Tenant Portal - Frequently Asked Questions
Frequently Asked Questions
23 articles
Getting Started / Account Access Issues
Having trouble accessing your Tenant Portal? Find help with logging in and getting set up.
What do I do if I can't log into my Tenant Portal?If you having issues when trying to log into your tenant portal, here are some possible fixes.
Making Payments Issues
Learn how to make payments, split rent with a roommate, and manage your payment activity.
What payment methods can I use on the Tenant Portal?This will be dependent on your property manager, but normally credit cards, debit cards, and ACH bank transfers are accepted.
How do I cancel a payment that is being processed?Payments in progress on DoorLoop cannot be canceled—once submitted, you must wait for the payment to complete before requesting a refund.
How can I split a rent payment with my roommate?DoorLoop does not auto-split payments between roommates—tenants can manually submit partial payments from the same portal balance.
Are my payments safe and secure on the Tenant Portal?Payments are secured by Stripe, a global leader in payment processing.
Can I use a payment method that’s already saved on another lease?Learn how payment methods work across multiple leases. Payment methods are saved separately for each lease, so you’ll need to add and save the same bank account or card individually…
Payment Errors & Troubleshooting
Running into a problem while trying to pay? Find answers to the most common payment errors and how to fix them.
What do I do if I'm having payment issues on the Tenant Portal?If you're having issues making a payment on the tenant portal, here are some common fixes.
Why are my credit card payment attempts being rejected on the Tenant Portal?While credit card payments are convenient, they can sometimes fail. here are the top reasons why they can fail.
Why am I getting a "Your card does not support this type of purchase" error?Are you receiving this message when trying to make a card payment?
Why do I need to verify my bank account to make payments?Bank account verification is required for ACH rent payments under NACHA rules—DoorLoop and Stripe verify accounts to prevent fraud.
Why am I receiving a "Contact Property Manager" error when I try to pay?These are possible reasons why you are receiving a message to contact the property manager.
Fees & Charges Issues
Understand the fees that may appear on your account, including late fees, platform fees, and return payment fees.
How much are the late fees on my account?If you miss a payment or are late making a payment, you might incur late fees from your property manager.
What are Platform Fees and How Much Are They?Depending on the payment method used, you may be charged a platform fee for paying your rent online.
What are return payment fees on the tenant portal?Return payment fees are charged when a payment has been reversed during processing.
Western Union Payments Issues
Paying rent through Western Union? Get answers to common issues you may run into at the kiosk or with an agent.
Why Did the Agent Process My Payment as a Money Transfer?What to do if a Western Union agent used the wrong service type when processing your cash rent payment.
Why Is the Kiosk Showing a T6905 Error?What to do when a Western Union kiosk displays a T6905 error and will not let you complete your cash rent payment.
Why Can't the Western Union Agent Find My Account?What to do when a Western Union counter agent cannot find your account when you try to make a cash rent payment.
Why Can't This Western Union Location Process My Payment?What to do when a Western Union location tells you they cannot accept your cash rent payment.
Why Can't I Pay the Full Amount at Western Union?What to do when Western Union will not let you pay your full rent amount in a single cash payment.
Why Was My Payment Applied to the Wrong Lease?What to do if your cash rent payment was processed but did not show up on the correct lease.
Portal Features Issues
Learn how to use the tools available in your Tenant Portal, including messaging your property manager and viewing shared documents.
How do I message the property manager on the Tenant Portal?Messaging your property owner is as easy as creating a tenant request
How do I view files and documents my property manager has shared?You can view documents and files shared by your property manager on your tenant portal.
General Issues
New to DoorLoop? Learn what DoorLoop is and how it powers your Tenant Portal.
What is DoorLoop?If you're a tenant, DoorLoop is a property management software used to collect rent, view lease info, and make maintenance requests.