This guide describes the NEPREM Portal as of November 2026 (version 2.12.727). If a screen looks slightly different, the steps are usually the same. Questions: team@neprem.com or (617) 683-1148.
Your association has a bookkeeping and dues arrangement with NEPREM. NEPREM keeps the association's books and collects dues. Your board arranges repairs, vendors and day-to-day building operations.
Your portal is the place to:
The portal looks the same as for fully managed associations. The one difference is repairs: see section 7.
This guide describes the screens as they are today. If something looks slightly different, the steps are usually the same. When in doubt, email team@neprem.com or call 617-683-1148.
If NEPREM set up your account, you may have an email called "Your NEPREM resident portal is ready". Tap Set your password in it. That opens the page in the steps below with your email address already filled in, so you can start at step 3. If you forgot your password, or you have no such email, start at step 1.
For your security the page never says whether an email address has an account. If you ask more than once, use the newest email. If nothing arrives after a few minutes, check your spam folder, then call 617-683-1148.
If a link takes you to a page that needs you to be signed in (for example your statement, notification settings, repair requests, change password or Report a problem), the page shows a Sign in button. After you sign in, you come straight back to that page.
Once you are in, a few minutes saves trouble later:
You can add a second step to signing in. It is optional: NEPREM does not require it.
After that, each sign-in asks for a code. Make new backup codes and Turn off two-step sign-in are on the same card. Both ask for a current code from the app or an unused backup code.
Sign out is at the top and bottom of every portal page. Account, also at the top, opens neprem.com/account. If you are also a board member, a landlord or a tenant, a Switch portal button appears next to your name. The portal remembers the last one you used. If you open a portal page that is not for your account, it says so and offers Go to your portal.
| Tile | What it tells you |
|---|---|
| Current Balance | What is due now for your unit(s). It reads "Balance due", "Up to date" or "Credit on account". The lines under it may add how much of it is past due, a payment that is still processing, or dues posted early for next month ("upcoming (not yet due)"). Tap it to jump to the pay area. |
| Last Payment | The date and amount of your most recent payment. |
| Next Payment Due | "Now" when money is due today (with the amount, then your next scheduled charge), otherwise the date and amount of your next scheduled dues charge, in dollars and cents. |
| Open Requests | Repair requests on your unit that are still open or in progress. Tap it to jump to the repairs card. |
| Unread Messages | New messages. Tap the tile to jump to Messages. |
Under the tiles is an emergency line: call 911 first for fire, smoke, a gas smell or someone hurt, then NEPREM's office number, 617-683-1148. At your association the board handles building emergencies (section 7). Below it is a row of jump links (Pay, Repairs, Messages, Notices, Documents, Profile & Settings). Notices appears only when your association has posted something.
When you have notifications, the first jump link shows how many, for example 3 notifications (or 1 notification). It jumps to your Notifications list at the bottom of the page. It counts the notices from the last 90 days that you have not dismissed, and it is hidden when there are none.
In order: Your Account (the pay area and your transaction history), Latest from your association, your unit card (your address and a Request a repair button), Invoices from NEPREM, Maintenance Requests, Messages, Documents, HOA Violations, Tax Documents, Auto-Pay, Profile & Settings, any Financials: card NEPREM has given you (see above) and your Notifications. Hampton Shores owners also see Plumbing Reports.
If you own more than one unit in the association, each unit gets a tab with its unit card, its own pay area, Account history and a Print this unit's statement button.
Latest from your association shows the next meeting (with Yes, No, Maybe and Add to Calendar) and the newest notices, with a link to the Association Page. It is left out when there is nothing to show.
If your account is not linked to a unit yet, you see "We are still setting up your account" with the office phone and email. You can still use Messages and Profile & Settings. You also see this card after you sell your unit and NEPREM closes your account. To pay a final balance or ask about it, call 617-683-1148.
The bottom of every page has Report a problem (for something wrong with the portal), Need help? (email the office), the office phone number, Sign out, and a Dark / Light switch.
| Method | Fee | When it posts |
|---|---|---|
| Bank transfer (ACH) | Free | 1-4 business days to clear |
| Card (credit or debit) | A 5.49% card fee on the amount you pay | Right away |
| Check by mail | Free | Allow 5-7 business days for mail, plus 1-2 to record |
Example: paying $1,000 by card costs $1,054.90 ($54.90 card fee). The same $1,000 by bank costs $1,000.00. The portal shows the exact amount before you pay.
