FREQUENTLY
ASKED QUESTIONS
HOW TO MAKE PAYMENTS.
WHAT ARE MY PAYMENT OPTIONS?
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ClickPay electronic payments are accessed through the ClickPap payment portal located here: https://login.clickpay.com/brightstar/
ClickPay is just a payment processor and you still have access to your association’s documents, calendars, architectural requests, work order requests, and files through the AppFolio Homeowner’s Portal.
ClickPay accepts Credit Cards, Debit Cards, ACH & eCheck. Please reference the section above for the processing fees for each payment type.
ClickPay Transaction Fees:
eCheck/ACH: $1.99 per transaction
Debit Card: 3.5% of transaction
Credit Card: 3.5% of transaction
You can make One-Time payments or Recurring payments.
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Please note that your Bill Pay service must be sent by a physical check, our bank cannot accept electronic payments through your Bill Pay service. This is due to not being able to attach your homeowner account number to the electronic payment.
If you currently have another form of recurring payment set up through another service provider, please make sure to cancel the recurring payment so you are not double charged.
All you need to set up Bill Pay with your bank is a copy of your HOA statement. Your bank will need to include the following information to process your recurring HOA dues, which can be found on your statement.
Name of Your Homeowners Association to make the check payable to.
Our PO Box: PO Box 173638, Denver, CO 80217-3638
Your Account Number with Brightstar: 4-7 digit, located in the bottom, tear off portion of your statement.
Your recurring payment amount and payment date.
Payments from your bank’s Bill Pay service must be in the form of a physical check.
We cannot accept ACH through this payment method because your Brightstar Account Numberis needed to link your payment to your homeowner account.
Checks must be made payable to” Your Homeowners Association”, not Brightstar Management Group.
Please make sure to review your Homeowners Association’s Late Fee Policy, checks take several days to arrive through the mail and process. Set your payment date accordingly to not go past your Association’s Late Fee Date.
If you need to make adjustments to your payments, please reach out to your bank to adjust your payment amount or payment date.
WHERE TO FIND YOUR ACCOUNT NUMBER:
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Please reference the check sample below for how to make out your check for your HOA Dues.
INCLUDE THE FOLLOWING INFORMATION ON YOUR CHECK:
Name of “Your Homeowners Association” (Not Brightstar Management Group).
Payment Amount.
Your Signature.
Your Brightstar Account Number (Found on your HOA Statement).
Payments can be mailed to :
YOUR ASSOCIATION’S NAME
PO BOX 173638
Denver, CO 80217-3638
ADDITIONAL PAYMENT FAQ’S
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You are not required to use ClickPay’s. Payments can also be made through your bank’s bill pay service or through mailing a check. Additional payment informaiton is located on our payments page at www.brightstarhoa.com/payments.
ClickPay charges the following fees to use their payment options:
eCheck/ACH: $1.99 per transaction
Debit Card: 3.5% of transaction
Credit Card: 3.5% of transaction
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Yes. Any payment made to your account, whether you use ClickPay, Bill Pay with your bank, or write a check, the payment will be posted to your account and reflect on your Homeowner Ledger in your AppFolio Portal.
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All homeowners who have provided their email address to Brightstar receive access to the Homeowners Portal. If you currently do not have access to the Homeowner’s Portal and would like access, please email hello@brightstarcolorado.com and we’ll get you set up with access.
The Homeowner’s Portal offers more than just payments to homeowners. It allows you to access Association Documents, make Work Order Requests, Architectural Requests and access a calendar to Community Events.
Your Homeowner’s Ledger can be found by logging into your Portal here: https://brightstarmanagementgroup.appfolio.com/connect/users/sign_in
Once logged in, head over to the “Payments” tab on the left hand side of the screen. Once in the “Payments” screen, click “View Full Account Ledger”.
VIEW MY PAYMENT LEDGER HISTORY
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Homeowner ledgers are available on the Homeowner's Portal under the "Payments" tab.
HOW TO USE THE HOMEOWNERS PORTAL.
HOW TO ACCESS THE PORTAL/SIGN IN
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You'll receive an Online Portal Activation email or text message from your property management company. Click Activate Now 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 https://brightstarmanagementgroup.appfolio.com/connect/users/sign_in. Click Request access to the portal and input your information.
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.
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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 Play
Android, Google Play, and the Google Play logo are trademarks of Google Inc.
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Use this link to access your online Portal login screen: https://brightstarmanagementgroup.appfolio.com/connect/users/sign_in
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Use this link to access your online Portal login screen: https://brightstarmanagementgroup.appfolio.com/connect/users/sign_in
Click "Forgot your password?" on the Portal login screen.
2. Enter your email address associated with your Online Portal.
3. An email with instructions to reset your password will be sent. Emails will only be sent if there is an active existing account. If the email is not in your inbox, please be sure to check spam for @appfolio.com emails.
