Frequently Asked Questions

	Frequently Asked Questions

	Online Account Information

	How do I create an online account?
	❖ Please select Register in the upper right-hand corner. Fill out the registration form, complete the captcha, and select Submit. Once your registration is approved, an email will be sent to you with a password setup link. The link is valid for five days from the date of approval. You may want to check your spam/junk folder as the email comes from a "donotreply" address, and your email provider may sort it there.

	How do I register my additional property/account number?
	❖ Log in to your account, click the arrow by your name in the upper right-hand corner, and select Switch Account from the drop-down menu. In the new pop-up window, select Register an Additional Property at the bottom and complete the registration for your other account. You will need your account number to register an additional property. To switch to your other account after approval, click the arrow by your name in the upper right-hand corner and select Switch Account from the drop-down menu.

	How do I change my email address and password for the web site?
	❖ Under Account Information, select My Profile. Under the Account Details tab, scroll down to Login Information. There, you can update your email or password without needing a reset link.

	I am a board member, where do I register to see Board Information?
	❖ Board members are owners, so they will need to register for an online account. Once registered, they will have additional tabs available for board members only, as well as additional folders in the documents page. If you have any issues, please reach out to your community manager.

	Payment Information

	Will my recurring online payment automatically change if the dues amount changes?
	❖ When adding a recurring payment, if you select Pay Assessment Balance on Scheduled Payment Date, the amount will adjust if your dues amount changes. However, if your association has a special assessment, you will need to add a separate payment for the special assessment amount. If you check the box for Pay Current Balance on Scheduled Payment Date, it will include all charges to your account. This includes your dues payment as well as any of the following that apply: Special Assessments, Water Billing, Fines received for violations, and other such charges.

	How do I update the amount on my recurring payment?
	❖ Unless you check the box to Pay the Assessment Balance on Scheduled Payment Date when creating a recurring payment, you will need to delete your current recurring payment and create a new one with the updated amount you wish to pay.

	How do I stop my online recurring payment?
	❖ Under Pay Assessments, select Recurring Payments and click Delete on the payment you wish to remove.

	Is there a fee for online payment?
	❖ Yes, a third-party processing fee will be applied. For eCheck, a fee of $2.99 will be applied for One-Time and Quick Payments. Recurring eCheck payments have a processing fee of $1.99. Credit card processing fees for all online payments are based on your payment amount.

	I used to be on ACH Direct-Debit, but my payments are no longer being withdrawn. Is there a way to find out what happened?
	❖ In August of 2024, William Douglas Management migrated all ACH Direct-Debit to recurring eCheck to ensure the security of your bank account information, as bank account details are encrypted by our software and cannot be viewed by any member of our team. If we did not have an email address on file to create an online account for you, then your payments would have stopped. If you would like to set up a new recurring payment online, please click Register.

	General Information

	Who do I contact if I have a question regarding my account?
	❖ Email HOA@wmdouglas.com or call (704) 347-8900 and ask for Homeowner Services.

	How do I contact my property manager through the web site?
	❖ There is currently no way for you to directly message your community manager. However, the form on the Contact Us page will reach our homeowner services team. They will be able to assist you with general account questions and can get you in contact with your community manager if needed.

	How do I view association documents?
	❖ Please log in to your account and go to Community Information. In the drop-down menu, select Documents. This will show the available folders for your community. Some have subfolders marked by a box around a + sign. Click the symbol to view the subfolders.

	How do I update my mailing address?
	❖ Please email addresses@wmdouglas.com. Include your property address as well as the new mailing address. This will not change your billing address in the portal.

William Douglas Management