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
Online payments made via ACH (bank transfers) typically require 5–7 business days to process, and for card payments, the processing time is 2-3 business days. During this period, the payment status in TenantCloud will be displayed 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 all types of payments made through the platform.
Additionally, pending payments cannot be canceled during this processing period, regardless of any changes or errors in the payment details.
Check Your Bank Account
Make sure the bank account you added is active, and no limits are set on the financial institution's end. You will need to contact your bank to verify this information. If the transaction is shown as "Failed", you will see the reason in the payment details to help you troubleshoot further.
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.
By following these instructions, you can address most payment-related concerns within TenantCloud. For users facing card payment issues, additional troubleshooting steps, such as verifying card settings or contacting your bank, can further ensure transaction success.