From January 1, 2027 (the 2027 management agreement): the card fee becomes Stripe's processing cost, passed through at cost: 2.9% of the total charged plus 30 cents, about 3%, and NEPREM keeps none of it. The same $1,000 by card will then cost $1,030.18, and the card button reads Pay by card (+~3%). Debit cards are not accepted from that day: pay by credit card, bank transfer or check. Money orders are accepted with no fee: make one payable to the same name as a check and mail it to New England Property and Real Estate Management LLC, 1 Beacon Street, Floor 15, Boston, MA 02108. Bank transfers stay free. Until then, the 5.49% card fee above applies.
The smallest online payment is $1.00. There is also a limit on how much can be paid online at one time. For a very large payment, call 617-683-1148.
The pay area at the top of the Your Account card (or of each unit's tab) is your one place to pay. It says how much is due now, how much of it is past due, and what the total comes to by card. If your own Auto-Pay will pay it, it says so, for example "Auto-Pay will pay this on Nov 5 from Visa ending 4242. You do not need to pay now, but you can pay early if you like.", and the Current Balance tile adds "Auto-Pay will pay this on Nov 5". The pay buttons stay, so you can still pay early.
If nothing is due, the pay area says so (or shows your credit) and offers Pay ahead instead of the pay buttons.
This also lets a family member or an accountant pay for you. Someone who is not signed in sees no name on the account. If the page says "We could not reach the payment service. Nothing was charged." or "We could not open the secure payment page. Nothing was charged.", try again in a minute, or call NEPREM at 617-683-1148.
When NEPREM closes an account at a sale or a move-out, a bill reference for the month of that date or earlier can be paid online only by someone signed in on that account today. Anyone else is refused, including a family member or an accountant paying without signing in. Quick Pay then says "This bill reference cannot be paid online, and nothing was charged." A pay link in an old email shows that message on a page titled "This bill cannot be paid online" if you are signed in (with a Back to my portal link). If you are not signed in, it shows Continue to secure payment as usual and the message comes after you tap it. Nothing is charged either way. To pay it, call NEPREM at 617-683-1148, or mail a check (payable as shown on your bill) with the reference on the memo line. If you own the unit now, use the reference on your newest bill, or sign in and pay your own bill from your portal. Your own statements are not affected when your renter's account is closed.
After several references that could not be found or used, Quick Pay pauses lookups for a while ("For your security, reference lookups are paused for about N minutes because several references could not be used"). Wait, sign in to pay, or call 617-683-1148.
An emailed statement is tagged Statement, and its subject names your home, for example "NEPREM statement | October 2026 | Hampton Shores, Unit 204 | $1,550.87". Its list of charges and payments starts with anything still owed from before the month ("Balance from before October 1", or "Credit from before October 1" if you had paid ahead) and ends with the Balance, so the lines add up to what you owe. It has Pay by bank (free) and Pay by card (+5.49%) buttons. Each opens Quick Pay with your reference number already filled in and that way of paying chosen. Its Pay online button opens your portal instead: sign in, then pay there. Some other payment links in emails open a short page first: tap Continue to secure payment there.
The statement email also has a Download this statement (PDF) link. It works for 60 days, or less when the people on the account change. An old link, or one cut short when it was copied, opens "This statement link has expired or is incomplete". It says: "If you still have an account with us, sign in to your portal and press Print My Statement. If you no longer have an account with us (for example, you moved out), call NEPREM at 617-683-1148 to pay an old balance." On your portal that button is called Print statement (section 6). If you sold your unit, call NEPREM as the second sentence says. You can also ask NEPREM for a copy of your statement at team@neprem.com or 617-683-1148.
If NEPREM sends you a dues reminder or a past-due notice, it has two boxes, so you can pay without signing in. Pay without signing in gives your reference number and has Pay by bank (free) and Pay by card buttons: Quick Pay opens with the reference filled in, and you choose the full balance or another amount on the next screen. Check by mail says who to make the check payable to, where to mail it and the reference for the memo. Under them, "Prefer to sign in? Pay from your portal." and the Pay online button open your portal. A dues reminder is sent only when Auto-Pay will not pay the amount by the due date, and it says why (for example "Your Auto-Pay is paused, so it will not pay this.", with an Open Auto-Pay link).
When you are not signed in, some links in NEPREM emails (for example a statement, invoice, payment, meeting, unsubscribe or email-change link) first show "Opening your secure NEPREM page..." for a moment, then the page. If it takes longer than about 15 seconds, an Open the page button appears: tap it. The page also shows "Trouble opening it? Call NEPREM at 617-683-1148."
The Invoices from NEPREM card lists bills NEPREM sends you separately (for example by email), each with Pay by bank (free) and Pay by card buttons. It is often empty and then says "No invoices from NEPREM right now." Regular dues and most special assessments are charged to your account and shown under Your Account instead (or on each unit's tab, if you own several units there). If something here looks like a bill addressed to your association rather than to you, contact NEPREM before paying it.