4. Check your email and click the Reset Password button.
5. You will be directed back to the Online Portal login page. Now, enter a new password.
HOW TO EDIT ACCOUNT DETAILS
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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.
Saved 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 documents online.
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Brightstar will reach out to AppFolio with your association's final date of management to close your Homeowners Portal and turn off the ability to make and receive payments through the Portal.
HOW TO MAKE A WORK ORDER/MAINTENANCE REQUEST
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Submit maintenance requests directly to your property manager along with photos of the issue. Please Note, if you do not see this tab, contact your property manager as this feature may not be enabled for their account.
From the "Home" tab or "Maintenance" tab, click "Request Maintenance".
Enter a detailed description of the issue, upload one or more photos of the item needing attention (must select multiple "Photos" at once from computer or camera roll), give the property manager permission to enter with their key, then click "Submit Request".
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You can check the progress of your request in the "Maintenance" tab. The status will update from "Received", to "Scheduled", to "Completed".
There is no limit to how many maintenance requests you can submit or see in your Online Portal. If you feel there are some missing, please contact your property manager as it's related to something they've done on their end.
HOW TO SUBMIT AN ARCHITECTURAL REQUEST
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Click the Compliance tab, then click Submit New Review.
Add a description of the project and add any supporting documents or photos then click Submit Request.
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Navigate to the Compliance tab to view your previous submissions and check the status of those submissions. You can also see when a review's status was last updated.
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Chat with your association manager on the status of your architectural review. Navigate to the Compliance tab then select a previously submitted request. Use the message thread to send messages. You’ll be notified via email of any responses where you can log back into your portal to review and respond.
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Navigate to the Compliance tab to view your open architectural reviews. Select your open request and click Add Attachment to add any requested files. Once you’re done, select Submit Attachment.
ACCESS YOUR ASSOCIATION’S DOCUMENTS
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Access secure documents shared by your association manager on the Shared Documents page of the Online Portal.
Active Board Members can also access live reporting data on this page.
You will receive an email notification when a new document or board packet has been shared with you.
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You can share your Association's documents with your Real Estate Agent, Lender, or Title Company from the "Shared Documents" folder.
If you need a Questionnaire or Status Letter, your Lender, Real Estate Agents, or Title Company must order their documents from https://www.homewisedocs.com/
YOUR ASSOCIATION’S CALENDAR
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You can easily view upcoming calendar events using the Upcoming Events block on the Online Portal’s homepage. Event entries display the dates and times of events, and clicking on an event entry will bring you to the Calendar tab and open up your selected event’s Event Details.
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You can access the association calendar by clicking on the Calendar tab in your Online Portal. The association calendar displays association meetings and events and can be filtered by Event Type. The Calendar can also be toggled to display events by Month, Week, or Day depending on your needs.
The association calendar is Read Only, so you cannot create events.
ACCESSING MULTIPLE OWNED PROPERTIES
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If you own multiple properties with different management companies that use AppFolio, you'll need multiple logins.
AppFolio only allows you to view properties within the same management group on your Portal.
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If you own multiple units, 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.
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Only your property manager is capable of combining your Online Portals, so please contact them directly to make this request. Your Online Portals must be managed by the same company in order to combine them.
HOW TO CLEAR A VIOLATION.
RECEIVING A VIOLATION
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Violation Notices are sent via Certified Mail through USPS.
In addition to receiving a Certified Letter noting the violation, if you have an email on file with Brightstar, we will send a copy of the notice, with a picture of the violation, toyour email on file.
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A photo of the violation must be included in any correspondence to you as the homeowner. If you receive a violation notice without a photograph, please reach out to Brightstar and we will clear the violation.
CLEARING A VIOLATION
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Visit https://www.brightstarhoa.com/violations on your phone and complete the short Violation Correction Form. Click on the "Choose File or Drop File Here" button to open the camera on your mobile device and take a picture of the corrected violation.
Once you click submit, the Compliance Department will receive a notice and notify you when they have cleared your violation in our system.
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Visit https://www.brightstarhoa.com/violations on your phone and complete the short Violation Correction Form. Click on the "Choose File or Drop File Here" button to open the camera on your mobile device and take a picture of the corrected violation.
Once you click submit, the Compliance Department will receive a notice and notify you when they have cleared your violation in our system.
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Please take a photo of the corrected violation and email it to compliance@brightstarcolorado.com along with your name and property address to assist us in finding your account.
Once you email Brightstar, the Compliance Department will receive a notice and notify you when they have cleared your violation in our system.
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Please take a photo of the corrected violation and complete the Response Form below and mail it to:
Brightstar Management Group
Attn: Compliance
9351 Grant Street, Ste 500
Thornton, CO 80229