Welcome home to Gateway's apartments for rent (Henrico, VA)!

Online & Mobile Security
First-time Login
4 Ways to Pay
Maintenance Service
Emergency Service
FAQ

Did you know……..

Feel the pressure of paying the entire amount of rent in one payment? Well…… there’s no need to!! You are always able to pre-pay your rent in installments (prior to the 5th) to avoid costly late fees.

Can’t pre-pay, but still interested in saving money? If you are unable to pay the full amount of rent on or before the due date; we recommend paying as much as you can. This will save you costly late fees (since it is 10% of the remaining balance on your account after the due date)…..that’s more money back in your pocket!! .

If you don’t have a computer but want to use the online service on your smartphone, please visit your Leasing Center to get signed up. Get connected at colonygateway.com/resident-login.

Online & Mobile Security

Colony partners with RealPage, Inc., a leading online property management software company, so you can connect online with Colony, your community management team and your neighbors. RealPage incorporates industry-leading safety features that give you greater security and peace of mind as you manage your rent payments and service requests. They use industry-standard security protocols that leverage encryption for transferring data. Encryption helps create a secure environment for the information and funds being transferred between you and Colony.

Security technology

These security protocols help protect data in 3 key ways:

Authentication ensures that you are communicating with us and prevents another computer from impersonating you, your bank, or the eMoney Order agent.
Encryption scrambles transferred data so that unauthorized parties cannot read it.
Data integrity, in terms of data and network security, assures that information can only be accessed and modified by those authorized to do so.

RealPage considers resident data privacy and security a top priority and has invested significant resources to keep security infrastructure updated and current. RealPage discloses its practices when collecting and processing data from public visitors on the Colony website in accordance with the RealPage Corporate Privacy Policy. In addition to such disclosures, RealPage intends this privacy and security statement to provide a transparent general overview of the security management practices related to Real Page’s security infrastructure for Colony users. The RealPage Corporate Privacy Policy is located on their website for review at http://www.realpage.com/privacy-policy/.

RealPage employs the following controls to protect data within its environment:

Certain sensitive client data, such as PCI data, ePHI, and PII is stored in encrypted format.
Secure Sockets Layer (SSL) and Transport Layer Security (TLS) technology protect sensitive data transmissions by using both server authentication and data encryption. This provides that resident data-in-transit is safe, secure, and available only to intended recipients.  
Data is logically segregated and are restricted by account- based access rules so another resident cannot see your home’s records.
Residents are authenticated via secure access mechanisms, which ensure accountability for actions performed on RealPage systems.  
Monitoring teams are engaged to identify and respond to any processing anomalies.
RealPage maintains a high level of security at its data center and the disaster recovery site.
A dedicated Information Security team is in place to continuously monitor the IT threat  landscape and ensure that RealPage, our software provider, can proactively address risks as they are identified.

RealPage Payments has been validated as compliant with the PCI data security standard and has processes in place for continued compliance with these requirements. RealPage Payments has received an annual Trustwave Report on Compliance (ROC) without deficiencies in every prior assessment period since 2008, and has successfully revalidated compliance to Visa each year.

First-time Login

Call or email your Leasing Center and give us your email. An email will arrive at 5AM the next morning from noreply@activebuilding.com inviting you to log into your Resident Services portal for the first time. Simply click the "New User" link in the email, and choose your password.

Here is your community Leasing Center email address and telephone number:

Gateway, info@colonygateway.com, 804.270.2400

4 Ways to Pay

We’ve added more ways to pay your rent. Please continue to make all payments payable to your community.

1. Choose either a one-time payment or set up recurring monthly payments automatically from your checking or savings account. This is a free Colony service.

If you only use a debit card you will need to call your bank and ask them for the routing and account numbers attached to your debit card. If you have checks the routing number and account are on the bottom of the check.

Sign into the new online Resident Services Knowledge Center. Click Make a Payment located on the left. Roommates may choose a fixed portion or percentage of the rent.
Choose either Make a Payment or Set Up Recurring Payments.
If you select to Set Up Recurring Payments, click the Set Up Recurring Payments and then Schedule a New Payment. Fill in the Payment Nickname and Recurring Amount boxes.
Click on Add New Payment Account
Complete Account Nickname, Account Type, whether Checking or Savings, Routing Number, and Account Number. Click Add Bank Account.
Choose a Preferred Date, and check the box, Agree to the Terms & Conditions.
For single one-time payments, you can choose to pay the Current Amount Due, Pre Pay, or Past Due Only. Click Make a Payment.
Click the ‘down’ arrow in the Payment Center to access your Account History, Pay Rent Online, Print Payment Coupon, and Add or Delete an existing account.

2. Choose either a one-time payment or set up recurring monthly payments automatically from your debit or credit card. There is a convenience fee for this service.

Sign into the new online Resident Services Knowledge Center. Click Make a Payment located on the left. Roommates may choose a fixed portion or percentage of the rent.
Choose either Make a Payment or Set Up Recurring Payments.
If you select to Set Up Recurring Payments, click the Set Up Recurring Payments and then Schedule a New Payment. Fill in the Payment Nickname and Recurring Amount boxes.
Click on Add New Payment Account
Complete Account Nickname, Account Type, and Card Information. Click Add Account.
Choose a Preferred Date, and check the box, Agree to the Terms & Conditions.
For single one-time payments, you can choose to pay the Current Amount Due, Pre Pay, or Past Due Only. Click Make a Payment.
Click the ‘down’ arrow in the Payment Center to access your Account History, Pay Rent Online, Print Payment Coupon, and Add or Delete an existing account.

