DoorLoop Rentals: Frequently Asked Questions
Quick answers to the most common questions across all DoorLoop features for property managers.
By Samuel1 author174 articles
General Issues
Answers to common DoorLoop questions — business hours, data security, browser support, login help, and general platform FAQs.
- DoorLoop Business HoursDoorLoop support is available Monday–Friday, 9am–6pm EST, excluding holidays. Contact support via the chat bubble during these hours.
- File Storage Limits by DoorLoop Subscription PlanDoorLoop file storage is based on your plan: Starter gets 50MB/unit, Pro gets 5GB/unit, and Premium gets unlimited storage.
- Manage Properties in Multiple Countries on One AccountYes, you can manage properties in different countries on the same DoorLoop account, though only one currency is supported per account.
- Check If DoorLoop Is DownVisit doorloop.statuspage.io to see real-time and historical DoorLoop system status, performance data, and any active service interruptions.
- Access Old Reports After Canceling DoorLoopIf you need to access historical reporting data after canceling your DoorLoop account, contact support via chat to request temporary account access.
- 'Something Went Wrong' Error in DoorLoopFix the 'Something Went Wrong' error by logging out of DoorLoop, restarting your browser, and logging back in. Contact support if it persists.
- 'Invalid defaultLeasePaymentsAccount - Id not found' ErrorThis error appears when no default bank account is assigned to a property. Fix it by going to the property's bank account settings and assigning a default account.
- Validation Errors in DoorLoopA validation error means the entry you submitted is invalid — it may contain incorrect, missing, or extra information such as an invalid email or special characters.
- 'You Are Currently Logged Into Your Tenant's Account' ErrorThis error appears when you try to make a payment while viewing a tenant's portal in impersonation mode. Use the tenant's credentials or contact support instead.
- Submit Feature Requests and Bug Reports to DoorLoopSubmit feature requests, feedback, improvement suggestions, or bug reports by contacting DoorLoop support through the chat bubble and asking for a live agent.
- How to Schedule a Call in DoorLoopNeed to speak with our team over the phone? Scheduling a callback is simple.
Subscription and Billing Issues
Here are some frequently asked questions for general subscription-related questions.
- View Your Terms of Service or Subscription Plan DetailsDoorLoop is an online, subscription-based service with terms of service — there are no traditional contracts.
- Contact Support for Subscription Billing QuestionsFor billing questions about your DoorLoop subscription or account, contact customer support via the chat and ask to speak with a live agent.
- Cancel Your DoorLoop SubscriptionTo cancel your DoorLoop subscription, contact customer support via chat and ask to speak with a live agent. You'll need to complete a cancellation form to finalize the process.
- What Happens to Your Data When You Cancel DoorLoopWhen you cancel DoorLoop, export your data first via Reports. DoorLoop retains your data for 6 months after cancellation, so you can reactivate and pick up where you left off.
- Pause Your DoorLoop SubscriptionTo temporarily pause your DoorLoop account, contact customer support via chat. Let them know how long you'd like to pause and they'll make the appropriate accommodations.
- Pay DoorLoop Subscription by Check or Mail: Not AvailableDoorLoop does not accept checks or mailed payments for subscriptions. You must pay online using a credit card or bank account.
- View DoorLoop Current PricingView DoorLoop's current pricing for Rentals and HOA plans, including subscription tiers, features, and monthly or annual costs, on the DoorLoop pricing pages.
Leasing Issues
Frequently asked questions about leasing in DoorLoop — late fees, balances, lease lifecycle, tenant management, payments, and lease rules.
- How to Handle Duplicate Old Rent Charges Appearing on a LeaseDuplicate rent charges from past dates are usually caused by editing a recurring rent charge — the 'next charge' date gets set to a past date. Always verify the next…
- Reverse an Accidentally Renewed Lease in DoorLoopTo undo an accidental lease renewal, edit the end date in the lease's Lease Terms settings back to what it should be, then verify and update the recurring rent schedule.
