How Can I Identify and Resolve Tenant Payment Failures on Rentler?
Tenant payment failures can occur for a variety of reasons in Rentler. Understanding the failure causes and appropriate steps for resolution can help landlords and tenants address these issues efficiently.
Common Causes of Tenant Payment Failures
Reasons for payment failures may include:
Card not supported for the transaction
Insufficient funds in the tenant's payment method
Payment card declined by the card issuer
Bank account closure or other banking issues- 'do_not_honor' error from card issuer
Steps to Identify the Reason for a Failed Payment
To determine why a tenant’s payment failed:
Open the tenant's payment series for the property in your Rentler account.
Scroll down and click on "View All Transactions"
Locate the specific failed payment and click on "Details".
Review the displayed failure reason (e.g., insufficient funds, declined card).5. Note that some error messages, such as 'do_not_honor,' may require contacting the card issuer for further clarification.
Resolving Tenant Payment Failures
Once the failure reason is identified, consider the following actions:
If the issue is related to the tenant’s card (e.g., "Card not supported"), advise them to contact their card issuer for clarification.
Encourage tenants to use an alternative payment method, such as a different card or a bank transfer, if the initial payment method continues to cause issues.
For insufficient funds or a closed bank account, tenants should ensure their accounts are adequately funded or update their banking details.4. For 'do_not_honor' errors, advise tenants to contact their card issuer to authorize the transaction and retry the payment.
Additional Support
If further problems persist:
Landlords can assist tenants by confirming their payment method is correctly entered in the Rentler system.
For unresolved issues, both landlords and tenants may reach out to Rentler support for additional assistance.- Emphasize the importance of contacting the card issuer for authorization when specific errors like 'do_not_honor' occur.
Addressing tenant payment issues proactively ensures smoother transactions and reduces delays in rental payments.