DoorLoop Rentals: Frequently Asked Questions
Quick answers to the most common questions across all DoorLoop features for property managers.
By Samuel1 author376 articles
- General Issues: Frequently Asked QuestionsAnswers to common DoorLoop questions — business hours, data security, browser support, login help, and general platform FAQs.
- Subscription and Billing: Frequently Asked QuestionsHere are some frequently asked questions for general subscription-related questions.
- Leasing: Frequently Asked QuestionsFrequently asked questions about leasing in DoorLoop — late fees, balances, lease lifecycle, tenant management, payments, and lease rules.
- Management Fees: Frequently Asked QuestionsBrowse all management fee FAQs — bill creation, payout categories, fee timing, calculations, and late fee handling in DoorLoop.
- General Accounting: Frequently Asked QuestionsAnswers to common accounting questions in DoorLoop — void checks, reconciliation issues, transaction corrections, and general ledger topics.
- Merchant Account: Frequently Asked QuestionsFrequently asked questions for your merchant account and incoming payments.
- Outgoing Payments: Frequently Asked QuestionsFrequently asked questions for RapidPay, checkbook.io, and sending outgoing payments to your tenants, vendors, and owners.
- CashPayments: Frequently Asked QuestionsFrequently asked questions for DoorLoop CashPayments Powered by Western Union.
- Importing Transactions and Reconciliation: Frequently Asked QuestionsBrowse all FAQs on importing bank transactions, Plaid connection issues, transaction matching, and reconciliation in DoorLoop.
- Check Printing: Frequently Asked QuestionsAnswers to common check printing questions in DoorLoop — how to align checks, troubleshoot misprints, and compare test pages with check paper.
- Reporting: Frequently Asked QuestionsQuestions related to reports - troubleshooting, tips, and tricks.
- Tasks, Work Orders, and Requests: Frequently Asked QuestionsFrequently asked questions about tasks, work orders, and requests in DoorLoop — errors, notifications, filtering, and search.
- Announcements: Frequently Asked QuestionsFrequently asked questions about Announcements in DoorLoop — credits, costs, sending options, and managing announcements.
- Communication Center: Frequently Asked QuestionsAnswers to frequently asked Communication Center questions in DoorLoop — what it is, how to use it, and common troubleshooting tips.
- Online Listings: Frequently Asked QuestionsFrequently asked questions for online listings and partner platforms.
- Rental Applications and Screening: Frequently Asked QuestionsFrequently asked questions about rental applications and tenant screening in DoorLoop — setup, TransUnion, errors, applicants, and fees.
- User Management: Frequently Asked QuestionsFrequently asked questions about user management in DoorLoop — invites, access, and role permissions.
- Prospect and Tenant Management: Frequently Asked QuestionsFrequently asked questions for managing your prospects and tenants in DoorLoop.
- Tenant Portal: Frequently Asked QuestionsFrequently asked questions for tenant portal and tenant payment issues.
- Tenant Payment Questions: Frequently Asked QuestionsBrowse all tenant payment FAQs — error messages, payment methods, fees, partial payments, auto-pays, and portal settings.
- Owner Portal: Frequently Asked QuestionsFrequently asked questions for owner portal and tenant payment issues.
- DoorLoop Personalized Website: Frequently Asked QuestionsFrequently asked questions in relation to DoorLoop personalized websites.
- DoorLoop Referral and Affiliate Programs: Frequently Asked QuestionsBrowse all FAQs about DoorLoop's referral and affiliate programs — how to sign up, earnings, tracking links, payment, and promotion rules.
- Electronic Signatures and Signature Requests: Frequently Asked QuestionsAnswers to common questions about DoorLoop's eSignature feature—credits, costs, signing process, Dropbox Sign integration, and troubleshooting.
- Owner Distributions: Frequently Asked QuestionsAnswers to common questions about setting up owner payout accounts, sending distributions, and resolving payment issues in DoorLoop.
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.
- Where to Find General Settings in DoorLoopGeneral settings in DoorLoop are found under Settings in the main menu, where you can configure system-wide defaults for your account.
- Dark Mode Not Available in DoorLoopDoorLoop does not currently offer a dark mode option. The platform is only available in the standard light interface.
- Change the DoorLoop Account OwnerTransfer ownership of your DoorLoop account to another user by going to Settings > Company Information > Account Owner and selecting a new user.
- Export Data and Reports From DoorLoopExport any DoorLoop report as an Excel (.xlsx) file or PDF by going to Reports, opening a report, and clicking the Excel or Printer icon.
- 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 AccountDoorLoop supports properties in multiple countries on one account, but only one currency type can be used across the entire account.
- Set a Different Address for a UnitUnits in DoorLoop can have a different mailing address than the property. Toggle off 'Unit address is the same' when editing unit details.
- DoorLoop Does Not Have Access to Your PasswordDoorLoop cannot access your password or any user's password. Support can only access your account temporarily when you grant Technician Access.
