Returned payments occur when a tenant's bank rejects the transaction after it has been submitted. Common reasons include insufficient funds, an invalid account number, or a closed account.

Check the ACH return code on the payment to identify the specific reason. See all return codes and their meanings here: ACH Payment Return Codes and What They Mean.

In most cases, the tenant needs to contact their bank to resolve the issue. If the payment was returned for insufficient funds and the tenant believes they had enough funds, have them call their bank directly — the bank is the one reporting the rejection to the payment processor.