The web portal has the following sections for tenants to utilize:

Charges

Tenants can use the Charges section to view open charges on their account. This page will only show charges that have NOT been paid/are still due. If a partial payment has been made, this will be reflected in the Paid column. You can make a payment by clicking Make Payment from this section, or by selecting the Make a Payment tab.

Transactions

Use the Transactions section to view all the transactions for your account, including past and current charges. This page shows the ledger of charges for the entire history of the account. Here, you can filter to find specific charges or select print to download a PDF of your account transaction history.

Make a Payment

You can use the Make a Payment tab to make payments and set up payment choices, including setting up autopay and saving your payment information in the TWA portal. Please see our page on Making Payments for guidelines about our payment options, as well as our FAQs- Rent & Fees for answers to commonly asked questions related to payments.

On the Make a Payment page, you will see a summary of your charges owed in the form of a Total Balance and Current Balance. The total balance is the total sum of the charges on the account, while the current balance is the amount currently owed.

These amounts may differ for various reasons, but there are two main causes for a difference in these amounts. In some instances, the balance reflects your initial deposit/fees owed. After your lease is signed and processed, which typically occurs months prior to your lease start date, fees/deposits will be posted to your account and show as a total balance. This balance is due as stipulated by your lease. Your account must have a zero balance prior to your lease start date in order for you, or any of your roommates, to pick up keys. Once you are a tenant and have paid your initial deposits and fees, rent will be posted to your account as a recurring charge for the duration of the lease. Rent, which is due on the first of each month, is posted to your account prior to the first of the month. As this amount is not due until the first, it will show as part of your total, not your current balance, until the date the balance is owed.

This section of the portal also provides information on current convenience fees, which will vary based on your form of payment or be subject to change. Please take note of this as convenience fees are not included in the total/current balance owed.

If you have any questions regarding your payments and transactions, please use your dashboard to reach out to your Portfolio Manager or reach out to our team at Balance@MatchboxRealty.com.

Service Issues

Service Issues are work orders/requests you enter for maintenance. Our Service Issues page allows you to enter Service Issues directly from your portal, as well as view information and updates on open/current and closed/past Service Issues.

To create a new service issue, select the button “Add Service Issue”. Prior to entering a request for maintenance, make sure you have done everything you can to resolve the problem – please review our Maintenance FAQs and Troubleshooting Tips.

If you are ready to submit a Service Request, please review the guidelines on the Add Service Issue page; these will appear above the fields for entering the information for your service issue after you select Add Service. This information will help you understand what information to provide, as well as what you may be charged for as a result of the work performed to resolve the issue.

****IF IT IS AN AFTER HOURS EMERGENCY PLEASE CALL 540-434-5150 ext. 7.****

Meter Readings

If Matchbox is reading meters and charging for any utilities based on these readings, that information will be available in this section. This is not applicable for properties with the utilities under the tenant(s) name or properties with fixed utility charges.

Notes

The Notes section provides you with access to the history of notes and documents associated with your account. This is where all executed lease documents, Move-In Inspections, and various other documents can be found. All information is pulled directly from our leasing database to your portal, and this should be your go-to resource for finding any information related to your lease, service issues, etc. In the case that you cannot locate a document or have any questions, please contact your Portfolio Manager from the Dashboard.

Accessing Different Accounts

Tenants can switch between accounts in the top right-hand corner of the Tenant Web Access Portal by clicking on their name and using the drop-down menu that appears. Each individual account will have a five-digit number; the higher number should be associated with the more recent/current account.

Tenants who only live with Matchbox for one year or renew their lease for the same property will typically only have one account number. However, this feature is VERY important for – 1) tenants who are Matchbox tenants who have leases for different units and/or properties, and 2) tenants on Joint accounts.

When you move from one Matchbox property/unit to another, you are signing a new lease rather than renewing your existing lease. As a result, you will get a new account number associated with the new lease. Your accounts will be linked in your existing Tenant Web Access Portal, and you will have access to all Matchbox accounts (past/current/future) through your portal. You will need to switch between accounts to ensure that you are making payments on and monitoring your current account.
On a Joint account, you will have two accounts. One is your individual account and the other is the shared master account. The placement of charges will vary based on the stipulations established as part of your lease. Be sure to continue to monitor all active accounts for the duration of the lease as some charges, such as utilities, will automatically be posted to the individual account that is alphabetically first, rather than the account assigned charges/payments.