- Turn Off Technician Access in DoorLoopRevoke DoorLoop support's Technician Access at any time before the 30-day expiration by toggling it off under Login & Passwords settings.
- Check If DoorLoop Is DownVisit doorloop.statuspage.io to see real-time and historical DoorLoop system status, performance data, and any active service interruptions.
- Troubleshoot 2FA Verification Code IssuesFix issues with DoorLoop's two-factor authentication — not receiving the code, codes expiring, or losing access to the email where codes are sent.
- Stop Managing a Property Without Deleting ItWhen you stop managing a property, end all leases, make all units inactive, and make the property inactive — do not delete it so you can still access historical reports.
- 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.
- Close the DoorLoop Chat WindowClose the DoorLoop support chat window by clicking the blue button in the bottom right corner of the chat window.
- 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.
- Download DoorLoop Subscription InvoicesDownload your DoorLoop subscription invoices and payment history by going to Settings > Subscription and Billing > Invoice History.
- 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.
- Change Your DoorLoop Billing Email AddressUpdate the email address associated with your DoorLoop subscription and invoices by going to Settings > Subscription and Billing > Billing Information > Update Information.
- Check What You're Being Billed for in DoorLoopReview your DoorLoop billing details and invoice history by going to Settings > Subscription and Billing > Invoice History.
- 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.
- Fix an Unsuccessful DoorLoop Subscription PaymentIf your DoorLoop subscription payment fails, your account will be temporarily disabled. Update your payment method in Settings > Subscription and Billing to restore access.
- Downgrade Your DoorLoop Subscription PlanTo downgrade your DoorLoop plan from Premium to Pro or Starter, contact customer support via chat. Note that downgrading may result in feature loss and higher ACH or other fees.
- Still Being Charged After Making Units InactiveMaking units inactive in DoorLoop does not automatically reduce your billing. You must also go to Settings > Subscription and Billing > Update Plan to lower your unit count.
- 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 With a Bank AccountYou can pay your DoorLoop subscription with a bank account or checking account by going to Settings > Subscription and Billing > Edit Payment Method > Bank Account.
- 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.
- Properties and Units Allowed on Your DoorLoop PlanDoorLoop allows unlimited properties. Pricing is based on unit tiers billed in increments of 20. Check your active unit count under Settings > Subscription and Billing.
- Check Your Next DoorLoop Subscription PaymentView your next DoorLoop subscription payment amount and due date by going to Settings > Subscription, where the Next Payment section shows the amount and date.
Leasing Issues
Frequently asked questions about leasing in DoorLoop — late fees, balances, lease lifecycle, tenant management, payments, and lease rules.
- Late Fees Not Being Charged on a LeaseIf late fees aren't charging, check that they're enabled on the lease itself, that all fee settings are correct at the lease/property/company level, and that the policy was set up…
- Turn On Late Fees for a Lease in DoorLoopEnable automatic late fees on a lease by going to Leases > Active Leases, opening the lease, and toggling on Automatic Late Fees under Settings > Late Fees.
- Tenant Lease Balance Looks IncorrectIf a tenant's lease balance looks wrong, the most common causes are missing payments, missing charges, incorrect security deposit entries, or incorrectly applied late fees.
- Credit or Unapplied Payment Appearing on a LeaseA credit or unapplied payment appears on a lease when a tenant overpays or when a payment is received before a charge is posted. The credit will apply once a…
- Missing Account Categories When Posting a Lease ChargeIf an account category isn't appearing when posting a lease charge, edit the account in Chart of Accounts and enable 'Use this account for Lease Charges'.
- 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…
- What Happens to Recurring Rent When a Lease ExpiresWhen a lease expires, recurring rent charges stop posting. The exception is if the lease has Rollover to Month-to-Month enabled — in that case, recurring rent continues.
- Tenant Portal Access After a Lease ExpiresTenants keep access to their portal after a lease expires — they're still current tenants until you officially end the lease. If they're showing as Past Tenant, move them back…
- Mark a Lease as Not Renewing in DoorLoopMark a lease as not renewing from the Upcoming Renewals page by clicking 'Not Renewing' — this is optional and for tracking only. Use the End Lease process when the…
- 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.
- View Past Tenants in DoorLoopView past tenants in DoorLoop by going to People > Tenants, clicking Filter, and changing the Status from Current to Past.
- Tenants Not Showing on the Lease Tenants TabIf tenants aren't visible on a lease's Tenants tab, they're likely Future or Past tenants. Use the Filter button on the tab and change Status to Future or Past to…
- 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…
- Draft Lease Not Active After Tenant Signs in DoorLoopAfter a tenant signs their lease, you need to manually activate the draft lease in DoorLoop — signing does not automatically activate it.
