DoorLoop allows tenants to make payments online. While the process of paying online is painless, sometimes issues may arise. This article offers advice on what to do if a tenant or association owner says they cannot pay online.

Below are frequently asked questions in relation to the tenant payments.

If your tenant is receiving an error when trying to make a payment, please confirm with them what type of error they are receiving with the exact message they receive. This will help confirm what type of issue it is.

If your tenant receives the following error message while trying to make online payments, "Online payments are currently unavailable," this means that the bank currently associated with the property does not have a merchant account set up on it.

Make sure that the bank account assigned to the property has an active Merchant Account set up. If it isn't, set that up first. If it's the incorrect bank, assign the correct bank with the merchant account to the property.

You need to set up the default banks for the property, either at the company level or on the property level.

If your tenant is unable to make a payment because the payments option is not showing, you want to make sure that ePay is turned on in the tenant portal settings. You can check this in the company, property, or lease level settings.

It is possible that the tenant just doesn't know how to use Tenant Portal to make payments. Direct them to the article: How to Make a Payment Through the Tenant Portal. This will explain how to make both credit card and ACH payments.

If the tenant can't verify their bank account for ACH payments, we have step-by-step instructions on how to verify their bank account instantly or manually. Send them this article: How to Verify Your Bank Account on the Tenant Portal.

Note that not all banks support instant verifications from their online banking portal, so in those cases, have the tenant try to manually verify their bank account.

Have the tenant double-check that all their information is correct, specifically their address and bank account or credit card information. Entering incorrect information can cause payments to fail.

Returned payments occur when a tenant's bank rejects the transaction. Common reasons can be insufficient funds, invalid accounts, or even an account that is closed.

Those are just some basic issues. You can check the reason for this by looking at the ACH payment return codes. Here's the article with all the ACH codes: ACH Payment Return Codes and What They Mean. In most cases, your tenants will need to contact their bank.

Insufficient funds are reported by the tenant's bank to the processor. Your tenant needs to call their bank and ask them why their payment was rejected.

This payment unsuccessful error occurs when the tenant has reached the rent payment limit with the payment type they are trying to use: "Your payment could not be processed due to an internal error." If it looks like they are still within their limit, it could be that they are trying to pay with a credit card or debit card, which has a significantly lower limit than an ACH payment. To fix this, you'll need to request an increase in the rent payment limit. You can do this following the instructions here: Request a Limit Increase for Rent Payments.

To see if a tenant has a pending payment being processed, go to Accounting > Receive Payments. All e-pays made by your tenants will appear there, along with their processing status and when they will be deposited into your bank account.

Most likely, the tenant did not complete the payment despite thinking they did. Have the tenant check their bank account statement to see if a payment was made. If possible, ask for a screenshot from your tenant and we can check to see if there was a payment made or not.

The "You cannot pay this amount using this method because it exceeds the limit" error is normally seen on the tenant's saved credit cards. This occurs when the tenant has reached the rent payment limit of their credit card. To fix this, you'll need to request an increase in the rent payment limit. You can do this following the instructions here: Request a Limit Increase for Rent Payments.

This occurs when the tenant has reached the rent payment limit of their payment method. To fix this, you'll need to request an increase in the rent payment limit. You can do this following the instructions here: Request a Limit Increase for Rent Payments. This can also occur if the payment method in question has been disabled in the tenant portal permissions. Make sure that the ACH or Credit Card / Debit Card option is toggled on for the tenant to be able to use those payment methods.

For the security of the tenant, creating payments are not allowed when impersonating a tenant. This is when you log into your tenant's portal through your dashboard. This also includes setting up any auto payments (auto-pays) on their behalf.

However, you can log into a tenant's portal with their username and password using this link, making payments, and setting up auto-pays like that.

If you need help or have additional questions or concerns, please contact our customer support agents for help.

