Overview
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.
Troubleshooting
Why is the tenant getting an "Online payments are currently unavailable" error.
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.
Check your tenant portal settings
You want to make sure that ePay is turned on in the tenant portal settings. You can check this is the company, property, or lease level settings.
Check the company default settings for the Tenant Portal to make sure ePay is switched on. You can do this by heading over to Settings > Tenant Portal. Go to the Features tab and check if the toggle for Enable Online Payments is switched on. If you need a refresher, read the article, Configuring Tenant Portal Settings.
Make sure that ePay is turned on for the property you are having issues with. You can find this information under the property's Settings tab and in the Tenant Portal settings. Go to the Features tab and if you're using the option to Specify portal features for this property, check if the toggle for Enable Online Payments is switched on. If the property is using the company default setting, you'll need to check that in the global settings under Settings > Tenant Portal.
Make sure that ePay is turned on for the lease you are having issues with. You can find this information under the lease's Settings tab and in the Tenant Portal settings. Go to the Features tab and if you're using the option to Specify portal features for this lease, check if the toggle for Enable Online Payments is switched on. If the lease is using the property default setting, you'll need to check that in the property's Tenant Portal settings.
The tenant does not know how to make payments online
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.
Why can't the tenant verify their bank account?
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.
Not all banks support instant verifications so in those cases, have the tenant try to manually verify their bank account.
Why is the tenant's payment method being rejected
Have the tenant double-check that all their information is correct. Specifically, their address information and bank account or credit card information. Entering incorrect information can cause payments to fail.
Why is the tenant's payments being returned and reversed?
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 why 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.
The tenant's payment method exceeds the transaction limit
This error occurs when the tenant has reached the rent payment limit with the payment type they are trying to use. To fix this, you'll need to request a rent payment limit increase. You can do this following the instructions here: Requesting a Rent Payment Limit Increase.