- Check If a Tenant Has Auto-Pay Set Up in DoorLoopCheck if a tenant has auto-pay set up by viewing the Rent tab on their lease and looking for a Recurring Payment — or use Reports > Recurring Payments (Auto-Pay)…
- How Split Value Charges Appear on the Tenant 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…
- Cannot Send Rent Reminders to Tenants on Ended LeasesRent reminders in DoorLoop can only be sent to tenants with active leases. Tenants on ended or inactive leases cannot receive reminders — contact them outside DoorLoop instead.
- Refunds Cannot Be Issued to a Tenant's Credit Card in DoorLoopDoorLoop does not support refunds back to a tenant's credit card. Refunds must be handled outside DoorLoop or via Checkbook.io eCheck.
- Tenant Portal Payments on an Expired vs. Ended LeaseTenants on expired (but not yet ended) leases can still make Tenant Portal payments. Tenants on leases that have been formally ended and marked inactive cannot.
- Two Tenants in the Same Unit With Different Non-Overlapping LeasesTwo tenants can have separate leases on the same unit in DoorLoop, but only if the lease terms do not overlap — the first lease must end before the second…
- Cannot Create Separate Leases for Multiple Tenants on the Same UnitDoorLoop only allows one active lease per unit at a time. Multiple tenants sharing a unit with the same lease terms must all be added to a single lease.
- Lease Sorting Options in DoorLoopLeases in DoorLoop can be sorted by lease name, start date, end date, rent amount, or balance due — but not by property address or unit.
- Validation Error When Creating a New Lease in DoorLoopIf you get a validation error when creating a new lease, check that the prospect's contact information is complete and that their notes section doesn't have too many characters.
Management Fees Issues
Browse all management fee FAQs — bill creation, payout categories, fee timing, calculations, and late fee handling in DoorLoop.
- Create a Management Fee Bill Before Paying ItManagement fee bills in DoorLoop are a two-step process — create the bill first to record the amount owed, then pay it separately when you're ready to collect.
- Management Fee Payout CategoriesManagement fee payout categories define which revenue types you keep as the property manager instead of distributing to the owner — such as late fees, application fees, or cleaning fees.
- Check Which Properties Have Management Fees Set UpView which properties have management fees configured by running the Management Fees Settings Report in DoorLoop under Reports.
- Automatically Keep Revenue as a Property ManagerAutomatically keep revenue you collect (like late fees or application fees) by adding those account categories to your management fee payout categories in DoorLoop settings.
- 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.
- Keep Late Fees as Part of Your Management FeesTo keep late fees as property manager revenue instead of distributing them to owners, add the Late Fees category to your Management Fees payout categories in Settings.
- 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.
- Bill vs. Expense: What's the Difference in DoorLoopUse a bill when a vendor hasn't been paid yet and payment is due later. Use an expense when you've already paid for goods or services on the spot.
- Edit or Delete Recurring Bills and ExpensesEdits or deletions to recurring bills and expenses in DoorLoop only affect future instances — already-posted transactions are not changed.
- Find Unpaid Open Bills in DoorLoopView all unpaid open bills in DoorLoop by going to Accounting > Open Bills, or by running the A/P Aging Detail report under Reports.
- View All Bills Created in DoorLoopView every bill created in DoorLoop by going to Reports > Transaction List and filtering by Type: Bill, then choosing the time period you want to see.
- Paid Bills Still Showing as Unpaid in DoorLoopIf bills appear unpaid after payment, check Accounting > Open Bills to confirm they were actually marked paid. Use 'Pay Bills' to complete payment if needed.
- Recurring Bills and Expenses Not Appearing on ReportsRecurring bills and expenses won't show on reports until their scheduled posting date. They're a schedule — the transactions are posted automatically when due.
- Management Fees Not Appearing in ReportsManagement fees won't appear on reports like the Owner Statement until the management fee bill has been created and paid in DoorLoop.
- Void a Printed Check in DoorLoopVoid a printed check in DoorLoop by finding the bill payment or expense in Accounting > Bills & Expenses and clicking the Void button. Funds are returned to the account.
- Tenant ePay Deposits Bundled Into One Bank DepositStripe bundles same-day tenant ePay payments into a single bank deposit. Use the Deposit Transactions report to see which payments are in each deposit.
- Bank Transfers in DoorLoop Are for Recording OnlyDoorLoop's bank transfer feature records transfers between accounts for accounting purposes only — it does not move real money to external bank accounts.
- Edit or Delete a Journal Entry in DoorLoopEdit or delete a journal entry in DoorLoop by going to Reports > Transaction List, filtering by Type: Journal Entry, and opening the entry you want to change.
- Schedule a Bookkeeping Assistance Session With DoorLoopDoorLoop offers paid bookkeeping assistance sessions for basic accounting questions. Contact support via chat to schedule a session with the Bookkeeping Assistance Team.
Merchant Account Issues
Frequently asked questions for your merchant account and incoming payments.
- Using Your Own Merchant Account With DoorLoopYou 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.
