This error appears when payments are attempted while impersonating a tenant through the DoorLoop dashboard, or when the tenant uses the wrong login URL.
How to Fix It
Direct the tenant to the correct login URL — The tenant should log in at https://app.doorloop.com/auth/login using their own email and password.
Check for a shared email address — If the tenant is also a User on your DoorLoop account, they may need to use a different email address for their tenant portal account vs. their user account.
Note: For security reasons, creating payments or setting up auto-pays is not permitted when a property manager impersonates a tenant through the dashboard. The tenant must log in with their own credentials.