3. Consider an eMoney Order/Check Free Pay if you normally pay by paper money order.

Sign into the Resident Services portal. Click Make a Payment located on the left. Click the dropdown Menu button on the top right. Choose Print Payment Coupon. Click the Print Payment Coupon button to print it. Your Leasing Center would be happy to laminate the Coupon for you as you will use the same coupon each time you pay your rent by eMoney Order. Take the Payment Coupon to one of the money order retailers listed below to instantly pay your rent.

Give the cashier your Payment Coupon and ask them to make the eMoney Order/Check Free Pay payable to Resident eMoney Order – not to Colony or your community! The payment coupon identifies your apartment and your community and will give the cashier directions on how to make the payment correctly. The cashier securely pays your rent for you electronically and gives you a payment receipt. eMoney orders must be purchased with cash.

You can:

Pay your entire rent with one eMoney Order – no maximum dollar amount limits. Roommates can make partial rent payments.
Eliminate driving to Colony or mailing the money order.
Some retailers process payments the next business day so be sure to check and see when your payment will be received.

Colony charges no fees to accept eMoney Orders. Walmart and other companies charge $2 for each eMoney Order.

Here are the locations nearest you..

Kroger #503
1356 Gaskins Road
Richmond, VA 23238
Daily 8:00AM – 10:00PM

Kroger #525
1510 Eastridge Road
Richmond, VA 23229
Daily 8:00AM – 10:00PM

Walmart #03869
1504 N. Parham Road
Richmond, VA 23229
Daily 8:00AM – 9:00PM

4. Mail or drop off your check or money order to our corporate headquarters. This is a free Colony service.

In Person: 9211 Quioccasin Road, Henrico, VA 23229

By Mail: P.O. Box 29466, Richmond, VA 23242-0466

Be sure your apartment number is on your check or money order to ensure proper crediting of your rent.

Maintenance Service

You can make a service request and track the progress of your request or view completed or cancelled requests online. Sign into Resident Services. Click Submit a Request under Quick Links. Complete the required information describing the issue. Give us permission to access your home and let us know if you have a pet. Click Submit Service Request and you are finished!

It’s simple and easy, and you can make the request on your own time, even after hours! Your service request automatically enters the system and is assigned to a Service Team member. Your work will be done as soon as possible during normal office hours.

After-hours Emergency Service

We care about your safety! Call 911 NOW for emergencies endangering you or others’ health or safety. We provide after-hours emergency response for the following issues:

Fire | Water leak
No Power or Water
ALL toilets clogged | water backup
NO Air conditioning or Heat
Refrigerator not cooling
Smoke alarm sounding
Unsecured home | Locked out

For Emergency Service requests after-hours, weekends, and holidays, please call your Leasing Center and follow the recorded prompts to be connected to the emergency operator.

Residents are charged $10 for any non-emergency service requests made after hours through the emergency maintenance operator.

FAQ

Who do I contact with questions?

Email or call your Leasing Center:

Gateway, info@colonygateway.com, 804.270.2400

How do I access the new online service?

Why sign up for Online Resident Services?

Your community management and service team send important updates and messages to residents through Online Resident Services.

Making rent payments and service requests are faster and easier online. View your rental account history, including your roommate(s)’ payment history along with your security deposit information. Make a one-time payment or set up an automatic monthly payment from your checking or savings account. Download, print, and present your Payment Coupon for eMoney Orders. Electronic payments save you time and the cost of delivering your rent in person or by mail.

Make your service requests 24/7. It's faster and easier than calling your Leasing Center. You can also view the status of a service request and your service history.

Stay in-the-know about resident party dates and other community activities. Look for restaurant and other retail discounts.

Get to know your neighbors and post messages on the private social media site. You can even post Yelp-like recommendations in Resident Services.

How do I set up the secure automatic monthly rent payments?

Sign into the online Resident Service Knowledge Center. Click Make a Payment located on the left. Click the Set Up Recurring Payments and then Schedule a New Payment. Fill in the Payment Nickname and Recurring Amount boxes. Roommates may choose a fixed portion or percentage of the rent. Click Add a New Payment Account.

Complete Account Nickname, Account Type, whether Checking or Savings, Routing Number, and Account Number. Click Add Bank Account.

Choose a Preferred Date, and check the box, Agree to the Terms & Conditions.

Click the ‘down’ arrow in the Payment Center to access your Account History, Pay Rent Online, Print Payment Coupon, and Add or Delete an existing account.

Is an online rent payment safe?

When you use Colony’s online payment system, you don’t have to worry. Our online software partner, RealPage’s PCI/DSS-compliant processing system encrypts your data and keeps it safe and secure. For more information, see Online & Mobile Security.

What is the most economical and fastest way to pay rent?

By far, our secure automatic online rent payment is the easiest, cheapest, and fastest way to pay your monthly rent. You never have to worry about whether the rent is paid on time. It’s instant. It’s convenient. It’s free, too.

Can I change the way I pay rent?

You can change the way you pay rent and amount you pay at any time.

Why should I request maintenance service online?

Eliminate calling or emailing the Leasing Center. Make your maintenance service request online 24/7 directly to your Service Team. It gets you in line faster.

How do I make a maintenance service request?

Sign into the Resident Services portal.

For more information, watch this short video describing how to make a maintenance service request. http://learning.realpage.com/downloads/ActiveBuilding/AB401005_ManageSvcReq/multiscreen.html

What is a service “after-hours emergency” and when should residents call Colony immediately with a service request?