- Merchant Account Approval and Verification TimelineAfter submitting all required documents, merchant account approval takes approximately 3 business days. Any issues with the submission will delay the process.
- '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.
- Where Tenant Online Payments Are DepositedTenant online payments are processed through your DoorLoop merchant account and deposited into the bank account assigned to the property the tenant is on.
- Tenant Payments Not Deposited YetIf tenant payments haven't arrived in your bank account, check Accounting > Incoming Payments > Transactions for status. Most payments take 3–4 business days to deposit.
- See Which Tenant Payments Make Up a Bank DepositUse the Deposit Detail report in DoorLoop to see which individual tenant ePay transactions make up a bulk bank deposit.
- 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.
- Change ACH Fees for TenantsACH fees for tenants are determined by your DoorLoop subscription tier and cannot be changed directly. Upgrade your plan to reduce fees, or issue a credit to cover tenant ACH…
- 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.
- Who Pays ACH and Credit Card FeesTenants pay both ACH and credit card fees directly when making online payments. These fees go to the payment processor and do not appear on your reports as revenue.
- Reduce Credit Card and Debit Card Processing FeesCredit card and debit card processing fees are fixed at 3.25% for all DoorLoop accounts regardless of subscription tier and cannot be reduced.
- Tenant Payments Deposited Into Wrong Bank AccountIf tenant payments are going to the wrong bank account, check that the correct default operating bank account is assigned to the property under Rentals > Properties > Settings >…
- 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.
- Verify Payout Account on Merchant AccountVerify your merchant account's payout bank account by going to Accounting > Incoming Payments > Merchant Account Setup and clicking Update to see the last 4 digits of the 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.
- Tenants Can't Pay Online Without a Merchant AccountTenants cannot make any online payments through the DoorLoop tenant portal until a merchant account is set up and a bank account is assigned to the property.
- Accept In-Person Payments With Your Merchant AccountDoorLoop's merchant account does not support in-person card or ACH payments. Tenants must log into the tenant portal to make online payments — there is no point-of-sale option.
- Verify Which Bank Receives Tenant PaymentsConfirm which bank account your tenant rent payments are deposited into by going to Accounting > Incoming Payments > Merchant Account Setup and clicking Update.
- 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.
- New Bank Account Not Showing When Adding a Merchant AccountIf a new bank account isn't appearing when setting up a merchant account, use the manual connect option and enter the routing and account numbers directly.
Outgoing Payment Issues
Frequently asked questions for RapidPay, checkbook.io, and sending outgoing payments to your tenants, vendors, and owners.
- Checkbook.io Outgoing Payment Costs: ePay vs. Mailed CheckSending a Checkbook.io payment costs $1 for an email/eCheck and $1.79 for a mailed check. There are no fees for recipients to receive payments.
- How Long a Checkbook.io Payment Email Takes to Reach the RecipientA Checkbook.io payment email typically takes about 4 hours to reach the recipient, though delivery may be delayed by the recipient's email provider.
- 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.
- Choose ePay (Not EFT) for Electronic Outgoing PaymentsWhen sending an outgoing payment electronically via Checkbook.io, select 'ePay' as the payment method — not EFT. EFT is for payments made outside DoorLoop.
- 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.
- Countries Supported for Outgoing Payments via Checkbook.ioCheckbook.io ePay supports US-to-US transfers. Mailed checks can be sent US-to-US.
- '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.
- Recipients Don't Need a Checkbook.io Account to Receive PaymentsTenants, vendors, and owners do not need to create a Checkbook.io account to receive outgoing payments. They only need to verify their bank details when prompted.
- 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 Failed Payment and Pay Outside DoorLoop InsteadIf a Checkbook.io payment fails and you want to void it and pay the recipient outside DoorLoop, contact support — DoorLoop must void it and have Checkbook.io release the funds.
- Checkbook.io Payments Not Issuing on the Scheduled DateIf Checkbook.io payments are delayed past their scheduled date, check your Checkbook.io account for updated estimates — ACH transfers take 4 business days.
- 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.
- How DoorLoop CashPayments WorksDoorLoop CashPayments lets tenants pay rent in cash at any Western Union QuickCollect kiosk location using their unique CashPayments Slip.
- CashPayments Account Numbers Are Unique Per LeaseEach lease in DoorLoop has its own unique CashPayments account number — tenants cannot share or reuse account numbers across leases.
- CashPayments Processing TimeCashPayments made through Western Union take approximately 2 business days to reach your bank account after the tenant pays.
- CashPayments Not Available in CanadaDoorLoop CashPayments powered by Western Union is currently only available in the United States — Canadian properties are not supported.
- CashPayments Must Be Made In-Person, Not OnlineTenants cannot make CashPayments through the Western Union website — they must visit a physical Western Union QuickCollect kiosk location to pay.
- 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 the CashPayments Slip on the Tenant PortalTenants access their CashPayments Slip from the Tenant Portal home page — the slip includes their account number and nearby Western Union locations.
