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.
You rent your home or business space from a landlord, and NEPREM manages the building. The portal is your one place to:
This guide goes screen by screen. If something on your screen looks a little different, the steps are usually the same. When in doubt, email team@neprem.com or call 617-683-1148.
New to the portal? Start here:
You sign in with your email address and a password. If you do not have a password yet, or you forgot it, the portal emails you a link to choose one.
If you turned on two-step sign-in, the portal asks for a 6-digit code after your password (see "Two-step sign-in" below).
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.
If NEPREM set up your account, you do not have a password yet. NEPREM may have emailed you with a Set your password button. The subject can be "Your NEPREM resident portal is ready" or "Welcome to NEPREM: your portal is ready". If you did not get one, go to neprem.com/forgot-password instead.
Use the same page: neprem.com/forgot-password. You can also tap Forgot password? under the sign-in form.
When you are signed in, tap Account at the top of the page, or Change password in the Profile & Settings card. You can also go to neprem.com/change-password.
You can add a second step to signing in. It is optional: NEPREM does not require it.
From then on, after your password the portal asks for the code from the app. Each code works only once. To get a fresh set of backup codes, type a code from your app (or an unused backup code) and tap Make new backup codes; the old ones stop working. To stop using two-step sign-in, type a code from your app (or a backup code) and tap Turn off two-step sign-in.
The top of the page shows your name, your company name if you gave one, the home on screen, and your role badges: Rental Tenant, plus Residential or Commercial. If you rent more than one unit, a Switch unit bar lets you pick which unit the page shows.
If you rent business (commercial) space, the page uses business wording: the header says "Your business, rent and repairs", the emergency line and the repair form say to call 617-683-1148 for a flood (after 911 for fire, smoke, a gas smell or someone hurt), and the insurance card is called Proof of insurance (Section 10).
If you see We are still setting up your account instead of the tiles, NEPREM has not linked your home to your login yet. Call 617-683-1148 or email team@neprem.com and we will finish it.
If you see Your account here is closed ("You have moved out"), NEPREM closed your tenancy when you moved out. The card says "Your account at [your old home] was closed when you moved out on [date]. If you owe anything, or have a question, call NEPREM at 617-683-1148 or email team@neprem.com." It has a Call 617-683-1148 button and an Email button. You can still use Messages and Profile & Settings.
If you see This account has no current home, your past home is closed in the portal. You can still use Messages and Profile & Settings. Contact NEPREM if you moved to another NEPREM home, need a letter or record about your past tenancy, or think this is wrong.
| Tile | What it tells you |
|---|---|
| Lease Status | Whether a current lease that names you is on file for your unit (if you share the unit and each person has their own lease, it shows yours; if no lease names you, it shows the unit's lease): Active (with the end date), Upcoming, Month-to-month (with the day your lease ended, for example "Lease ended Oct 31, 2026"), Renewal in progress, Offer withdrawn (Section 9) or Ended. "None" with "No lease on file" means none is on file for the unit. If it looks wrong, send NEPREM a message. |
| Monthly Rent | Your base monthly rent, and the due day when NEPREM has it on file. Extra monthly charges (for example CAM on a commercial lease) are not in this tile. They are in your Balance. For a commercial lease, the Monthly total due is in the Lease Information card. |
| Balance | What is due now. Under the amount you may see "Past due", "Due today", "Due now", the date it is due (for example "Due Oct 1"), "Up to date" or "Credit on account" (a credit shows as a plain amount, not a minus). You may also see a payment that is still processing, or rent posted early for next month ("upcoming (not yet due)"). If your own Auto-Pay will pay what is due, a green line says so, for example "Auto-Pay will pay this on Nov 5". |
| Open Requests | Your repair requests that are still open or in progress. |
| Unread Messages | New messages. |
Tap Lease Status, Balance, Open Requests or Unread Messages to jump to that part of the page.
