If a tenant says they made a payment but it's not appearing in DoorLoop on their lease or in the Receive Payments section, the most likely cause is that the tenant did not complete the payment process despite thinking they did.
What To Do
Ask the tenant to check their bank account statement to confirm whether a payment was actually initiated
If they believe a payment was made, ask them to share a screenshot of their bank statement or payment confirmation
Contact DoorLoop support with the screenshot — support can check whether a payment was submitted on your account