- 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.
- Confirm a Western Union Location Has a QuickCollect KioskBefore visiting a Western Union location to make a CashPayment, tenants should call ahead to confirm that specific location has a QuickCollect kiosk.
- 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 After a Lease ExpiresOnce a lease expires or ends, the tenant's CashPayments account number becomes inactive. Extend or create a new lease to re-enable CashPayments.
- Tenant Makes CashPayments Without a Tenant PortalTenants can make cash payments even without an active Tenant Portal, as long as their lease is still active — the property manager can provide the CashPayments details.
- Tenants Cannot Pay Western Union With a CheckCashPayments through Western Union require physical cash — tenants cannot use a check, money order, or other payment method at the QuickCollect kiosk.
- 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.
- Importing Transactions With Plaid Not Available on Starter PlanImporting bank transactions via Plaid is only available on Pro and Premium DoorLoop plans. Starter plan users must upgrade to access this feature.
- 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.
- Fix 'Bank Account Already Connected' Error in Bank TransactionsFix the 'your bank account is already connected' error when adding a new bank account to Plaid by using the Repair Connection option on an existing linked account.
- Bank Transactions With Plaid Not SyncingFix Plaid bank transactions that have stopped syncing or are missing recent transactions by refreshing or repairing the connection from the Bank Transactions screen.
- Plaid Refresh and Repair Connection Not WorkingIf Plaid's Refresh and Repair Connection options aren't fixing your bank sync, try disconnecting and reconnecting your bank accounts. Contact support if the issue persists.
- 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.
- Manually Marking 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.
- Edit or Delete a Reconciled TransactionReconciled transactions cannot be edited or deleted directly. You must first undo the reconciliation, make your changes, then re-reconcile.
- Undo a ReconciliationUndo a reconciliation in DoorLoop by going to Accounting > Transactions > Reconciliation tab and selecting Undo Reconciliation from the 3-dots menu.
- Reconcile a Check That Hasn't Been Cashed YetDuring reconciliation, leave uncashed checks unchecked — they'll appear in Uncleared Transactions and can be reconciled in the next period once the check is deposited.
- 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.
- Why Plaid Transactions are Missing or IncompleteLearn why your bank transactions may not be importing correctly in DoorLoop and how to fix your Accounting Start Date to restore your full transaction history.
Check Printing Issues
Answers to common check printing questions in DoorLoop — how to align checks, troubleshoot misprints, and compare test pages with check paper.
- Compare a Check Test Page With Your Check PaperAlign a printed check test page with your check paper by stacking them and holding them up to light — adjust the height settings until the printed fields line up…
- Reprint a Check Already Marked as Printed in DoorLoopTo reprint a check marked as printed, toggle Print Later back on for expenses, or delete and redo the bill payment for checks used to pay bills.
- No Voucher When Printing Three Checks Per PageCheck vouchers are only available when printing one check at a time. Selecting the three-checks-per-page option will not include a voucher.
- Fix Check Alignment When Printing in DoorLoopIf checks are printing misaligned, set your print margins to None in your browser, then use the Print Setup height adjustments in DoorLoop to fine-tune the positioning.
Reporting Issues
Questions related to reports - troubleshooting, tips, and tricks.
- View Tenant Contact Information Using ReportsUse the Current Tenants, Future Tenants, or Previous Tenants reports in DoorLoop to view tenant phone numbers, email addresses, and other contact details.
- 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.
- View Unpaid Rent Using the A/R Aging Details ReportUse the A/R Aging Details report in DoorLoop to see all open rent charges that have not yet been paid across your properties.
- Generate a T12 Trailing 12-Month Report in DoorLoopGenerate a T12 report in DoorLoop using the Profit & Loss report — set the Period to a 12-month range and Group By: Month to see monthly columns.
- 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.
- View All Owner Distributions in One ReportUse the Transaction Details report in DoorLoop, filtered by Account Type: Owner Distributions, to see all owner distribution transactions in one view.
- 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.
- View All Security Deposits Using the Chart of AccountsDoorLoop doesn't have a dedicated security deposit report, but you can generate one by going to Accounting > Chart of Accounts and selecting the Security Deposits category.
- Count the Total Number of Properties You Manage in DoorLoopUse the Property Bank Account report in DoorLoop and select all properties to see the total count of properties you are currently managing.
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…
- Not Getting Notifications for Tenant RequestsIf you're not getting Tenant Request notifications, enable them under Settings > Tenant Requests and add yourself or your team as Assignees to receive alerts.
- Filter Tasks, Work Orders, and Tenant Requests by Property and UnitFilter tasks, work orders, and tenant requests by property and unit from Tasks & Maintenance > All Tasks — use the Filter button, set the Type, then select the property…
- Cannot Search Tasks or Requests by Tenant or Owner NameDoorLoop does not currently support searching tasks, work orders, tenant requests, or owner requests by tenant or owner name.