At a few buildings rent is not collected through the portal. There the Balance tile says "Managed outside the portal" and a note tells you to contact NEPREM for your balance (617-683-1148 or team@neprem.com). You will not see Pay rent, Print My Statement, the Account Ledger or Auto-Pay.
Under the tiles is the emergency line: "Fire, smoke, a gas smell or someone hurt? Call 911 first. Then, and for a flood, no heat or a lockout, call 617-683-1148 now." Below it is a row of jump links: Pay rent, Repairs, Messages, Notices, Lease, Documents and Profile & Settings. Notices shows only when your building has posted something, and Pay rent is hidden where rent is billed outside the portal.
When you have notices, 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:
The bottom of every page has Report a problem (for something wrong with the portal), Need help? (email the office), the office email and phone number, Sign out, and a Dark / Light switch.
The Move-In Guide is a checklist for new residents. It appears near the top of your page for about 60 days, counted from your move-in or your first sign-in to the portal, whichever is later, and it disappears once every step is done. It has seven steps:
Tick each step as you go and tap Save progress. The card says "Your progress is saved." and shows how many steps are done ("Getting started: 3 of 7 done"). Some steps tick themselves when the portal can see you did them, for example when a phone number is on file, a payment was made through the portal, you opened a message or downloaded a document, or your insurance proof is uploaded. Some steps have a Go there link that takes you to the right card.
The guide also has an optional step, Register pets and vehicles. It has no tick box and is not counted in "3 of 7 done":
The step shows Done once something is listed, or once you tick I have no pets or vehicles. If your pets and vehicles could not be saved (for example a state that is not two letters), the guide says "Your ticks were saved. Your pets and vehicles were not" and tells you why. Your entries stay in the form. Fix them and tap Save progress again. You can change them any time in Profile & Settings.
| 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 card rate is a NEPREM setting, so always go by the portal: it shows the exact fee and total 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.
If you leave Stripe's page without finishing, the payment page says "Your payment was not completed, and nothing was charged". If your bank would not connect, tap Pay by card instead or mail a check. If you already finished a payment in another window, you get an email about it and do not need to pay again.
If you are paid up and next month's rent is already posted, the payment page also offers Want to get ahead? so you can pay that month early. When nothing is due and nothing is posted ahead, it says "Paid in full".
An emailed statement is tagged Statement, and its subject names your home, for example "NEPREM statement | October 2026 | 31 Cunard Street, Unit 7 | $2,000.00". 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. Choose the amount, then pay. Its Pay online button opens your portal instead: sign in, then pay there. Some payment links in emails open a short page first. Check the amount (when you are signed in it shows what is due today and the card total), then tap Continue to secure payment. Choose a different amount takes you to the Quick Pay form instead.
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." If you live there but have no portal sign-in, it says to pay at Quick Pay with the reference on your newest bill. You can also ask NEPREM for a copy of your statement at team@neprem.com or 617-683-1148.
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."
Rent reminders and past-due notices have two boxes, so you can pay without signing in:
Under them, "Prefer to sign in? Pay from your portal." and the Pay online button open your portal. If the bill is from before a move-out on your account, the email has only the Pay online button.
A rent reminder is sent only when Auto-Pay will not pay the amount by the due date, and it says why: "Your Auto-Pay is paused, so it will not pay this. To start it again, open your Auto-Pay page, or call NEPREM at 617-683-1148." (with an Open Auto-Pay link), "Your Auto-Pay is not scheduled to pay this by the due date. Please pay it yourself, or check your Auto-Pay page in your portal.", or "Auto-Pay will not pay this one. If you have Auto-Pay set up, please check it in your portal."
Anyone can pay your bill without an account, for example a parent or an employer.
For your security, someone who is not signed in sees no name on the account, and one device can look up at most 5 different accounts a day. 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.
If a payment of the same amount for the same bill was already completed today on an earlier payment page, Quick Pay charges nothing and says so. If you made that payment, you do not need to pay again (a bank payment takes 1 to 4 business days to show as paid). If you share the bill with someone, they may have made it: to pay your own share, sign in first and pay from your account, or call 617-683-1148.
