Can a payment be canceled?
TurboTenant does not currently have the ability to cancel a payment when it is processing. This is largely due to restrictions set in place by our payment processor, Stripe.
It can take up to 5 business days for a payment to clear. Our team recommends that the landlord refunds you outside of the platform once they have received the deposit in their bank account. You would need to contact the landlord after the payment has cleared and request they issue a refund.
The payment was made from the wrong payment method
Should you make a payment from an incorrect Payment Method, altering the payment method will not prevent that pending payment from processing. The payment can take up to 5 business days to succeed or fail.
If the payment fails, the funds will not be pulled and you can re-add your Payment Method of choice. After you have added the new payment method, you can make a new payment through your Tenant Dashboard in the portal.
If the payment is processed successfully, funds will be directed to the landlord. You would need to reach out to the landlord directly to have them reimburse you outside of TurboTenant. Please remember that since the payment was made, the landlord will need to create a new charge for the amount in question so that you are able to resubmit a payment with the correct payment method.
TurboTip: Before submitting your rent payment, ensure that the payment method is correct by verifying the last four digits of the payment method, this information will be displayed to you before submitting your rent payment. You can also verify this within your Settings tab in the Rent Payment section.
I paid my roommates and/or spouses' portion of the rent by accident
Partial Payments allow the Tenant to choose the amount of the payment that they would like to pay. If you selected too much or paid the full amount, it will take 7 business days for the payment to clear. If the payment does not clear, then you can go back in and make the correct payment in your Tenant account.
If the payment goes through, then you will need to either have the other occupant(s) reimburse you for their part of the rent or have the landlord reimburse you outside of TurboTenant. Please remember that since the payment was made, the landlord will need to create a new charge for the amount in question.
TurboTip: Before submitting your partial rent payment, ensure that you have entered your portion correctly. Once the payment is submitted, it cannot be canceled if there is an error.
Not seeing a rent charge?
If you are not seeing a Rent Charge in your account, there are 3 reasons that could be causing this.
Reason 1: You may be logged into the incorrect account. Check the account information on your dashboard. If the Lease Term, property address, or messages don't look familiar, you may be looking at a different/past account. If you need help, email us at [email protected] and we can help you get to the right account!
Reason 2: You may be viewing the wrong property. If you select the dropdown arrow next to the property listed in your dashboard, you'll be able to select the property listed as "My Home" to view your current charge(s).
Reason 3: The charge has not been created or sent by the landlord. If you do not receive a monthly charge that you should have, it can be because it expired without the landlord realizing it or they have not created the charge for you yet. This doesn't mean you are exempt from the payment and it is essential to contact the landlord immediately to ensure payment.
Still have questions? Reach out to our Support Team via chat or by email at [email protected].