- Cannot Change the Unit on a Lease in DoorLoopYou cannot change the unit on an existing lease. Instead, create a new lease for the tenant on the new unit, end the old lease, and transfer any security deposits…
- Old Tenant Receiving Notifications on a Lease With a New TenantIf a past tenant is getting rent notifications after a new tenant moved in, it's because the new tenant was added to the same existing lease. End the old lease…
- How Split Value Charges Appear on the Tenant's Lease LedgerSplit value charges only appear as split on the landlord's side of the lease ledger. Tenants see the individual charges broken out — not the split grouping — and see…
Management Fees Issues
Browse all management fee FAQs — bill creation, payout categories, fee timing, calculations, and late fee handling in DoorLoop.
- Apply Management Fee Changes to Previously Created BillsTo apply updated management fee settings to previously created bills, delete the old bills and recreate them — DoorLoop does not retroactively update existing bills.
- Different Management Fee Structures for Units on the Same PropertyDoorLoop does not support different management fee structures for individual units within the same property. Units needing different structures must be set up as separate properties.
- When to Run Management FeesRun management fees after collecting all tenant revenue and before recording owner distributions to ensure you don't accidentally distribute funds that belong to you.
- Fix Incorrect Management Fee CalculationsIf management fee totals look wrong, check that your fee categories and payout categories are all set to revenue/income account types — not expense categories.
General Accounting Issues
Answers to common accounting questions in DoorLoop — void checks, reconciliation issues, transaction corrections, and general ledger topics.
Merchant Account Issues
Frequently asked questions for your merchant account and incoming payments.
- External Merchant Accounts Aren't Supported for Tenant Portal PaymentsYou cannot use a third-party merchant account for online tenant payments in DoorLoop. You must set up a DoorLoop merchant account to accept payments through the tenant portal.
- 'Pending Review' Status on Merchant Account TransactionsA 'Pending Review' transaction has been flagged by Visa/Mastercard's Early Fraud Warning system. The review takes 5–7 days, after which the payment moves to Processing, then In Transit, then Paid.
- Why Tenants Must Verify Their Bank AccountsBank account verification for ACH payments is required by NACHA regulations as part of fraud prevention. It protects property managers from fraudulent payments and reduces returned transactions.
- Accepted Payment Methods on the Tenant PortalCredit cards, debit cards, ACH, Google Pay, Apple Pay, and CashPayments by Western Union are accepted on the DoorLoop tenant portal when a merchant account is active.
- Tenant Payments When Bank Account Is ClosedIf your bank account closes while you have an active merchant account, tenant payments will accumulate in the merchant account until you add a new bank account.
- 'Transactions Available to Pay Out Soon' Not ResolvingIf a transaction has shown 'Transactions Available to Pay Out Soon' for several weeks, check for payout errors in Merchant Account Setup. If none, contact DoorLoop support.
- Switching Default Bank Account: Effect on Tenant Auto-PaysTenants will need to reset their auto-pay whenever a bank account is updated in DoorLoop.
- Cancel a Merchant AccountDoorLoop recommends keeping your merchant account active even if you stop using it. To stop tenants from paying online, turn off online payments instead of canceling the account.
- Change Business Type on Merchant AccountTo change the registered business type on your DoorLoop merchant account, contact DoorLoop support — this change requires assistance from the support team.
Outgoing Payment Issues
Frequently asked questions for RapidPay, checkbook.io, and sending outgoing payments to your tenants, vendors, and owners.
- Checkbook.io ACH Direct Deposit TimelineAfter a recipient selects the ACH/Direct Deposit option for a Checkbook.io payment, funds typically arrive in their account within 4 business days.
- Checkbook.io Mailed Check Delivery TimeA mailed check sent via Checkbook.io is delivered by USPS and can take up to 30 days to reach the recipient.
- Verify a Checkbook.io Payment Email Was SentWhen you send a Checkbook.io payment, you receive a copy in your inbox. If it's missing, check your spam folder or contact DoorLoop support to confirm send status.
- 'Per-Account Sending Limit Exceeded' Error for Outgoing PaymentsThe 'Per-account sending limit exceeded' error means a single outgoing payment exceeds your Checkbook.io account limit. Contact DoorLoop support to request a limit increase.
- No Fee for Recipients to Receive Checkbook.io PaymentsRecipients of Checkbook.io outgoing payments are not charged any fee to receive or deposit their digital payment.
- Recipient: Delete a Bank Account or Cancel Auto-Deposit on Checkbook.ioRecipients can delete a saved bank account or cancel auto-deposit by logging into their Checkbook.io account and removing the bank account from Settings.