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.
- Announcement Credit Cost per Message TypeTenant Portal and Email announcements are free in DoorLoop. Text and Voice Message announcements each cost 1 announcement credit per recipient.
- Announcement Credit Pricing and Monthly AllotmentEach announcement credit costs $0.02. You receive 10 credits per unit per month — when you run out, DoorLoop charges $10 for 500 more. Credits do not roll over.
- Opt Out of DoorLoop Text Message AnnouncementsTo opt out of DoorLoop text announcements, reply STOP to the number the notification came from — not to a support number.
- Opt In to DoorLoop Text Message AnnouncementsTo re-enable DoorLoop text announcements after opting out, reply RESUME to the number the original notification came from.
- Send an Announcement to a Single Tenant in DoorLoopYes, you can send an announcement to a single tenant in DoorLoop — use the same Announcements feature and select just that one tenant as the recipient.
- Send Text Announcements Without a Communications Center SMS NumberYou can send text announcements without a Communications Center SMS number — DoorLoop uses a default number (305) 422-9818. Available on Pro and Premium plans only.
- 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.
- Announcements Can Only Be Sent to Tenants With Active LeasesIn DoorLoop, announcements can only be sent to current and future tenants with active leases — past tenants on ended leases cannot receive 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.
- Delete a Tenant Portal Announcement in DoorLoopDelete a Tenant Portal announcement by going to Communications > Announcements, clicking the three-dot menu on the announcement row, and selecting Delete.
- Check Announcement Delivery Status in DoorLoopReview the delivery and read status of your announcements in DoorLoop by going to Communications > Communications Log and hovering over the status icons.
- 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.
- What Is the Communications Center in DoorLoopThe Communications Center gives your business a shared virtual phone number for two-way SMS with tenants, owners, vendors, and prospects — no personal numbers needed.
- What Is a Virtual SMS Number in DoorLoopA virtual SMS number in DoorLoop is a shared business phone number used to send and receive text messages through the Communications Center — not for calls.
- Communications Center vs. Google Voice: Key DifferencesDoorLoop's Communications Center offers team-wide visibility, task creation from messages, and individual user logins — advantages Google Voice doesn't provide.
- Get a Virtual Phone Number for the Communications CenterGet a virtual phone number for DoorLoop's Communications Center by selecting an area code and purchasing it. The number activates within 3 business days.
- Who Should Receive Your Communications Center Virtual NumberShare your Communications Center virtual number with all your tenants and anyone on your team who needs to communicate with them through DoorLoop.
- 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.
- SMS Credits: How Communications Center Charges WorkOutbound SMS messages cost 1 credit each (up to 160 characters). MMS messages (with images) cost 5 credits each. Inbound messages are always free.
- What Happens When Someone Texts Your Communications Center NumberIncoming texts to your virtual number go straight into the DoorLoop Communications Center. Your team gets notified and can view and reply from any device.
- 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.
- Virtual SMS Number Cannot Receive Phone CallsThe DoorLoop Communications Center virtual number is for texting only — it cannot receive or make phone calls.
- 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.
- Change Your Communication Center SMS NumberTo change your assigned Communications Center SMS number, contact DoorLoop support and request a number change — this is handled by the DoorLoop team.
- 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…
- Communications Center Is Available in CanadaDoorLoop's Communications Center and SMS messaging features are available for customers in both the United States and Canada.
- Why Use the Communications Center Instead of Your Personal Cell PhoneUsing the Communications Center keeps your personal number private, gives your whole team visibility into tenant messages, and lets you create tasks directly from conversations.
- Create a Merchant Account With Your Business Details for PaymentsIf your property owners own the merchant accounts but you want to use your own business details for payments, you need to create at least one merchant account under your…
Online Listings Issues
Frequently asked questions for online listings and partner platforms.
- Why Can't I Create Online Listings in DoorLoopOnline listings require a Pro or Premium plan and a verified merchant account. Starter plan users cannot create or syndicate listings to partner sites.
- Commercial Properties Cannot Be Listed on Partner SitesDoorLoop's listing syndication does not currently support commercial properties. Only residential properties can be listed on partner sites like Zillow, Zumper, and others.
- Listing Partner Sites Available in DoorLoopDoorLoop syndicates rental listings to Zillow, Hotpads, Trulia, Dwellsy, RentalSource, Zumper, and Apartments.com from your listing syndication settings.
- 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.
- Change the Listing Contact on Online ListingsThe listing contact shown on your online listings is set in the unit's settings under the Listing section. Update it there to change who prospects contact.
- 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.
- 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.
- 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.
- Send a Rental Application Link for a Specific Unit OnlyTo send a rental application that only shows one unit, use the Unit Link from Rentals > Units > Rental Applications > Copy Unit Link — not the company-wide link.
