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FAQs
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Frequently Asked Questions

Below you’ll find answers to the questions by topic that board members and homeowners most often ask.

If you are unable to find the answer to your question below, please fill out the short form here and one of our community experts will reach out to you.



> New to Sentry Management? Start Here.

CommunityPro® is a private and password-protected portal for each Sentry-managed community. After logging into the portal, homeowners can access their individual information, pay assessments, review their account status, access governing documents and regulations, and stay informed.

If you have not yet signed up for an account, select “New User Registration” on the CommunityPro® login page here. If you need help registering, you can view our tutorial here.

Yes. If you have automatic payments or bill pay set up with your community’s former management service, you will need to cancel future payments and set up payments with Sentry Management instead. Once you receive your payment coupons from Sentry Management, you will have the necessary information to change the automatic payment information with your banking institution.

Your previous management company will provide Sentry with a ledger card for each homeowner. If advance payments have been made, those will be reflected in the ledger.

Sentry provides homeowners with many ways to pay, including eCheck transactions, check payments via mail or in-person, credit or debit card payments, or payment by phone. Transaction fees may apply depending on the payment method you select. Sentry also offers a free AutoPay option once your association has been set up in Sentry’s system. Click to view and compare available payment methods.

When Sentry Management is hired by your community, or when you purchase a home in a community managed by Sentry, you will receive a welcome letter in the mail that accompanies your coupon books. This letter will include contact information for your local office and community manager. You can also find your community manager’s contact information at any time on your welcome page when you log into your CommunityPro® account here. If you need to find contact information for your local Sentry office, click here.

Coupon booklets will be mailed out as soon as Sentry Management receives all of the homeowner information from your association or from your association’s previous management company.  Please call customer service at 800-932-6636 and select option 3 if you have not received your coupons by the 15th of the first month.

> Payment Questions

You can make a one-time payment or schedule payments via AutoPay at mysentrypay.com. If you’d like to make a payment over the phone, please call, toll-free, 888-786-6496.

For your convenience, Sentry provides multiple payment options, some via a third-party payment provider.

Fee-free options include AutoPay via eCheck and checks sent by mail. Payments made by debit or credit card, via phone, or via a one-time eCheck are subject to transaction fees to cover the cost of that service.

You can view and compare the convenience fees for every payment option here.

An eCheck is an electronic version of a paper check that provides different payment processing times and less waste. With an eCheck, money is electronically transferred from the payers’ checking account and directly deposited with Sentry’s bank. Signing up for AutoPay creates a recurring automatic payment via eCheck with no stop date. There is no charge to pay by eCheck when you use AutoPay. However, if you are only making a single payment by eCheck, or you set up payments to stop on a particular date, a convenience fee will be charged. You can view and compare the convenience fees for every payment option here. You can sign up for AutoPay here. If you need help signing up, you can find a step-by-step signup tutorial here.

Your username and password for mysentrypay.com is different from your CommunityPro® user name and password.

If you forget your username or password for mysentrypay.com, you can use the links on the sign-in form to recover them, or use the “Find me” tab to search by your account number.

Remember, your 16-digit account number shown on your payment coupons is required to complete any transaction.

Your account number can be found on the coupon booklet that was mailed to you, or you can contact customer service at 800-932-6636 or customerservice@sentrymgt.com.

You can view your payment history by logging into your CommunityPro® account here and clicking on “Ledger Card.”

If you have not set up your CommunityPro® account yet, you can register here by clicking the “New User Registration” button.

For credit card payments, please check with your bank.

Log into your account here to make secure payments and view your account balance through our third-party payment provider.

To view your full transaction history, log into your CommunityPro® account here and click on the “Ledger Card” option on the menu located on the left side of the screen. The total balance displayed will include any special assessments. The ledger card displays transactions in descending order, so the most recent payment or transaction will be listed at the bottom of the page.

Please note that if there is a lien placed on your account and it has been sent to an attorney, you will need to reach out to the specified attorney to view your account balance.

If you are set up on a dynamic AutoPay schedule, the special assessment will be paid with your regular assessment on the regularly scheduled date. If you are set up on a fixed AutoPay schedule, the special assessment will not be paid with your regular assessment. You will need to make a separate payment for your special assessment, or you may alter your current fixed AutoPay schedule to include the special assessment.

If you are set up on a dynamic AutoPay schedule, the new assessment amount will be drafted automatically. If you are set up on a fixed AutoPay schedule, the payment amount established will continue to draft. You will need to log in to your account and update your payment schedule to the new amount.