- Change the Bank Account for Checkbook.io Payment DepositsThe payment recipient is responsible for changing their deposit bank account in Checkbook.io. Property managers cannot change this on the recipient's behalf.
- What to Do When a Checkbook.io Digital Payment Fails for the RecipientWhen a Checkbook.io digital payment fails, the recipient should use the credit return notification email to re-attempt the deposit with correct banking information.
- Payment Fails Due to Incorrect Recipient Banking DetailsIf a Checkbook.io payment fails because the recipient entered incorrect banking details, funds are held by Checkbook.io until the recipient corrects their information.
- Void a Printed ePay Check Already Received by the OwnerIf an owner has already printed an ePay check you sent via Checkbook.io, issue a bank stop payment first, then void the check in Checkbook.io, then record a bank deposit…
- Cannot Use an Existing Checkbook.io Account With DoorLoopYou cannot connect an existing Checkbook.io account to DoorLoop. You must create a new Checkbook.io account with a separate login for use with DoorLoop.
CashPayments Issues
Frequently asked questions for DoorLoop CashPayments Powered by Western Union.
- CashPayments Processing TimeCashPayments made through Western Union take approximately 2 business days to reach your bank account after the tenant pays.
- CashPayments Transaction Fee for TenantsTenants pay a $3.95 fee per CashPayments transaction. There is no fee for property managers to use the CashPayments feature.
- CashPayments $5,000 Per-Transaction LimitEach CashPayments transaction is limited to $5,000 by Western Union. Tenants with higher rent amounts must split payments using partial payments.
- Find Western Union Locations That Accept CashPaymentsCashPayments are accepted at Western Union QuickCollect kiosk locations nationwide. Tenants can find locations from the Tenant Portal or westernunion.com.
- CashPayments Slip Missing Account NumberIf the CashPayments Slip shows no account number, the property may be missing a merchant account, an attached bank account, or the number may need time to sync.
- CashPayments: Counter Agent Says the Account Cannot Be FoundWhat to do when a Western Union counter agent cannot locate DoorLoop as a biller during a cash rent payment.
- CashPayments: Kiosk Shows a T6905 ErrorWhat to do when a Western Union Quick Collect kiosk displays a T6905 error and will not process a cash rent payment.
- CashPayments: Agent Processed It as a Money TransferWhat to do when a Western Union agent processes a cash rent payment as a money transfer instead of a Quick Collect bill payment.
- CashPayments: Location Does Not Offer Quick CollectWhat to do when a Western Union location tells your tenant they cannot process a cash rent payment.
- CashPayments: Payment Amount Exceeds $5,000What to do when a tenant's rent payment is over the $5,000 per-transaction limit for Western Union Quick Collect.
- CashPayments: Tenant Has Multiple Leases and Used the Wrong Account NumberWhat to do when a cash rent payment fails because the tenant used an account number from a different lease.
Importing Transactions and Reconciliation Issues
Browse all FAQs on importing bank transactions, Plaid connection issues, transaction matching, and reconciliation in DoorLoop.
- Bank Transactions Not Auto-Matching in DoorLoopFix bank transactions that aren't auto-matching in DoorLoop by checking for missing entries, wrong bank accounts, incorrect amounts, or incorrectly grouped deposits.
- Connect a Credit Card Account to Bank TransactionsTo connect a credit card to DoorLoop Bank Transactions via Plaid, the account must be set up as a 'Liability > Credit Card' type. Other account types won't appear as…
- Transactions Missing During Transaction MatchingIf DoorLoop transactions aren't appearing during transaction matching, they are likely undeposited. Create a bank deposit to make them available for matching.
- Property or Lease Not Showing in Bank TransactionsIf a property or lease isn't appearing in Bank Transactions during transaction matching, the property's default bank account likely doesn't match the bank you're reconciling.
- Can't Manually Mark Transactions as Cleared Without PlaidTransactions cannot be manually marked as 'cleared' in DoorLoop without Plaid — 'cleared' means matched to a Plaid-downloaded transaction. Use Reconciliation instead.
- View a Completed Reconciliation ReportAccess past reconciliation reports in DoorLoop by going to Accounting > Transactions > Reconciliation tab to see all completed reconciliations.