- Unit Not Appearing on the Rental ApplicationIf a unit isn't showing on the rental application, set it to 'Open for Applications' by clicking the three-dot menu next to the unit under Rentals > Units.
- Incorrect Rent Amount Showing on Rental ApplicationsFix an incorrect rent amount on rental applications by updating the Market Rent Amount under the unit's General Info settings, or the Asking Rent under the unit's Listing settings if…
- 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.
- No Fee for Identity Checks on Rental ApplicationsIdentity verification on DoorLoop rental applications is free. Fees only apply to TransUnion background screening reports and any application fee you choose to charge.
- Find the TransUnion Screening Request ID on a Rental ApplicationThe TransUnion Screening Request ID is found under Reports > Rental Applications Report — add the column to the report to view it. It only appears if a screening was…
- Rental Application Submitted Without TransUnion Screening Turned OnIf a prospect submitted a rental application before screening was enabled, you can still get a report by covering the screening cost yourself or requesting payment from the applicant.
- 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.
- 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.
- '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…
- '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.
- '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.
- '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.
- '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.
- '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.
- '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.
- 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…
- 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.
- Cannot Manually Enter a Rental Application on Behalf of a ProspectDoorLoop does not support manually entering a rental application for a prospect. The applicant must fill it out themselves — either online or in person with you.
- 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.
- 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…
- File Upload Limit per Request on Rental ApplicationsApplicants can only upload one file per document request on a rental application. To collect multiple documents, add multiple separate document requests to the application.
User Management Issues
Frequently asked questions about user management in DoorLoop — invites, access, and role permissions.
- Cannot Delete a User From Your DoorLoop AccountYou cannot delete users in DoorLoop because they may have data attached to them. Instead, make their account inactive — this removes their access without affecting your records.
- Invite a User to DoorLoop With Only a Phone NumberYou can invite a user to DoorLoop using only their mobile phone number — but they will need to enter a login email address when accepting the invite.
- Tenants Not Receiving Tenant Portal Invite Emails or TextsIf tenants aren't receiving portal invites, check that their email and phone number are correct, that their email service isn't blocking DoorLoop, and that they haven't opted out of SMS.
- Invite a User Who Is Already on Another DoorLoop AccountYou can invite a user who already uses DoorLoop for another account — they just need to accept your invite, and they'll be able to access both accounts from the…
- Notify Maintenance Team When a Tenant Request Comes InSet up automatic notifications for tenant requests by going to Settings > Tenant Requests and enabling auto-notify and auto-assign for the users you want alerted.
- Assign a User to Specific Properties or Portfolios in DoorLoopLimit a user's access to specific properties or portfolios by editing their user profile and selecting 'User will have access only to some properties' in the Properties section.
- Invite Staff to Join Your DoorLoop AccountInvite accountants, maintenance staff, property managers, and other team members by going to Settings > Users, adding them with their email and phone number, and sending an invite.
- Cannot Create Custom User Roles in DoorLoopCreating or editing custom user roles requires a Pro or Premium plan. Starter plan users cannot create new roles or modify the default ones.
- User Gets 'Access Denied' Error in DoorLoopAn 'access denied' error means the user's role doesn't have permission for that item. Edit their User Role and enable the specific permissions they need.
- User Role Permissions to View Notes and FilesTo allow a user to view notes and files in DoorLoop, enable Tags, Files, and Notes under General Objects in their User Role — with View List, View One, Create,…
- User Role Permissions to View Tasks and Work OrdersTo allow a user to view tasks and work orders, enable Tasks, Work Orders, Tenant Requests, and Owner Requests under Tasks & Maintenance, plus related objects under People and Rentals…
- User Role Permissions to View Unit DetailsTo allow a user to view unit details, enable Properties and Units (View List and View One) under Rentals in their User Role, and enable Rent Roll under Reports >…
- User Cannot See Lease Transactions in DoorLoopIf a user can't see lease transactions, enable Lease Transactions under Accounting in the Reports section of their User Role — also enable Lease Deposits, Transaction List, and Transaction Details.
- Give Users Permission to View a Tenant's PortalTo allow a user to log in to a tenant's portal, enable Edit permissions for Tenants under People > Objects in their User Role — this unlocks the 'Login to…
- User Role Permissions to Create Bills and ExpensesTo allow a user to create bills and expenses, enable Vendor Bills, Vendor Bill Payments, and Vendor Credits under Objects in their User Role with View List, View One, Create,…
- Block Users From Seeing Bank Accounts in DoorLoopTo prevent users from viewing bank accounts, remove Bank Connect Accounts and Bank Connect Transactions from their User Role Objects, and remove Banking from the Reports section.
Prospect and Tenant Management Issues
Frequently asked questions for managing your prospects and tenants in DoorLoop.
- View Hidden Prospects With Closed Lost StatusHidden prospects in DoorLoop are given a Closed Lost status. Filter the Prospects page by Status: Closed Lost to view them.