NEPREM may attach documents to an invoice, for example the bill behind a repair. The invoice email carries them as attachments, the card shows how many there are, and View or print lists them under "Attached documents" to open.
If NEPREM received a payment for an invoice and is matching it by hand, the invoice says "We received a payment for this invoice and NEPREM is matching it by hand." Please do not pay again: NEPREM will tell you if anything is still owed. The Pay buttons are folded under Pay anyway.
Auto-Pay is for tenants and condo owners, businesses included. Landlord accounts cannot use it. It charges your card or bank account on the same day every month. You choose the day and one of two modes:
If setup does not go through, the page says "Auto-Pay was not set up. Nothing was charged. Please try again in a minute, or call NEPREM at 617-683-1148." When you change your card or bank and it does not go through, it says "Your payment method was not changed." with the same advice.
The Your Account card (or each unit's Account history) shows a Transaction History table with your 20 newest entries: date, description, charges, credits, payments and a running balance. A credit shows in the running balance as "$... credit". A charge dated in the future is tagged "Upcoming, not yet due". Older entries moved from the previous system read, for example, "Payment recorded in the previous system, Jun 1".
Print statement (on the Your Account card; Print this unit's statement for multi-unit owners) opens your statement in a new tab:
When you had dues in the portal last year, the Tax Documents card also has a button for that year, for example Print your 2025 year-end dues statement. It opens the same statement, set to January 1 through December 31 of that year.
Paper mail is a choice in Profile & Settings (section 12).
Your board arranges repairs for your association, not NEPREM. Contact your board first about anything in the building.
The Maintenance Requests card still appears in your portal. If you submit a request there, NEPREM sees it, and your board sees it too if it is a common-area or building-wide request. Your board decides what to do. The form also shows a red emergency banner with NEPREM's office number, 617-683-1148, but your board still arranges the repair. The form works like this:
A message confirms it with your request number ("Request #123 received") and you get a confirmation email with the same number. NEPREM is emailed right away. For a common-area or building-wide request your association's board is told too; requests inside your unit are not shown to the board. If someone else, such as your tenant, files a request on your unit, you are emailed too.
The Your Maintenance Requests list shows the requests you sent and the requests filed on your unit, each with its number and its status (Open, In Progress, Resolved or Closed). If NEPREM updates a request, you are emailed when work starts and when it is finished. It does not show shared-area requests that other owners sent.
To add information to a request you already sent, open it and tap Add a note or photo (on a Resolved or Closed request: Still not fixed? Add a note or photo). Type your note, add up to 3 photos, tick This is still not fixed (reopen the request) if the problem is back, and tap Send note. NEPREM is emailed.
Tap View Association Page at the top of your portal (or go to neprem.com/association-page). It shows:
Back to my portal returns you to your portal. If you own in two associations, use the Switch association bar on the Association Page to change association.
The HOA Violations card shows notices for your unit:
The fine line says what can happen, for example "Up to $100.00 if not fixed by 10/08/2026" or "Warning only, no fine". A fine can only be charged after the fix-by date has passed and after you have had the chance to be heard, and only if your board posts it. A posted fine appears in your account as a charge ("HOA fine" with the reference).
Violation notices are also emailed to you. You get them even if you have unsubscribed from other NEPREM email.
Your board and NEPREM get your message by email and can answer you directly. Once a notice is resolved or waived, the reply form goes away.
Messages from NEPREM and from your board appear in the same card, grouped into conversations, and you get an email when a new message arrives. To reply:
You can attach up to 3 files to a message or reply (Photos or PDFs (optional)): JPG or PNG photos, or PDFs, up to 10 MB each. On an iPhone, choose the photo from your photo library and it is sent as a JPG. Only the people you send it to and NEPREM can open them. You can send up to 10 messages an hour and 30 in 24 hours.
The Notifications list at the bottom of the page collects portal notices from the last 90 days (new documents, meetings, repair updates, payment problems and violation notices). The N notifications link at the top of your page jumps straight to it. Tap Dismiss to clear one, or Dismiss all (you are asked to confirm).
To choose which emails you get:
Payment receipts, failed or past-due payment notices, violation notices, lease and account emails, and messages NEPREM staff write to you alone always arrive. A message NEPREM sends to a group of owners follows New message emails and an unsubscribe. Building announcements and meeting notices go to everyone at the building and cannot be switched off here (see Unsubscribe from NEPREM email in section 12).
In Profile & Settings, Push notifications can send small alerts to your phone or computer: tap Turn on and allow notifications in your browser. Do this on each device you use. On an iPhone or iPad, first tap the Share button and choose Add to Home Screen, then open NEPREM from your Home Screen and turn alerts on there. If you set up phone alerts before September 2026, they were switched off for security. Turn them on again. Signing out also turns off alerts on that device, so on a shared computer tap Sign out when you are done.