- Why undeposited funds don't appear for transaction matchingLearn why Undeposited Funds don't appear during bank reconciliation in DoorLoop, and how to convert and post payments as a deposit so they're available for transaction matching.
Reporting Issues
Questions related to reports - troubleshooting, tips, and tricks.
- View Monthly Tenant Payments Using the Transaction List ReportUse the Transaction List report in DoorLoop to view monthly payments made by tenants — filter by a time period and set Type to Payment.
- Closest DoorLoop Report to Schedule E (Form 1040)The closest DoorLoop report to Schedule E (Form 1040) is the Profit & Loss or Cash Flow Statement report, grouped by Property.
- Rent Amount Not Showing on the Rent Roll ReportIf a lease's rent amount is missing from the Rent Roll report, the lease likely doesn't have a recurring rent charge set up. Add one to make it appear.
Tasks, Work Orders, and Requests Issues
Frequently asked questions about tasks, work orders, and requests in DoorLoop — errors, notifications, filtering, and search.
- 'Linked Source/Resource Not Found' Error on a Task or Work OrderThe 'Linked source not found' or 'Linked resource not found' error appears when a task or work order was originally linked to another task or request that has since been…
- No Text Notifications for Tasks, Work Orders, or Requests in DoorLoopDoorLoop does not support text (SMS) notifications for tasks, work orders, or requests. Notifications are only available via push notification, the DoorLoop website, or email.
- Not Getting Notifications for Tasks or Work OrdersIf you're not getting task or work order notifications, make sure you're added as an Assignee on the task, the 'Notify Assignee(s)' box is checked, and notifications are enabled in…
Announcements Issues
Frequently asked questions about Announcements in DoorLoop — credits, costs, sending options, and managing announcements.
- Check Remaining Announcement Credits in DoorLoopCheck how many announcement credits you have left this month by going to Settings > Subscription > Subscription Details and finding the Announcement Credits section.
- Phone Number Used for Announcement Texts and Voice MessagesDoorLoop sends text and voice message announcements from (305) 422-9818 by default — this number cannot receive replies and is used only for outgoing announcements.
- Which Email Address Receives Announcements When a Tenant Has MultipleWhen a tenant has multiple email addresses, DoorLoop sends announcements only to their Primary Email — the first one at the top of their Contact Info list.
- Announcements Cannot Be Scheduled in DoorLoopDoorLoop does not support scheduling announcements for a future time — all announcements (portal, email, text, voice) are sent immediately when you click Send.
Communication Center Issues
Answers to frequently asked Communication Center questions in DoorLoop — what it is, how to use it, and common troubleshooting tips.
- Reply to Communications Center Messages From Your PhoneReply to Communications Center messages on your mobile phone using the DoorLoop app for iOS or Android — you'll get push notifications for new messages.
- File Types Supported via MMS in the Communications CenterVia MMS through the Communications Center, tenants, owners, vendors, and prospects can only send images and very short videos — no other file types are supported.
- Team Members Each Use Their Own Login for the Communications CenterEmployees don't share a login for the Communications Center. Each team member uses their own DoorLoop credentials to access and reply to messages from the shared virtual number.
- Cannot Port an Existing Number to the Communications CenterDoorLoop does not support porting an existing phone number to the Communications Center. You will be assigned a new virtual number when you sign up.
- No Group SMS in the Communications Center — Use Announcements InsteadThe Communications Center does not support group SMS messages. For mass texts to multiple recipients, use the Announcements feature in DoorLoop instead.
- Disable or Cancel Your SMS Messaging Account on the Communication CenterTo disable the SMS account you set up in the Communications Center, go to Settings > Communications Center and toggle off 'Send and receive SMS messages.' Your number is preserved…
Online Listings Issues
Frequently asked questions for online listings and partner platforms.
- Property Information Required for Online ListingsFor listing syndication, your property needs a description, photos, and amenities filled out — covering shared or exterior features like pools, driveways, and common areas.
- Unit Information Required for Online ListingsFor listing syndication, each unit needs a description, photos, and amenities filled out — covering interior features like appliances, flooring, AC, and alarm systems.
- How Long Before You Can Relist a Removed PropertyAfter removing a listing, most partner sites allow relisting within 24 hours. RentalSource requires approximately 72 hours before the property can be relisted.