After a move-out, a bill reference for the month of the move-out or earlier can be paid online only by someone signed in on that account today. Anyone else is refused, including someone paying for you 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, as below. If you live in the unit now, use the reference on your newest bill, or sign in and pay your own bill from your portal.
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.
Auto-Pay charges your card or bank account on the same day every month. It is for tenants and condo owners, businesses included. Landlord accounts cannot use Auto-Pay.
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.
How Auto-Pay works, at the top of the Auto-Pay page, summarizes the main rules.
The Account Ledger card shows your Current Balance, any payment still processing, any rent posted early for next month, and a Transaction History table. The table lists your 20 most recent entries: date, description, charges, credits, payments and a running balance. A credit in your favor shows in the running balance as "$... credit". Rows for next month are tagged "Upcoming, not yet due". When your own Auto-Pay will pay the balance due, the card 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." The pay buttons stay, so you can still pay early.
Print My Statement (just above the Account Ledger) opens your statement in a new tab:
Paper statements are set in Profile & Settings (Section 13).
A green message confirms it with your request number ("Request #123 received") and you get a confirmation email with the same number. Your property manager is emailed right away.
Each request in Your Maintenance Requests shows a status label (Open, In Progress, Resolved or Closed), its number, its category and priority, and a progress bar with the steps Submitted, In Progress, Resolved and Closed. NEPREM emails you when work starts and when it is finished. If the manager adds a project timeline (steps such as "Order parts" with target dates), it shows on the request. Updates and notes (yours and the manager's) appear under Activity, and files NEPREM shares with you appear under Attachments. If you have more than 5 requests, a Show bar lets you filter them by status and search them.
This card lists the leases that name you. Each lease shows a status tag (for example Active, Ends in 30 days, Renewed, Month-to-month, Offer withdrawn or Ended), the lease type, monthly rent, start and end dates, security deposit and, when NEPREM has it, a Download Signed Lease (PDF) button. Ended leases are folded under Show past leases. A commercial lease also lists its Additional Charges and a Monthly total due. A lease shows Renewal in progress only once a renewal offer has been sent to you (or you accepted one). If a lease has ended but rent is still billed, the card says "Your lease term has ended, so you now rent month to month. Currently billed: $... a month. If you have signed a renewal, NEPREM will add it to this lease.", and a fixed-term lease's type reads, for example, "Fixed Term (now month-to-month)". If the lease is in another household member's name only, the card says so and shows the lease term and monthly rent. Ask NEPREM to add you or to send you a copy.
The Lease Renewal card appears when a renewal offer is waiting for you, or when your lease ends within about 4 months (or ended in the last 3 months). Before an offer is sent it says NEPREM has not sent one yet (offers usually go out 60 to 90 days before the end), and whether NEPREM is preparing one or has asked your landlord for terms. Inside the last 60 days it names your end date, says NEPREM is working on your renewal and that you will be emailed as soon as an offer is ready. If the end date has passed with no offer, it says NEPREM is working on your renewal (and has asked your landlord for terms, when it has) and that you will be emailed as soon as an offer is ready. If NEPREM has not started one, it asks you to email or call so your terms can be confirmed.
When NEPREM sends you a renewal offer you get an email and a notice ("Your lease renewal offer is ready"), and the card shows:
Who can answer, and until when:
If you accept, your new terms start automatically on the new start date. If you decline, the card shows your move-out date (the end of your current lease) and NEPREM follows up with move-out details. If you have not answered, you get one reminder when the deadline is 3 days away. If the offer's deadline passes, the offer expires: contact NEPREM if you still want to renew.
If NEPREM withdraws an offer it sent you, or one you accepted, you get one notice in your portal (no email). For 30 days the Lease Renewal card says "Your renewal offer was withdrawn" with the date and your lease end date, and the Lease Status tile says so too ("Renewal offer withdrawn"). Once your lease has ended, the tile and the lease's tag read Offer withdrawn. Contact NEPREM at team@neprem.com or 617-683-1148 with any questions.
