Why Might Payments in TenantCloud Show as Pending or Fail, and How Can Users Resolve Such Issues?
TenantCloud users may encounter issues with payment processing, especially with transactions appearing as "pending" or failing altogether. This article explains the typical reasons for these situations, along with steps to enable online payments and resolve status discrepancies.
Payment Processing Timelines for ACH Transfers
Online payments made via ACH (bank transfers) typically require 5–7 business days to process. During this period, the payment status in TenantCloud may display as "Pending." Rest assured that no additional actions are required unless you receive an error or rejection notice. Delays exclude weekends and public holidays. This applies to both rent payments and owner distribution payments made through the platform.
Setting Up Online Payments in TenantCloud
Even if your TenantCloud account is verified, online payments cannot be processed until a payment method is added. Follow these steps to enable this functionality:
Go to Settings.
Open the Online Payments section.
Click Setup.
Enter and save the bank account you’ll use to make payments.
Once you’ve completed these steps, online payments will be enabled in your TenantCloud account.
Resolving Payment Status Discrepancies
If there is a mismatch between your bank's status and TenantCloud’s payment status, it’s important to note:
TenantCloud’s payment status is definitive within its system.
If your bank shows a payment as declined, but TenantCloud shows it as pending, this could indicate the payment is still processing. Wait for final confirmation within TenantCloud before taking further action.
TenantCloud will update the payment status to "Failed" if the transaction indeed does not go through. This ensures that you always have accurate information from the platform.
Key Takeaways
Bank transfers (ACH payments) take 5–7 business days to process, and may appear as pending during this time.
Ensure online payments are enabled by adding a bank account in the Online Payments section of TenantCloud.
Trust TenantCloud’s payment status updates, as these are definitive within the system.
By following these instructions, you can address most payment-related concerns within TenantCloud.