- Can't Delete a Prospect or Applicant in DoorLoopIf you can't delete a prospect or applicant, they likely have a rental application or draft lease attached. Delete those first, then delete the prospect.
- 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.
- How to Add a Tenant in DoorLoopTenants can only be added in DoorLoop during lease creation, draft lease creation, or when moving in a new tenant. Otherwise, create them as a prospect first.
- 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 Sorting Options on the Tenants PageTenants on the DoorLoop Tenants page can only be sorted alphabetically by name, by current balance due, or by Tenant Portal status — sorting by property address is not supported.
- 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.
- Invite a Tenant to the Portal With a Phone Number OnlyYou can invite a tenant to the portal using only their mobile phone number, but they'll need to enter an email address when accepting the invite.
- 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 Showing as 'Didn't Sign In' After Lease RenewalAfter a lease renewal, a tenant may incorrectly appear on the 'Didn't Sign In Through the Portal' widget. Fix it by resending the portal invite and having them accept it…
- Turn On or Off Partial Payments on the Tenant PortalEnable or disable partial payments for tenants by toggling 'Allow partial payments' in the Tenant Portal Permissions settings at the company, property, or lease level.
- Tenant Portal Access for Tenants With Multiple LeasesTenants with multiple leases can access all their portals with one login, as long as each lease uses the same tenant profile. They choose which lease to view after logging…
- 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.
- Tenant Access to Files and DocumentsTenants cannot browse files or documents directly on the tenant portal. They can only view files shared via an announcement or attached to a payment transaction.
- Tenants Can't Create Maintenance RequestsIf tenants can't submit maintenance requests on the tenant portal, the 'Allow tenants to submit online requests' option is turned off. Enable it at the company, property, or lease level.
- 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.
- Reopen a Completed Tenant RequestReopen a completed tenant request by filtering your requests to show Completed tasks, opening the task, and clicking the Reopen Task button.
- 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.
- 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 Paying Multiple Months UpfrontTenants can pay multiple months upfront in DoorLoop if the total doesn't exceed their payment limit. For large prepayments, request a limit increase or accept payment outside DoorLoop.
- Make a Payment on a Tenant's BehalfProperty managers cannot create payments or set up auto-pays when impersonating a tenant for security reasons. Tenants must log in with their own credentials to make payments.
- Check If a Tenant's Payment Is PendingView the status of tenant ePay payments and expected deposit dates by going to Accounting > Receive Payments in DoorLoop.
- 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.
- 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 ePay, ending the lease, or deleting a recurring payment.
- Tenants Can't Make Partial PaymentsFix issues where tenants can't make partial payments or can't edit the payment amount by enabling the 'Allow partial payment' setting at the company, property, and lease levels.
- Cash Payment via Western Union Not ShowingCash 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.
- Tenant Payment Fees: ACH and Credit Card RatesOverview of tenant payment fees on DoorLoop: ACH fees vary by subscription tier; credit, debit, Apple Pay, and Google Pay are charged at 3.25%.
- Add New Payment Methods to the Tenant PortalYou cannot add custom payment methods to the tenant portal beyond what DoorLoop officially supports, including credit/debit cards, ACH, Apple Pay, Google Pay, and CashPayments.
- 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.
- Venmo, PayPal, and Zelle: Not Accepted for Rent PaymentsVenmo, PayPal, and Zelle cannot be used to pay rent through the DoorLoop tenant portal. Tenants must pay outside DoorLoop and you record the payment manually.
- Pay Rent With CashApp or ChimeTenants can pay rent with CashApp or Chime by adding it as an ACH bank account using their routing and account number — not through the CashApp or Chime app…
- 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.
Owner Portal Issues
Frequently asked questions for owner portal and tenant payment issues.
- Owner Portal Does Not Support Owner Contributions or Online PaymentsOwners cannot make contributions or online payments from the Owner Portal. Record contributions manually in DoorLoop using Create New > Owner Contribution.
- Announcements Cannot Be Sent to the Owner PortalDoorLoop does not currently support sending announcements to the Owner Portal. Use the Communications Center to send an SMS to owners instead.
- How Owners Are Notified When Owner Requests Are UpdatedWhen owner requests are updated in DoorLoop, owners are notified by email — as long as the owner notification setting is enabled.
- Property Owners Can View Shared Files on the Owner PortalFiles and documents shared with a property owner in DoorLoop are visible to them on their Owner Portal — they can view any files you've shared with them.
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 Credit Costs by PlanSignature request credits cost $3 each on Starter, $1 each on Pro, and are free on Premium. Credits are sold in bundles of 10 when you run out.
- 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.
- Edit or Delete an Electronic Signature TemplateEdit or delete an electronic signature template in DoorLoop by clicking the three-dot menu on the right side of the template row and selecting Edit or Delete.
- Add Multiple Documents to One Signature RequestYou can upload multiple documents into a single electronic signature request in DoorLoop — they are combined into one request in the document editor.
- 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.