The Renters Insurance card shows whether NEPREM has your proof of coverage: On file, Expires soon (within 30 days), On file, pending review, New copy needed, Expired, Missing (when your lease requires it) or Not on file. If you rent business (commercial) space, the card is called Proof of insurance ("Your business insurance certificate"), and you send your business insurance certificate the same way.
To send proof:
The page says your proof was received and is pending review. You get an email receipt right away, and another when NEPREM has reviewed it. If it is accepted, the card shows On file. If NEPREM cannot accept it (for example it is hard to read), the card shows New copy needed with the reason, and you can upload a clearer copy the same way.
Once your proof is on file, the upload form is folded away under Upload a new proof; tap it to send a renewed policy. It opens by itself when nothing current is on file, when your policy has expired or ends within 30 days, or when NEPREM asked for a new copy. When NEPREM has switched expiry reminders on, you are also emailed about 30 days before your coverage ends and on the end date.
Messages you receive appear in the same card, grouped into conversations (20 per page; use Older and Newer to page). Unread ones are highlighted and open when you tap them.
You can attach up to 3 files to a message or reply: JPG or PNG photos, or PDFs, up to 10 MB each (Photos or PDFs (optional)). On an iPhone, pick the photo from your photo library so it is sent as a JPG. Only the people you send it to and NEPREM can open the files; the email notice says how many files there are but does not carry them.
You can send up to 10 messages an hour and 30 a day. For anything urgent, call 617-683-1148.
The Notifications list at the bottom of the page collects portal notices from the last 90 days (new documents, payment problems, building announcements), 20 per page. The N notifications link at the top of your page jumps straight to it. A notice may have a button that takes you to the item. Tap Dismiss to clear one, or Dismiss all (you are asked to confirm). Building announcements and meeting invitations also come to you by email. You can answer a meeting invitation straight from the email: tap your answer, then press the confirm button on the page that opens (for example Confirm: Yes, attending). Nothing is recorded until you press it. You can change your answer under Next meeting in Latest from your building until the meeting takes place.
If NEPREM or your building's board issues a violation notice for your unit, you get the first notice by email and in your Notifications list. The email is not sent if you unsubscribed from NEPREM email or turned off Email alerts. There is no violations card in your portal. With questions about the notice, reply to the email or contact NEPREM at team@neprem.com or 617-683-1148.
Tap Notification settings in the Profile & Settings card to open Notification Preferences. You can switch these on or off, then tap Save Preferences:
Payment receipts, failed or past-due payment notices, lease and account emails, and messages NEPREM staff send you are always sent. The page says: "Building announcements and meeting notices go to everyone at the building whatever you switch on or off above; only unsubscribing stops them." To stop non-essential NEPREM email, tap Unsubscribe from NEPREM email on the same page (you are asked to confirm). Unsubscribing stops announcements, meeting notices, rent reminders, monthly statements and the violation emails described above. Receipts and past-due notices still come. If you unsubscribed by mistake, Profile & Settings shows a notice that your email is paused, with a Resume email button (it is also on the Notification Preferences page).
In the Profile & Settings card, Push notifications can send small alerts to your phone or computer. It shows On or Off. Tap Turn on and allow notifications when your browser asks. Tap Turn off to stop them. On an iPhone or iPad, first add neprem.com to your Home Screen (Share, then Add to Home Screen) and open the portal from there. If alerts you set up before September 2026 stopped, turn them on again on each device. 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 pets and vehicles, your paper mail choice, phone alerts and account links. It is the one place to change your name, phone, email and emergency contact.
Your name, email, phone and emergency contact are visible to NEPREM and to your landlord.
Below your details, Pets and vehicles (marked Optional) is where you list the pets and vehicles at your home. You may have filled it in already on the Move-In Guide (Section 4). This is where you change it later.