The Profile & Settings card near the bottom of your page holds your details, your paper mail choice, phone alerts and account links. It is the one place to change your name, phone, email and emergency contact.
To update your details:
NEPREM sends paper notices to the mailing address on file, so keep it current. Your name, email, phone and emergency contact are visible to NEPREM and your board; your name and email appear in the Units Directory other owners see.
Hampton Shores owners see a Plumbing Reports card. Open Plumbing Reports shows the plumbing notes NEPREM has logged for your unit. It is read-only; Back to your portal returns you.
One fee: 5.49% of the amount you pay by card. Bank transfers (ACH) are free. The portal shows the exact amount before you pay.
From January 1, 2027 it is Stripe's processing cost instead: 2.9% of the total charged plus 30 cents (about 3%), and NEPREM keeps none of it. Debit cards are not accepted from that day, and money orders are accepted with no fee.
Declines come from your bank: a limit, a fraud hold or a typo. Check the details or try another card, or pay by bank at no charge.
A bank payment shows as processing for 1-4 business days, so please do not pay again while it clears. If you see two completed charges, contact NEPREM right away so we can review it with you.
A bank payment takes 1-4 business days to clear. Until then your balance shows "payment processing", and the payment appears in Transaction History when it clears. You get a "Payment cleared" email at that point. If a bank payment does not go through, you are told by email ("Payment Failed") and under Notifications, and the amount is still due. The email names the unit, and the bill reference when the payment had one. If you paid without signing in and that email address has no portal account, its Pay again button opens Quick Pay: with the reference filled in when the email names one, otherwise empty, so type the Ref number from your bill. If that bill is from before a sale or move-out and can no longer be paid online, the email says so instead: "This bill reference can no longer be paid online. To pay it, call NEPREM at 617-683-1148, or mail a check (payable as shown on your bill) to NEPREM, 1 Beacon Street, Floor 15, Boston, MA 02108, with the reference on the memo line." Its button is then Call NEPREM, not Pay again. If you have a portal account, Pay again opens your portal. Pay again by card or with another bank account.
Every online payment emails a receipt to the payer: "Payment received" for a card, and "Payment submitted" then "Payment cleared" for a bank payment. Check your spam folder and your email in Profile & Settings, then contact the office if you still need a copy.
Dues are posted about two weeks before they are due. They show as "upcoming (not yet due)" until the due date.
A fixed-amount Auto-Pay pays only its fixed amount. Special assessments and other charges need a separate payment, or switch Auto-Pay to Total balance. A Total balance Auto-Pay takes what is dated on or before your charge day, so a later charge waits for next month. If a Total balance payment did not run, look for "Held for review" or "Auto-Pay paused (card dispute)" on the Auto-Pay page.
Open the Auto-Pay page (neprem.com/auto-pay). It names the result of the last charge in plain words. Auto-Pay skips a month when you owe nothing, when the payment would be over your Never charge more than limit, when another payment on your account is still clearing, or when the payment is held for review. With Total balance, it is also paused while a card payment on your account is under dispute with the card company, so pay each month yourself until the dispute is closed (section 5). If 3 payments in a row do not go through, Auto-Pay pauses.
Tap Print statement, choose Last year and print or save it as a PDF. The year-end dues statement button in Tax Documents, when you have one, opens the same thing.
Go to neprem.com/forgot-password and tap Email me a link (section 2). After 5 wrong passwords, sign-in from that device pauses for 15 minutes. Still stuck? Call 617-683-1148.
Open Profile & Settings (section 12).
NEPREM and your board see your name, email, phone and emergency contact. Other owners in your association see your name and email in the Units Directory, not your phone number.
Yes. Your tenant can have their own Condo Renter Portal for repairs, building notices and messages. They never see your balance or pay your dues. Ask NEPREM to set them up.
Your board arranges repairs, not NEPREM. Contact your board first (section 7).
Open the notice in HOA Violations and use Reply or request a hearing. Your board decides on fines and hearings under your association's documents.
| Need | Contact |
|---|---|
| Dues, billing, portal help | team@neprem.com |
| Fire, smoke, a gas smell or someone hurt | Call 911 first |
| Phone (office) | 617-683-1148 |
| Office hours | Monday to Friday, 8am to 4pm Eastern |
| Building repairs and emergencies | Your board first |
| Something is broken in the portal | Report a problem at the bottom of any portal page |
| Mail and checks | New England Property and Real Estate Management LLC, 1 Beacon Street, Floor 15, Boston, MA 02108 |
| Website | neprem.com |