Payment applied to the wrong invoice (e.g., Q3 instead of Q2)
If a homeowner paid but their payment was applied to an incorrect invoice (such as a future quarter instead of the current one), do not attempt to fix this by canceling and reinstating invoices yourself — this can create balance discrepancies that are difficult to reverse.
The recommended steps are:
Review the unit's payment history in the Units tab to confirm the exact payment amounts and which invoices they were applied to.
If you need the payment moved to a different invoice, contact support@payhoa.com with the unit address, payment date, amount, and which invoice it should have been applied to.
Payment applied to the wrong unit (credit card payments)
Credit card payments that were processed to an incorrect unit cannot be moved by admins through the PayHOA interface. This requires a backend transfer by PayHOA's development team.
To request a transfer:
Email support@payhoa.com with the following details:
The unit the payment was incorrectly applied to
The unit it should have been applied to
The payment date and amount
The homeowner name (if known)
PayHOA support will submit a development request. Once complete, you will be notified and the payment will appear on the correct unit.
Why does this happen?
This can occur when multiple units are associated with the same payer (for example, a property management company or a homeowner who owns multiple units). When a payment is made, it may be applied to one unit automatically even if the payer intended it for another.
Checking a unit's payment history
To review all payments and invoices for a specific unit, go to Units → [Unit Address] → Payments. You'll see a full list of invoices and which payments were applied to each one.
Need help?
Contact support@payhoa.com and the team can look up transactions and correct misapplied payments.