If something needs fixing, for example a pet with no type chosen, the card says what to fix and saves nothing. What you typed stays in the form.
Who can see your pets and vehicles:
The form repeats who can see them, for your home.
One fee: 5.49% of the amount you pay by card. Bank transfers (ACH) are free, and so are checks. The portal shows the exact total on the Pay button 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.
No. NEPREM never charges tenants application, screening or placement fees. If anyone asks you for one, email team@neprem.com.
First check that you are using the email address NEPREM has for you. If you forgot your password, use neprem.com/forgot-password (Section 2). If the portal says sign-in is paused, wait 15 minutes, or set a new password, or call 617-683-1148.
It means an earlier month is still unpaid, or this month's rent is unpaid after your grace period has ended. "Due today" and "Due now" mean rent is due but not yet past due. Pay from the Account Ledger card (Section 5).
Declines almost always come from your bank: a daily limit, a fraud hold or a typo. Check the card number, expiration, CVC and ZIP, or try another card. You can also pay by bank at no charge. If it keeps failing, call your bank or the office.
A declined card shows on the payment page, not in an email. When a bank payment does not go through (your bank returns it), NEPREM emails you a "Payment Failed" notice. It 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 notice names one, otherwise empty, so type the Ref number from your bill. If that bill is from before a 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. An Auto-Pay charge that does not go through gets Auto-Pay's own email (Section 6).
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 for the same bill, contact NEPREM right away with the date and amount and we will look into it.
Every online payment emails a receipt to the payer as soon as it goes through. Check your spam folder and confirm your email in Profile & Settings. If you still need a copy, contact the office.
Bank payments take 1-4 business days to clear. The Balance tile shows the payment as processing until then, and you get an email when it clears.
Auto-Pay only charges on your charge day. Your first charge is on your next charge day, not today (Section 6). It also skips a month when you owe nothing, or when the payment would go over your "Never charge more than" limit, or when another payment is still clearing. With Total balance and no limit, it also holds a month whose balance is more than 3 times your usual payment (Section 6). 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 6). If it skips for the limit, because another payment is clearing, because it held the month or because of a dispute, you are emailed.
NEPREM posts each month's rent about two weeks before it is due. It shows as "upcoming (not yet due)" and is not late until the due date.
Yes, once next month's rent is posted. When you tap Pay by bank (free) or Pay by card and nothing is due, look for Want to get ahead? (Section 5).
Yes. They can use Quick Pay at neprem.com/quickpay with your reference number. They do not need an account (Section 5). If two people pay the same amount the same way for the same bill on the same day without signing in, the second payment is not taken (Section 5): to pay your own share, sign in first. After you move out, a bill reference for your move-out month or earlier cannot be paid online by you or by anyone paying for you (Section 5).
In the Lease Information card, tap Download Signed Lease (PDF) when it is there. Your lease may also be in Documents (Section 11).
Use Print My Statement and pick a period, or Download CSV in the Account Ledger card (Section 7).
In Profile & Settings (Section 13). The account page (neprem.com/account) only handles your password and two-step sign-in.
Fire, smoke, a gas smell or someone hurt? Call 911 first. Then, and for a flood, no heat or a lockout, call 617-683-1148 now. Your landlord's contact details are also on your dashboard. Anything that can wait, send a message in the portal or email team@neprem.com.
| Need | Contact |
|---|---|
| Questions, billing, portal help | team@neprem.com |
| Fire, smoke, a gas smell or someone hurt | Call 911 first |
| Phone (office and urgent repairs) | 617-683-1148 |
| Office hours | Monday to Friday, 8am to 4pm Eastern |
| 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 |
Use this for problems with the website itself: signing in, paying, a balance that looks wrong, or a page that will not load. For a repair at your home, use Maintenance Requests (Section 8).
You get an email ("Update on your portal report") when NEPREM replies. The same page lists Your previous reports with their status (Open, In progress, Resolved or Closed), and you can add a message to any of them.