How to Resolve Payment Issues on TurboTenant
Payment issues can be frustrating, but most errors on TurboTenant have specific causes and straightforward solutions. This guide outlines common problems tenants may encounter when attempting to pay rent and provides actionable steps to resolve them.
Common Payment Issues and Their Causes
Additional scenarios, such as failed autopayments and landlord-imposed restrictions, can also contribute to payment difficulties. Payment processing inconsistencies, such as delays in payment updates or offline payments not being recorded, can also cause confusion for tenants.
For example, insufficient funds (NSF) failures occur when a tenant’s bank reports insufficient funds, even if the displayed balance seems adequate. Pending transactions or holds can reduce the available balance, leading to payment failures.
Tenants may face the following common payment errors on TurboTenant:
'Unable to Process Payment' Error: Indicates a missing or improperly set up payment method.
Error Following Transition to TurboTenant: Occurs when payment settings are not properly configured after transitioning accounts.
General Payment Errors (Unspecified): These are generic error messages typically linked to account connection issues.
ACH Payment Method Not Visible: Resulting from an unlinked bank account for ACH payments.
Error Code 'do_not_honor': Indicates a bank-specific issue preventing the payment.
Account Number or Other Invalid Information: Likely flagged due to suspected fraud or data mismatches (e.g., mismatched postal codes).
Autopay Failures: Autopay transactions may fail due to expired payment methods or insufficient funds.
Payments Disabled by Landlords: Landlords may disable payment options, preventing tenants from completing transactions through the platform.9. Error Code "Card Velocity Exceeded": Indicates that the bank is blocking the transaction due to hitting transaction or spending limits, often seen with savings accounts. Resolution Tips: Use a checking account instead, contact your bank to adjust or remove the transaction or spending limits, and retry the payment after the limit is adjusted.
"Nothing Due" When Attempting to Pay: This issue arises when unpaid charges are incorrectly reflected as settled. Action: Contact your landlord, or the landlord may need to manually create a one-time charge for any unpaid amounts to resolve this.
General Troubleshooting Steps
Follow these universal steps to resolve common payment issues:
Verify Account Settings: - Log into TurboTenant via a browser (computer or phone). - Navigate to "Settings" and then "Payment Methods." - Ensure a valid card or bank account is linked.
Retry with a Different Device: - If errors persist, try accessing TurboTenant from a laptop or desktop.
Resolve Bank-Related Declines: - Contact your bank to resolve.
Update Payment Method Information: - If prompted for incorrect details like account structures or mismatches (e.g., CVC or postal code), update the information and reattempt the payment. Errors flagged by payment processors like Stripe often resolve after corrections.
Retry Failed Payments: - Wait for the payment processor to register the initial failure. - Once the payment method reactivates, retry the transaction manually.
If declined due to insufficient funds, and you believe it is an error, you'll want to ensure you do not have other pending payments waiting to be withdrawn. Resolve General Payment Declines: If your card payment is declined without an error code, contact your bank to investigate and determine the reason for the decline. After resolving the issue, retry the transaction. 8. Technical Troubleshooting for Adding a New Card: For technical errors when adding a new card, refresh the page, log out and back into your account, clear your browser’s cache and cookies, and restart your device. Gather details about your browser and device type to assist TurboTenant support if the issue persists.
Resolve Incorrect Due Amount: Clear your browser’s cache, cookies, and history or update your app to the latest version. Log back into TurboTenant and retry after refreshing the session.
Failed Due to Insufficient Funds” (Even When You Have Money)
Sometimes, your payment may fail even though your bank account shows enough money. This usually happens because your available balance is different from your current balance.
NSF fees are assessed by the tenant’s bank, not the payment processor. To resolve, verify your account’s available balance, ensure funds cover the payment amount, and retry the payment once sufficient funds are available.
Your available balance is what’s actually ready to use right now. Pending deposits or other outgoing payments can temporarily reduce that amount - even if your overall balance looks higher.
Common reasons this can happen:
A recent paycheck or deposit is still pending and hasn’t fully cleared.
You have other pending payments or holds your bank has already set aside.
Your rent payment tried to process before your funds were officially available.
💡 Tip: Wait until your deposit clears or your available balance is high enough, then try again. If your bank shows a pending deposit, it may take 1–2 business days before those funds can be used.
Resolving Payment-Specific Error Messages
Handling Offline Payments and Dashboard Discrepancies
Offline payments, such as those made via cash or external platforms, do not reflect in TurboTenant automatically. To ensure accurate account balances, landlords must manually record these payments in the system. Delayed or unrecorded offline payments can confuse tenants and prevent accurate tracking.
Here are solutions for specific errors:
'Account Number Specified does not have the Correct Number Structure': Suspected fraud or mismatched information may trigger this. Correct the data and retry the payment. Typically flagged by Stripe, TurboTenant's payment processor.
Sudden Unspecified Payment Errors: These errors, with no specific resolution steps, may stem from account connection errors. Refresh the account cache by logging out and back in.
Stripe Declined Payments: Stripe, TurboTenant’s payment processor, may decline transactions due to blocks triggered by banks. Work with your bank to resolve the issue, though some Stripe blocks may remain even after bank resolution.
Contacting TurboTenant Support
If you've tried all the steps above and still face issues, contact TurboTenant's Support Team for personalized assistance.
By following these steps, tenants can resolve the majority of payment issues encountered on TurboTenant efficiently. Refer to this guide for troubleshooting and remember to keep your payment details up to date to avoid disruptions.
Additionally, following best practices like maintaining up-to-date payment details and ensuring landlords set up charges correctly can help avoid common issues.