- What 'Embed Your Listings' Does in Listing Syndication Settings'Embed Your Listings' in DoorLoop's Listing Syndication settings is used to display listings on your DoorLoop Customer Website — not for embedding on external websites.
- Find Your DoorLoop Company ID for ZillowYour DoorLoop Company ID for Zillow is found under Settings > Listing Syndications — toggle on the Zillow option and the Company ID will appear.
- Contact Zillow Support for Listing IssuesContact Zillow support by email depending on your issue: multi-tenant accounts, syndication feed issues, or general rental support each have separate contact addresses.
Rental Applications and Screening Issues
Frequently asked questions about rental applications and tenant screening in DoorLoop — setup, TransUnion, errors, applicants, and fees.
- 'Validation Failed' Error on Rental ApplicationThe 'Validation Failed' error on a rental application means one or more required fields are missing, invalid, or incomplete. Review every page for empty fields, invalid inputs, or formatting issues.
- Get a Copy of a Rental Application Payment ReceiptTo get a copy of a rental application payment receipt — either for yourself or to send to an applicant — contact DoorLoop customer support and ask to speak with…
- Prospects Being Charged $49.90 Instead of Your Custom Rental Application FeeIf applicants are being charged $49.90, the application is set to the 'All-in-One Solution' fee plan. Switch it to 'Custom Fee Plan' to use your own pricing.
- Cannot Edit a Prospect's Rental ApplicationYou cannot edit a submitted rental application directly. To make changes, resend the application to the prospect so they can update and resubmit it themselves.
- Applicant Not Appearing as a Prospect Due to Shared EmailIf an applicant isn't appearing as a prospect (or isn't showing when creating a lease), they likely used the same email as another applicant — DoorLoop groups both applications under…
- 'Set the Application Fee' Error on Rental ApplicationsThe 'set the application fee' error means no application fee plan is configured. Set one up under Settings > Rental Applications > Application Fee, and verify the property-level settings too.
- 'Identity Verification Failed Due to Residential History Address' ErrorThis TransUnion error means the applicant's residential history section has incorrect information — wrong country, misspelled street name, or other address errors. Have them correct it and resubmit.
- 'Invalid Verification Code' Error on Rental ApplicationThe 'invalid verification code' error means the applicant entered the wrong code or the code expired — verification codes expire after 60 seconds. Have them request a new code.
- 'Rental Application Is Not Assigned to This Email' ErrorThis error means the prospect is using a link assigned to a different applicant. Send them a new link using the Copy Company Link button from Leasing > Rental Applications.
- Applicant Terms of Service on DoorLoop Rental ApplicationsApplicants agree to DoorLoop's Applicant Terms of Service — including TransUnion's terms — as soon as they enter their email address and open the rental application.
- 'Rental Application Misconfigured' ErrorThe 'Rental application misconfigured, please contact the landlord' error means the property doesn't have a valid merchant account set up. Assign a bank account with a merchant account to the…
- 'Error Creating Address: Invalid Region' on Rental ApplicationThis error means the applicant entered a region that DoorLoop doesn't recognize — for example, using 'Estados Unidos' instead of 'United States'. They need to use the supported format.
- Screening Report Is Missing or IncorrectIf a TransUnion screening report has missing or incorrect information, the applicant must contact TransUnion directly to dispute their file under the FCRA.
- Missing TransUnion Screening Reports Due to Jurisdiction RestrictionsSome TransUnion screening reports may be missing because federal, state, or local laws restrict what records SmartMove can return in certain jurisdictions.
- Download a Blank Rental Application Form TemplateDownload a blank rental application form template from doorloop.com/forms — select 'Rental Application Form' under the Form Type dropdown.
User Management Issues
Frequently asked questions about user management in DoorLoop — invites, access, and role permissions.
Prospect and Tenant Management Issues
Frequently asked questions for managing your prospects and tenants in DoorLoop.
- Cannot Edit an Applicant's Primary Email AddressYou cannot change an applicant's primary email address in DoorLoop because it is tied to their rental application — it's a system constraint by design.
- Tenant Appearing Multiple Times on the Tenants Page When They Should Only Have One Active LeaseIf a tenant appears multiple times in DoorLoop when they should only have 1 active lease, it means they have some expired leases not ended or were moved into other…
- 'Tenant Portal Login Email Already Exists' ErrorThis error means another tenant or prospect is already using that email address. Each tenant needs a unique email or phone number — update or remove the duplicate.