To review your AutoPay setup, please log into your account at mysentrypay.com and click on “Manage AutoPay.” You will be able to see whether you have selected “Dynamic AutoPay” which will pay your current balance each month, or “Fixed AutoPay” which will only pay the set amount each month that you have selected.

Yes, if you are using your bank’s bill pay service, you will need to update the payment amount with your bank.

Unfortunately, Sentry Management is not authorized to stop payments with financial institutions on a homeowner’s behalf. You can request a stop payment directly through your financial institution.

If you discover the error the same day you made the payment, you can call 800-932-6636 to void the payment. If you are calling after the day you made the payment, you may need to wait up to 5 business days for the payment to finish processing before we can issue a refund.

The online payment user guide is available here. If you still have questions or concerns you can contact customer service at 800-932-6636 or customerservice@sentrymgt.com.

> Homeowner Questions

Click on the “forgot password” button on the log-in page. An email with a password reset link will be sent to the email address associated with the account.

You can find the form to request new or replacement coupons here.

To stop receiving assessment coupons in the mail, log into your CommunityPro® account here. Go to “Your Profile” and un-check “Assessment Coupons” under “User Preferences”. Once you have logged in, you can also sign-up for a different method to make your automatic payments via automatic debit withdrawal or credit card charge.

If you have been issued a refund but have not received it within 10 business days, you can send an email to homeownerrefund@sentrymgt.com for an update.

 

You or the title company can order documents online, including mortgage questionnaire, estoppel, resale demand and trustee letters, by clicking here. If you need additional assistance, please call 407-788-6700 ext. 42000.

 

You can log into your CommunityPro® account here and select “Work Order Request” from the menu on the left. If your community does not have the work order feature enabled, please contact your community manager or your local office. If your request is an emergency, please call your local office.

 

You can access your association’s documents any time by logging into your CommunityPro® account here. Once you have logged in, click on “Information Center” in the left-hand menu, then select the documents you want to view or print.

You can find your community manager’s contact information at any time on your welcome page when you log into your CommunityPro® account here. If you need to find contact information for your local Sentry office, click here.

 

Your coupons will be mailed out once your association approves a budget for the upcoming year. If your association has not approved a budget for the coming year by November 15th of the current year, you will receive an individual coupon or statement for January and for each subsequent month until your association approves a new budget. Once your association has approved a budget, you will receive a coupon book for the remaining months of the year.

If your association has not yet approved a budget for the coming year, you will receive an individual coupon or statement for January and for each subsequent month until your association approves a new budget. Please remit payment in the amount of the current assessment to avoid late penalties. Once the budget has been approved for your association, you will be notified of any change to the assessment and will receive assessment coupons for the remainder of the year.

Once your association approves a budget for the upcoming year, you will receive a budget notice in the mail notifying you of your monthly assessment amount.

 

Your association’s board of directors and/or governing documents determine the date of the budget meeting.

You can request a change of address, phone number or email address in any of the following ways:

1. Fill out the form here

2. Mail a written request to:

Sentry Management, Inc.

2180 West S.R. 434, Suite 5000

Longwood, FL 32779

3. Email the change to customerservice@sentrymgt.com

4. Fax the change to (407) 788-7488

Please note we cannot accept change requests over the phone.

> Board Member Questions

Board members can access their association’s financial information in real time, 24/7, through the “Board Room” tab in their CommunityPro® account. Once you are logged in, you can retrieve on-demand reports any time and download them for detailed review. You can also find things like account notes and vendor contracts here.

Sentry provides a guide to your association’s financial report at the bottom of the “Financial Reports” page under “Board Room” in your CommunityPro® account. Sentry also offers an accounting help desk to assist association board members. You can submit questions or resolve account balance discrepancies by emailing Sentry’s accounting pros at accountinginfo@sentrymgt.com.

You can log into your CommunityPro® account here and select “Work Order Request” from the menu on the left. If your community does not have the work order feature enabled, please contact your community manager or your local office. If your request is an emergency, please call your local office.

You can view a CommunityPro® tutorial created just for board members here.

Click on the “forgot password” button on the log-in page here. An email with a password reset link will be sent to the email address associated with the account.

> Realtors or Title Companies

To order closing documents online, including mortgage questionnaire, estoppel, affidavits, resale demand and trustee letters, please click here. If you need additional assistance, please call 407-788-6700 ext. 42000.