Payment limit errors occur when a tenant has reached the maximum payment amount allowed for their payment method. (For example, credit/debit card payments are typically capped at $2,500–$3,500 per month, while ACH payments often have higher limits, such as $5,000–$10,000 per month.) Common errors include:
"Your payment could not be processed due to an internal error"
"You cannot pay this amount using this method because it exceeds the limit"
Payment method is grayed out and cannot be selected
VPN-related errors: Payments may be blocked if the tenant uses a VPN or a network with VPN-like security filtering.
Outdated phone numbers: Payments may fail if the app attempts to verify a tenant’s identity using an outdated phone number.
ACH setup issues: Payments cannot be processed if no bank account is linked for ACH transactions.
How to Fix It
Request a rent payment limit increase by following the instructions in Request a Limit Increase for Rent Payments.
To request a limit increase, follow these steps:
Navigate to Accounting > Incoming Payments.
Open the Usage & Limits Info tab.
Click Request limit increase.
Provide the following details:
Merchant account name.
Requested limit amount.
Supporting documents (e.g., 3 months of bank statements, signed lease).
Submit the request for review. Processing typically takes 1–2 days.
Note: Credit and debit cards have a significantly lower limit than ACH payments. If the tenant is near their credit card limit, switching to ACH may resolve the issue without needing a limit increase. ACH payments generally have higher limits, ranging from $5,000 to $10,000 per month, making them a suitable alternative for larger transactions.
Additionally, tenants can split credit card payments into smaller amounts that fit within the limit, though the 30-day rolling limit still applies.
A grayed-out payment method can also mean that method (ACH or Credit/Debit Card) is disabled in the tenant portal permissions — check the lease and property settings to confirm it is toggled on. Additionally, ensure the default account for receiving payments matches an active merchant account to avoid 403 errors.
If an immediate payment is required and limits cannot be increased in time, consider accepting the payment outside of DoorLoop and manually recording it in the system.