Tenants occasionally face issues like not seeing their invoices or not being able to pay balances in TenantCloud. These problems usually arise from configuration issues, unshared leases, or incomplete connection setups. If you receive such a complaint, follow these steps to resolve it:
Connect a Tenant
A connection must be set up between you and your tenant to share a lease, send messages, and exchange files within the system.
Learn more here:
How do I connect with a tenant?
If the tenant has not accepted your connection request on TenantCloud, they will not have access to their invoices or balances. Ensure that the connection request has been accepted, as it is a critical step in enabling financial visibility for the tenant.
Share the Lease
To be able to send lease agreements for review and signature online, send new invoices, accept payments, and receive maintenance requests, you will need to share the lease with your tenant. Please open the Renters page from the Property Operations left-side menu and switch to the Renters tab and click on "view profile" for the needed tenant.
Switch to the "Leases" tab on the tenant's profile and select the needed lease by clicking “View”. If the lease was not shared with a tenant during the move-in process, you will see the "Share" link:Scroll to the "Tenant information" section on the lease page and click the "Share" button next to the tenant's name to ensure the lease is shared. Once shared, the tenant will gain access to related invoices and balances, allowing them to pay rent electronically.
If tenants still cannot view or pay invoices after completing the steps above, consider the following troubleshooting tips:
Verify that all invoices are categorized as income invoices, not expenses.
Check whether the tenant's account is active and properly synced with your landlord account.
Contact TenantCloud support for further assistance if these issues persist.
The following link may be useful for you:
How do I connect with my tenant and share the lease?