Failed payments, payouts and reversals
Check which part failed and who needs to act.
On this page
Keep the original payment reference, amount, date and any bank or processor notice. Check the existing balance before collecting again.
Step 1: Find the original payment
Open the lease Payments tab or Payments > Charges. Check the rental, tenant, amount and status. Open the charge to read its payment history.
Step 2: Read the failed stage
Look for Payment failed, Payment returned, Deposit failed or Payment reversed. Check the dated history and the bank or processor notice. A tenant payment and a deposit to your bank are separate stages.
Step 3: Follow the displayed next step
Use Review payment when the record needs attention, or Review payout bank when the deposit failed. Resolve the stated issue in the secure flow. Contact support with the reference if the status or next step is unclear.
Failed tenant payment
A failed or returned collection may leave rent due. Ask the tenant to check the reason and current balance in their portal before paying again. Do not create a duplicate charge or assume an Autopay attempt will retry.
A checkout error and a later bank return are different events. Check the current record even if no email arrived; notifications alone do not confirm payment.
Deposit reversal
Funds can be reversed after an earlier payment or deposit. Check the original history and any reopened balance. A reversal does not by itself establish a tenant dispute or a problem with your bank details.
Do not promise a reversal date or try to cancel it by editing the rent charge. Review the notice with support before requesting a replacement payment.
Failed payout
If the tenant payment cleared but the bank deposit failed, the tenant should not pay again. Review payout bank opens the landlord payment settings. Follow any request to correct the affected receiving account.
Changing bank details does not prove an earlier failed payout was resent. Keep its reference and ask support about that specific transfer.
Other setup messages
A security-deposit return has a separate return workflow; it is not an incoming rent payout. If a tenant cannot pay at all, check the lease charge, tenant payment access and collection setup. Follow the message for the affected payment or destination.
Payout speed and timing
Payment settings offers Change payout speed. Read the current estimate, eligibility and reversal warning before changing it. First payouts, bank clearing and verification can take longer; changing the setting does not settle a payment already processing.
Check the result
- The failed stage and its next action are identified without duplicating a successful payment.
FAQs
Does a failed payout mean the tenant still owes rent?
No. Confirm the collection status separately. A failed deposit to your bank is not a reason to collect the same successful payment twice.
Should I reconnect my bank after every reversal?
No. Review the reason first. Correct the receiving account when the notice identifies a bank problem.
Will a failed payment retry automatically?
Do not assume so. Check the current attempt and balance, then follow the available payment instructions. Avoid submitting a second payment while another is processing.
How long will the recovery take?
Use the current status and provider notice. This guide does not guarantee a reversal, retry or replacement-deposit date.