The following payment methods are accepted on the tenant portal when you have a merchant account set up:

No. Tenants cannot pay on the portal using Venmo, PayPal, or Zelle.

Tenants pay 3.25% for all credit card, debit card, Apple Pay, and Google Pay transactions. For ACH / Bank Transfer / e-Check fees, these are based on your subscription tier. Premium subscription tenants pay $0 in ACH fees. Pro subscription tenants pay $0.99 in ACH/e-check fees. Starter subscription tenants pay $2.49 in ACH/e-Check fees.

If the tenant is showing higher fees than what's listed, they are most likely using a credit card of a debit card to make payments which will see a platform fee of 3.25% fee of the total of their payment.

If your tenants can't make partial payments, it means that the option to allow partial payments is turned off in the tenant portal settings. Please check the company, property, and lease level settings to see if these are turned off. If so, turn them back on.

It is not possible to cancel a payment that is currently being processed. You will need to wait for the payment to complete processing, which has two possible results:

Regardless of the outcome, you will not be able to cancel a tenant's ePay while it is being processed

If your tenants can't edit the amount they can pay, it means that the option to allow partial payments is turned off in the tenant portal settings. Please check the company, property, and lease level settings to see if these are turned off. If so, turn them back on.

If the balance due on the lease doesn't match that of the tenant portal, check if all the charges on the lease are current charges. If the date of the charge is set in the future, it will not appear as a Balance Due on the tenant's portal. Instead, it will appear in the Upcoming Charges section of the portal.

This error can occur if the tenant uses the wrong URL to log into their tenant portal. Direct them to use the URL https://app.doorloop.com/auth/login and log in with their current email and password.

Another reason could be that the tenant is also a User on your DoorLoop account. If this is the case, they may need to use a different email address for their tenant portal and user account.

Please contact customer support about international payments.

Auto-pays (recurring payments) that are set up by the tenant will be run each payment period based on the amount that they set. This amount will be taken each month and will not adjust regardless of any open credits or extra charges there might be.

If you need to turn off rent collection for a lease or online payments in general, there are several options you can take:

If a tenant pays with a bank account and their payment is declined or rejected, they need to contact their bank and ask why. When payments are declined or rejected, it is because the tenant's bank is the one rejecting the payment, not Stripe.

One possibility is a change in their billing address. Please ask the tenant to confirm their Zip Code and billing address is correct when they make the payment.

This error occurs if the payment method they are trying to enter is not allowed by the system. This can include using an international bank account or credit card, or an FSA card, just to name a few. In these instances, they will need to use a different payment method.

This means that the bank account number you entered is not formatted correctly, likely having the wrong number of digits or failing a check digit validation, indicating an invalid account number that cannot be processed as is.

No, you cannot add new payment methods that aren't officially accepted by DoorLoop. Acceptable payment methods currently are credit and debit cards, ACH, Google Pay, Apple Pay, CashApp, Chime, and CashPayments by Western Union. All other payment methods you would need to accept outside of DoorLoop and then record the payment in DoorLoop manually.
​

If it looks like your tenant's payments are a different amount than what they owe, make sure that partial payments are indeed turned off at the company, property, and lease level. If they are, check to see if maybe the auto-pay they set up is for an incorrect amount. Auto-pays are taken for a specific amount regardless of what the actual balance is.

When tenant payments are declined, it means that their bank has decided not to honor the transaction. Some common reasons for this include:

Ultimately, it’s the tenant’s responsibility to ensure they are able to make their online payments. If their payment is declined, they should reach out to their Bank to find out why or try to use a different payment method.

If a tenant seems to be only able to pay their rent amount and nothing else, please enable partial pay for them so they can pay extra amount due. You can do this by going to their Tenant Portal settings and enabling the "Allow partial payment" option.

No. When tenants make a payment, you will only see the amount paid minus any fees they may have paid. Platform fees do not appear on your reports because those fees are not received by you. They go directly to the payment processor.