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What Do I Do If I'm Having Payment Issues on the Tenant Portal?
What Do I Do If I'm Having Payment Issues on the Tenant Portal?

If you're a tenant and you're having issues making a payment, here are some common fixes.

Samuel avatar
Written by Samuel
Updated over a week ago


Rent payments through the Tenant Portal can be effortless and simple. However, every now and then, you might run into some technical issues or need to alter an Auto-Pay. Below are some issues you might run into and what to do when those issues arise.


Can't Access the Tenant Portal

If you're trying to pay your rent and can't log in to the Tenant Portal, there are a few troubleshooting steps you can take. Common errors you might encounter are the following:

  • I don't remember my password.

  • I lost my invitation.

  • Invalid email.

If you have encountered any login issues, please check out the article: Having Login Issues With Your Tenant Portal?

Cancel Auto-Pay

If you have a credit on your account or need to pay a different amount from the usually rent amount, you will need to disable and cancel your Auto-Pay (autopay, auto payment, auto pay) if you have one set up. If you don't, you will still be charged the total amount of the Auto-Pay even if you don't owe that amount. These steps on how you would cancel your Auto-Pay:

  1. Log into your Tenant Portal.

  2. From the main Overview page, click the Payments tab at the top.

  3. You should now see the Payments page. On there, you will see a button that reads, Cancel Auto-Pay.

  4. Click Cancel Auto-Pay. You’ll get a popup to confirm you want to delete the auto-pay.

  5. Click Delete.

That’s it. Your recurring auto-payment is now deleted. If you want to enable it again, you’ll have to go through the process of creating a new Auto-Pay schedule.

Merchant Account Not Found

If you are trying to pay your rent and you come across this error - Merchant Account Not Found, it means that your landlord has not yet set up their merchant account to accept payments. In this instance, you're going to want to reach out to your landlord and let them know you want to make an online payment and how you should proceed.

Can't Verify My Bank Account

Are you having issues verifying your bank account? We have a step-by-step article that will show you how to manually verify your bank account with micro-deposits. Read about that here.

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