Overview
Rent payments through the Tenant Portal can be effortless and simple. However, every now and then, you might run into some technical issues or need to alter an Auto-Pay. Below are some issues you might run into and what to do when those issues arise.
Troubleshooting
What if I can't access the tenant portal?
If you're trying to pay your rent and can't log in to the Tenant Portal, there are a few troubleshooting steps you can take. Common errors you might encounter are the following:
I don't remember my password.
I lost my invitation.
Invalid email.
The Tenant Portal might be inactive.
If you have encountered any login issues, please check out the article: What do I do if I can't log into my Tenant Portal?
How do I cancel my Auto-Pay on the tenant portal?
If you have a credit on your account or need to pay a different amount from the usually rent amount, you will need to disable and cancel your Auto-Pay (autopay, auto payment, auto pay) if you have one set up. If you don't, you will still be charged the total amount of the Auto-Pay even if you don't owe that amount. These steps on how you would cancel your Auto-Pay:
Log into your Tenant Portal.
From the main Home page, click the Payments tab.
On the Payments page, click the Cancel Auto-Pay button.
You’ll get a popup to confirm you want to delete the auto-pay. Click Delete to delete your Auto-Pay.
That’s it. Your recurring auto-pay is now deleted. If you want to enable it, you’ll have to go through the process of creating a new Auto-Pay schedule again. Read the article: How to Make a Payment Through the Tenant Portal.
Why are online payments currently unavailable on the tenant portal?
If you are trying to pay your rent and you come across this error - Online payments are currently unavailable, it means that your property manager has not yet set up the ability for you to make payments. In this instance, you're going to want to reach out to your property manager and let them know you want to make an online payment and how you should proceed.
Why can't I verify my bank account?
Are you having issues verifying your bank account? We have step-by-step instructions on how to verify your bank account instantly or manually. You can read that here: How to Verify Your Bank Account on the Tenant Portal.
Not all banks support instant verifications so in those cases, try manually verifying your bank account.
What does it mean when my payment says, "You Have Exceeded the Transaction Limit?"
If you see the message, "You cannot pay this amount using this method because it exceeds the limit," under your saved payment method, you will need to contact your property manager. Otherwise, try setting a lower amount for the payment.
How do I cancel a duplicate payment?
If you made a second payment by accident, unfortunately, you will not be able to cancel that payment. You will need to contact your property manager to let them know that you made an extra payment by accident.
You would need to wait for your duplicate payment to clear first, and then your property manager can issue you a refund or a credit for the overpayment. However, if there are not enough funds to cover the second payment, that payment will be reversed and you'll be charged a reversal fee.
Why is my credit card being rejected?
A credit card payment can be immediately rejected for various reasons, and it's important to understand that the specific reasons may vary depending on the credit card company, the cardholder's circumstances, and the merchant's payment processing system.
Some common reasons include the following:
Insufficient Funds: If the available credit on the card is not sufficient to cover the transaction amount, the payment will be rejected.
Card Expired: If the credit card has expired, the payment will be declined. Cardholders should make sure to use a valid, unexpired card for payments.
Incorrect Card Details: Entering incorrect card information, such as the card number, expiration date, or CVV (Card Verification Value), can lead to a rejection.
Security Concerns: Credit card issuers and payment processors have fraud detection systems in place. Unusual or suspicious transactions, such as transactions in a different location or for unusually high amounts, may trigger a rejection until the cardholder verifies the transaction.
Payment Limit Reached: Some credit cards have daily or monthly spending limits. If the cardholder has reached their limit, the payment may be rejected.
Blocked or Frozen Card: If the cardholder has reported the card as lost or stolen, or if the card issuer has placed a temporary freeze or block on the card due to suspected fraud, payments will be declined.
For a complete list, please read the article: Why are my credit card payment attempts being rejected on the Tenant Portal?
Other Payment Issues
If you come across any other payment issues that are not listed above, please contact your property manager. They will be able to assist you.