- Tenant Primary Phone Number Limit in DoorLoopEach tenant can only have one primary phone number in DoorLoop, preferably a mobile number. Additional numbers can be saved as secondary contacts on their profile.
- Tenant Still Showing as Current After Lease Was EndedIf a tenant still appears as a current tenant after their lease ended, update the lease end date and disable month-to-month settings in the lease's Settings > Lease Terms.
Tenant Portal Issues
Frequently asked questions for tenant portal issues.
- Can't View Tenant's Portal in DoorLoopIf you can't view a tenant's portal in DoorLoop, check whether the tenant portal is active, the lease is active, or if the tenant has a duplicate profile.
- Tenants Not Receiving Portal Invite EmailsIf tenants aren't receiving portal invite emails or texts, check that the portal is active, their contact info is correct, and the lease is active.
- Tenant Can't Access the Tenant PortalTroubleshoot tenant portal access issues by checking whether an invite was sent, if the invite needs to be resent, or if there are common invite delivery problems.
- Do Tenants Need to Download the DoorLoop AppTenants don't need to download the DoorLoop app — they can access the tenant portal via web browser. The app is optional but provides push notifications.
- Switch Tenant Portal to SpanishThe DoorLoop tenant portal is available in Spanish. Tenants can switch to the Spanish version using the language settings in their portal.
- Tenant Requests Created by You vs. Submitted by TenantsThere is no difference between tenant requests you create in DoorLoop and those tenants submit online — tenants can see both in their portal.
- Tenant Notifications When a Request Is CompletedTenants do not automatically receive a notification when you complete a task. Post an update with 'Notify Tenant(s)' checked before marking the task complete to send them a notification.
- Set Up a Second Login for the Tenant PortalTo give a tenant a second login for their portal (e.g., for a co-signer or roommate), add the new email as an additional tenant on the lease using the Move-in…
- 'Contact Property Manager' Error When Tenant Tries to PayThe 'contact property manager' payment error usually means the merchant account isn't set up correctly for the property, or the tenant has reached their payment limit.
Tenant Payment Questions Issues
Browse all tenant payment FAQs — error messages, payment methods, fees, partial payments, auto-pays, and portal settings.
- 'Online Payments Are Currently Unavailable' ErrorFix the "Online payments are currently unavailable" error by checking your property's default bank account and merchant account setup.
- Make a Payment Button Not Showing on Tenant PortalTroubleshoot why the Make a Payment button is missing from the tenant portal by checking ePay settings at the company, property, and lease levels.
- Tenant Payment Limit ErrorsFix payment limit errors including 'payment unsuccessful', 'exceeds the limit', and grayed-out payment methods by requesting a rent payment limit increase.
- Tenant Payments Being Returned or ReversedUnderstand why tenant ACH payments are returned or reversed — caused by the tenant's bank rejecting the transaction due to insufficient funds, invalid accounts, or closed accounts.
- Cannot Cancel a Duplicate Tenant PaymentYou cannot cancel a tenant ePay while it is processing. Wait for it to complete — if it clears, refund the overpayment; if it reverses, no action is needed.
- Tenant Can't Verify Their Bank AccountHelp tenants who can't verify their bank account for ACH payments by directing them to the instant or manual verification guides, depending on their bank.
- Tenant Doesn't Know How to Make a PaymentDirect tenants to the step-by-step guide for making payments through the DoorLoop tenant portal, covering both credit card and ACH payment methods.
- Tenant Can Set Up Multiple Auto-Pays With Different Bank AccountsTenants can set up multiple auto-pays using different bank accounts by adding each bank account as a saved payment method on the tenant portal.
- How Tenant Auto-Pays Handle Balance ChangesTenant auto-pays can adjust to the actual lease balance if the tenant selected 'Entire Balance' or 'Set a maximum amount' when creating the auto-pay.
- Tenant Auto-Pay Amount Doesn't Match Balance DueIf a tenant's auto-pay amount doesn't match what they owe, confirm partial payments are truly disabled at all levels and check the auto-pay amount setting.
