Autopay can fail for various reasons. If it does, you will get a notification email detailing the reason for the failure, which will be sent to your registered email address. Your property management will also receive an email notifying them of the failed Autopay.
Your Autopay also depends on the setup you have chosen. A Balance Autopay depends on the balance provided by your property management to RentPayment; it will attempt to process that balance. However, if configured for Fixed Amount Autopay, it will still process payments regardless of the balance in your profile or if there is none. If Autopay fails, you can make a one-time manual payment to cover any remaining balance, as your Autopay will not charge again this month.
Please note that RentPayment does not handle billing for our clients; our system relies on the information provided to us. If you have any questions about your balance or the absence of one, your property manager will be your best contact.
Our team at RentPayment is here to provide you with information about payment failures and help you explore alternative payment options following a reversal.
The most common reasons for Autopay failure are:
Reason: The balance is less than or equal to $0.
Or
Your autopay was not processed because you do not have a balance. Please reach out to your property manager for more information if you think this is an error.
Cause:
Your property management's accounting software must successfully upload balances to our system. In most cases, this should be completed at least 24 to 48 hours before the scheduled Autopay date. Some properties have settings that specify the dates by which balances must be uploaded for their tenants. If this requirement is unmet, we will not receive the data, resulting in the balance information being unavailable on your RentPayment profile for Autopay processing.
Next step:
We recommend that you contact your property management company to verify their schedule for balance updates, making sure that the day of your Autopay payment matches your needs and the property's requirements.
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Reason: The last balance update for the resident is outside of the allowed timeframe.
Cause:
The Autopay failed because the account balance was not up to date at the time of the payment attempt. This issue may have arisen from an outdated balance that was not revised or a failure to upload the current balance from the property's accounting software to RentPayment.
Next step:
We recommend that you contact your property management company to verify their schedule for balance updates and make sure that the day of your Autopay payment matches your needs and the property's requirements.
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Reason: Your autopay could not be processed because the payment due exceeds your minimum and/or maximum autopay parameters.
Cause:
The balance on your RentPayment profile is either below the minimum payment amount or above the maximum payment amount set for your Autopay. This may occur due to a change in your rent, resulting in a higher or lower balance being uploaded, or because of unexpected additional charges.
Next step:
We would recommend that you adjust your Autopay minimum and maximum limits to better fit your needs.
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Reason: Your autopay could not be processed at the moment. Please contact your property manager for more information if you believe this is an error.
Possible Causes:
This failure can arise for several reasons. Common causes include a blocked payment method, which often happens after a payment is reversed from that specific account; an inactive profile; or temporary restrictions on your profile associated with payments.
Next step:
We recommend contacting your property management company to verify any payment restrictions. These restrictions can only be removed by your property management, as these changes adhere to their specific policies.
You can also call us at 866.289.5977 to ask about any restrictions we can identify. We're available to help you from 8:00 a.m. EST to 8:00 p.m. EST, daily, except on major holidays.
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Reason: Your Autopay could not be processed. Contact your bank for details.
Possible Cause:
Declined payment, insufficient funds, closed or invalid account, mismatch with payment information from the bank or card issuer, such as billing address, outdated expiration date, or any approval issues related to the payment method.
Next step:
You can make a one-time manual payment to settle any outstanding balance. We also recommend that you verify your Autopay settings and make sure your payment method is current.
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Reason: Your autopay could not be processed because your property currently does not accept any payments. Please contact your property manager for more information if you believe this is an error.
Cause:
The property is currently inactive, or a payment hold affects all tenants. This can be a temporary restriction, but in some cases, this also means that property management has canceled RentPayment services.
Next step:
Please contact your property management to inquire why they decided to stop accepting payments via RentPayment.
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Reason: Reversed Payment
Possible Causes:
Some of the most frequent issues with ACH reversals include the following:
- Account Invalid Routing. The bank routing number specified in the transaction is invalid or does not support electronic check transactions.
- Uncollected NSF. You may encounter this situation if you have pending credits in your account, such as an outstanding check that hasn't yet cleared. The transaction may be declined if you attempt to make a purchase that exceeds your available balance. Even though you have money on deposit, the bank cannot guarantee those funds until the check clears. This means your account may be subject to overdraft.
- Invalid - Closed Account. Returned because the account is closed or the entered account number is invalid (it may contain a typographical error during the payment).
- REVERSAL (R01) - Insufficient Funds. The balance is insufficient to cover the transaction value.
- Frozen account: Access to the account is restricted.
Banks can deny ACH payments because of specific rules for the account, like limits on how much money you can withdraw. Account holders must be aware of these potential restrictions to avoid transaction disruptions.
Next step:
We recommend contacting your bank to find out why the payment was unsuccessful. If the reversal occurred due to an invalid or closed account and you believe it is still open, please double-check that the bank account number you entered during the payment is correct, as it may be a simple typing error.
Please be aware that the reason for the reversal may result in your bank account being restricted for future payments. Consequently, your property may require you to use a different payment method. In this case, please contact your property to inquire about unblocking your payment account so that you can complete your payment.
If you have additional questions, please contact us using the following methods:
Submit a Customer Support Ticket: https://support.rentpayment.com/hc/en-us/requests/new
Call us: 866-289-5977, available daily from 8:00 a.m. to 8:00 p.m. EST, except on major holidays.
Chat with us: Visit https://support.rentpayment.com/hc/en-us/requests/new and look for the chat icon at the bottom right of the page.
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