Before disabling tenant payments
Please review the following before turning off payments for a tenant:
Legal considerations: In some eviction situations, you may still be required to accept payments. Be sure to check your local and state laws before disabling payments. Keep in mind that tenants may still be able to make payments outside of TurboTenant.
Existing charges: Tenants can continue to pay any existing unpaid charges in TurboTenant, even after their lease ends. However, they will not be able to pay for any new charges that have not already been created.
Communication matters: We strongly recommend notifying your tenant before disabling payments. Once disabled, they will no longer be able to pay through TurboTenant, which can lead to confusion, missed payments, or disputes if not clearly communicated.
What does disabling tenant payments mean?
Disabling tenant payments means you’re turning off a tenant’s ability to pay rent and other charges online through TurboTenant. Once disabled, that tenant won’t be able to pay new or existing charges for any lease(s) they’re associated with until you turn payments back on.
Why would a landlord disable tenant payments?
Disabling tenant payments is typically only recommended in specific situations where accepting online payments is no longer appropriate.
For example:
An eviction is in progress and you have been advised by your attorney to stop accepting payments
A tenant has had repeated failed payments, and you plan to collect rent offline moving forward
This setting is applied per tenant and does not impact other tenants unless disabled individually.
When should you not disable payments?
Disabling payments should not be used for general account management or convenience.
If you simply need to stop a tenant from being charged (for example, ending a lease, correcting an amount, or pausing), we recommend deleting or updating the charge instead.
How to disable payments
There are a couple of ways to disable tenant payments. One option is:
Go to the Tenants tab.
Select the tenant you want to update.
Click the three dots (⋮) to the far right of their tenant profile.
Select Disable Payments.
Option 2: Disable payments from the Lease Profile
You can also disable tenant payments from within a specific lease:
Go to the Lease Profile tab.
Select the lease you want to update.
In the lease Summary, scroll to the Tenants section.
Next to the tenant’s name, click the three vertical dots (⋮).
Select Disable Payments.
Reminder: This setting is per tenant and will disable payments for that tenant across any lease(s) they’re associated with.
Next, confirm the change
After you click Disable Payments, confirm the action by selecting Yes, Disable.
What happens next
This will prevent that tenant from paying any new or existing charges across all leases they’re associated with.
Tenants are not notified when you disable their payments.
This change only applies to the selected tenant. Other tenants on the lease will still be able to make payments unless you disable them individually.
How to view a tenant’s payment status
You can confirm whether a tenant’s payments are disabled from their Tenant Profile:
Go to the Tenants tab.
Select the tenant.
In the Tenant Profile, look for the Payments status showing that payments are Disabled. You'll see the date the payments were disabled as a result of your action.
Enable Payments: Turn tenant payments back on (after they’ve been disabled)
Use this only if you previously selected Disable Payments for a tenant. If you’re trying to set up rent payments for the first time, this is a better place to start!
When you’re ready to allow the tenant to pay online again, you can turn payments back on at any time.
Option 1: Turn payments back on from the Lease Profile
Go to Lease Profile.
Select the intended lease.
In the lease Summary, scroll to the Tenants section.
Next to the tenant’s name, click the three vertical dots (⋮).
Select Enable Payments.
Option 2: Turn payments back on from the Tenants tab
Go to the Tenants tab.
Select the intended tenant.
In the Tenant Profile, click the three vertical dots (⋮) on the far right.
Select Enable Payments.
Confirm the change
After you select Enable Payments, confirm the action by clicking Yes, Enable.
Note: This option is only available if you previously disabled payments for this tenant.
What happens next
The tenant will be able to pay new and existing charges across all lease(s) they’re associated with.
Tenants are not notified when you re-enable payments. If needed, you’ll want to confirm this change directly with your tenant.
This change only applies to the selected tenant. Other tenants on the lease won’t be affected unless you enable them individually.
FAQs: Disabling and Re-enabling Tenant Payments
Q: Where can I see a record of when rent payments were disabled?
A: The date when payments were disabled will appear under a tenant's name in their tenant profile.
Q: Will disabling payments remove the tenant from the lease?
A: No. Disabling payments only stops the tenant from paying online. It does not remove them from the lease or change lease details.
Q: Does disabling payments cancel charges that already exist?
A: No. Existing charges still remain on the lease/account, but the disabled tenant won’t be able to pay them online while payments are disabled.
Q: Does this affect other tenants on the same lease?
A: No. Disabling or enabling payments applies to one tenant at a time. Other tenants on the lease can still pay unless you also disable them.
Q: If a tenant is on multiple leases, what happens?
A: Disabling (or enabling) payments is per tenant, and it applies across all lease(s) they’re associated with.
Q: Will my tenant be notified if I disable or enable payments?
A: No. TurboTenant does not notify tenants when you disable or re-enable their payments.
Q: Can I temporarily disable payments and turn them back on later?
A: Yes. You can disable payments for a tenant and re-enable them at any time.
Q: Where can I confirm whether payments are disabled?
A: Open the tenant’s Tenant Profile. You’ll see their Payments status showing whether payments are enabled or disabled.
Q: I disabled payments by mistake. How do I fix it?
A: Re-enable payments for the tenant using either:
Lease Profile → Tenants → (⋮) → Enable Payments, or
Tenants → Tenant Profile → (⋮) → Enable Payments
Q: Why can my tenant still pay even after I disabled payments?
A: It's important to verify that you disabled rent payments for the correct tenant, and/or make sure that they are not associated with the lease profile under the same lease, using a different email address. Double-check the Payments status for the correct tenant, and repeat the steps for each tenant who should be disabled.
Q: Does disabling payments stop autopay or scheduled payments?
A: Yes. If you disable payments for a tenant, they won’t be able to make any payments while payments are disabled, and any existing scheduled/autopay payments will be stopped.
Q: Can I disable payments for all tenants at once?
A: Not currently. Payments must be disabled per tenant, so you’ll repeat the steps for each tenant.
Q: Can I disable payments for only one charge (like late fees) but keep rent enabled?
A: No. Disabling payments prevents the tenant from paying any new or existing charges across their leases.