- Tenant Portal Balance Doesn't Match Lease BalanceIf the balance due on the tenant portal doesn't match the lease, future-dated charges are the likely cause — they appear as Upcoming Charges on the portal, not Balance Due.
- Turn Off Rent Collection for a TenantOptions for turning off online rent collection for a tenant or lease, including disabling online payments, ending the lease, or deleting a recurring payment.
- Not Receiving Cash Payment via Western UnionCash payments via Western Union typically appear in DoorLoop within 2 business days. If missing, have the tenant provide their receipt and contact DoorLoop support.
- Tenant Payment Not Showing in DoorLoopIf a tenant says they paid but the payment isn't in DoorLoop, they most likely didn't complete the payment. Have them check their bank statement for confirmation.
- Tenant Payment Declined or RejectedTroubleshoot declined or rejected tenant payments by verifying billing information and having the tenant contact their bank, since declines are issued by the tenant's bank, not DoorLoop.
- Tenant Payment Fees Not Appearing on ReportsTenant payment platform fees (3.25% or ACH fees) do not appear on DoorLoop reports because they go directly to the payment processor, not to the property manager.
- International Payments on the Tenant PortalDoorLoop may support international payments with account-level changes. Contact customer support to enable international payment processing for your account.
- Prepaid Cards Not Accepted for Rent PaymentsPrepaid cards (cash cards) are not accepted as a valid payment method for rent payments on the DoorLoop tenant portal.
- Accepted Payment Methods on the Tenant PortalFull list of payment methods accepted on the DoorLoop tenant portal, including credit cards, ACH, Apple Pay, Google Pay, and CashPayments by Western Union.
- 'Account Number Does Not Have the Correct Number Structure' ErrorFix the 'account number does not have the correct number structure' error by re-entering the bank account number with the correct number of digits.
- 'Unable to Authenticate Your Payment Method' ErrorResolve the 'We are unable to authenticate your payment method' error, which appears when a tenant uses an unsupported payment method like an international card or FSA card.
- 'For Security Reasons, Payments Not Allowed When Impersonating a Tenant' ErrorFix the 'payments not allowed when impersonating a tenant' error — caused by using the wrong login URL or a shared email between a tenant and a DoorLoop user.
- How can I manage and resolve tenant account credit and balance issues in DoorLoop?Learn how to manage tenant account credits, resolve balance discrepancies, apply credits correctly, and troubleshoot tenant ledger issues in DoorLoop to maintain accurate accounting and payment records.
DoorLoop Personalized Website Issues
Frequently asked questions in relation to DoorLoop personalized websites.
- Set Up a Personalized DoorLoop Customer Website With DoorLoopTo set up a DoorLoop personalized website, contact support and ask to speak with a customer support agent who will walk you through the process.
- Get the Website Intake Form for Your DoorLoop WebsiteThe website intake form is sent by the DoorLoop website team after you request setup through support — it is not available before then.
- Access Your DoorLoop Website DashboardLog into your DoorLoop website dashboard at sites.doorloop.com/login to edit and manage your personalized website after it has been created.
Referral and Affiliate Programs Issues
Browse all FAQs about DoorLoop's referral and affiliate programs — how to sign up, earnings, tracking links, payment, and promotion rules.
- Sign Up for the DoorLoop Referral ProgramSign up for DoorLoop's referral program at doorloop.com/refer to get a unique referral link via First Promoter and start earning $250 per referral.
- Who Can Join the DoorLoop Referral ProgramThe DoorLoop referral program is open to all existing DoorLoop customers and anyone who wants to refer someone to DoorLoop.
- How Much You Can Earn With the DoorLoop Referral ProgramEarn $250 per referral as an Amazon gift card once the referred customer has been active for 90 days. Payments are made on the 1st of the following month.
- What Happens if Your Referral Was Already ReferredIf someone you refer was already referred by another person, the commission goes to the first referrer — every referral must be a brand new DoorLoop account.
- How Your DoorLoop Referral Tracking Link WorksYour DoorLoop referral link (e.g. doorloop.com/join?fpr=***12345) tracks every signup and lets you monitor clicks and conversions via the First Promoter dashboard.
- Track Your Referral Campaign Performance in Real-TimeView clicks and referrals in real-time from the First Promoter dashboard at doorloop.firstpromoter.com.
- When and How You Get Paid for DoorLoop ReferralsReferral payments are $250 Amazon gift cards, issued on the 1st of the month after your referred customer has been active for 90 days.
- How the DoorLoop Affiliate Program WorksApply to the DoorLoop affiliate program on Impact, share your unique link, and earn commission when people complete a demo or subscribe to DoorLoop.
- How Much You Can Earn With the DoorLoop Affiliate ProgramEarn $50 per completed demo and $450 per new DoorLoop subscription from your affiliate link — up to $500 if the same person does both.
- How Your DoorLoop Affiliate Tracking Link WorksYour DoorLoop affiliate link on the Impact platform tracks every signup and lets you monitor conversions — you won't see names or emails for privacy.
- Get Video Approval Before Promoting the DoorLoop Affiliate ProgramIf you plan to create YouTube or other video content for the DoorLoop affiliate program, reach out to your affiliate marketing manager for approval first.
- When and How You Get Paid for DoorLoop Affiliate CommissionsEarn $50 per completed demo and $200 per new subscription via your affiliate link — payment is made through Impact per the terms in your contract.
- Discount Customers Get When Signing Up via Your Affiliate LinkCustomers who sign up through your DoorLoop affiliate link get 10% off their first year, or they can choose another active promotion (but not both).
- How to Promote Your DoorLoop Referral or Affiliate LinkShare your DoorLoop referral or affiliate link on blogs, social media, email, and more — just don't spam and make clear you're not a DoorLoop employee.
- No Paid Ads Allowed for DoorLoop Referral or Affiliate PromotionDoorLoop does not allow paid search engine or social media ads (Google, Bing, Facebook, Instagram, etc.) for referral or affiliate link promotion.
- Cannot Refer Yourself or Your Own CompanyYou cannot use your own DoorLoop referral or affiliate link to sign up yourself or your own company — referrals must be new, unaffiliated accounts.
Electronic Signatures Issues
Answers to common questions about DoorLoop's eSignature feature—credits, costs, signing process, Dropbox Sign integration, and troubleshooting.
- Electronic Signature Credits: How Auto-Replenishment WorksWhen you run out of electronic signature credits, DoorLoop automatically adds 10 more credits the next time you submit a request — no manual action needed.
- When Electronic Signature Credits Are DeductedAn Electronic Signature credit is deducted immediately when you submit the signature request — not when it is opened or signed by the recipient.
- Send Signature Request Reminders to Pending SignersSend a reminder to signers who haven't completed a signature request by going to Files & Agreements > Signature Requests and clicking Send Reminder next to each pending signer.
- Sent a Signature Request to the Wrong Email AddressIf you sent an electronic signature request to the wrong email, you cannot edit it. Create a new signature request with the correct email address and send it again.
- What Happens When You Cancel a Signature RequestCancelling an electronic signature request before it's signed prevents the signers from completing it, and the credit used to send the request is not refunded.
- Which Email Address Is Used When a Contact Has Multiple EmailsWhen sending an electronic signature request to someone with multiple email addresses in DoorLoop, the first email listed in their Contact Info is used automatically.
- Dropbox Sign Session Times Out After One HourThe Dropbox Sign connection used to configure electronic signature documents times out after about one hour. Click Continue to save your progress before the session expires.
Owner Distribution Issues
Quick answers to common questions about sending owner distributions, managing payout accounts, and resolving payment issues.
- Do I need to enter the owner's bank account information for distributions?Explains that only the owner's email is required — they enter their own banking details.
- How are owner distributions handled when one owner owns multiple properties?Clarifies that one owner account = one Checkbook.io account = one payout destination.
- Can a single owner receive distributions for different properties in different bank accounts?Yes — but requires a separate owner profile with a unique email per payout configuration.
- When should I record an owner distribution?Record any payout to an owner (ePay or outside DoorLoop), typically after management fees.
- What if I paid an owner distribution outside of DoorLoop?Still record it as an Owner Distribution to keep books and owner records accurate.
- An owner distribution went to an old, inactive bank account — what do I do?Payment auto-returns; owner must reset their default deposit account in Checkbook.io before resending.
- The owner never received the distribution email — what should I check?Verify the payment was sent in Accounting > Outgoing Payments, then check the email on file and spam folder.