If your tenant is unable to see a rent charge in their account, it usually means the charge hasn’t been created, is no longer active, or isn’t available yet. Below are the most common reasons this happens.
Start here: Where to check
The easiest way to view rent charges for a specific tenant is through Lease Profiles, whether you’re on desktop or mobile.
Desktop
Click Lease Profiles
Select the lease profile for your tenant
Click Payments
Review the Sent section for any unpaid or past-due charges
Mobile App
Tap More (bottom right corner)
Tap Lease Profiles
Select the lease profile for your tenant
Tap Upcoming Charges
Common reasons your tenant may not see a rent charge
1. The rent charge hasn’t been created
Verify that you've created the rent charge. What to check:
Go to your Payments or Charges section and confirm that a rent charge has been created for the tenant.
If no charge exists:
Your tenant won’t see a balance due
Your tenant won’t be able to make a payment
To resolve this, you'll need to click Create Charge. Once you've created a charge and it is sent, confirm with your tenant if they're able to view the charge.
2. The lease is archived
If the lease associated with the tenant is archived, any related rent charges will no longer be visible to them.
This can happen if:
The lease has ended
A new lease was created
The lease was manually archived
What to check:
Make sure the tenant is connected to an active lease.
After activating the profile, you will want to go to the Payments section of this lease profile to ensure your monthly charge is still there or set up a new charge if needed. If you activate the lease after the charge due date, you will want to create a one-time charge for the tenant to pay.
Additional scenarios to check
3. The rent charge is scheduled for a future date
If you’ve set up a monthly to post on a specific date (like the 1st of the month), your tenant won’t see the charge until 15 days before the monthly charge is due.
What to check:
Review the charge date or recurring schedule.
4. The tenant is linked to the wrong property or lease
If the tenant is assigned to a different property or lease than expected, they may not see the correct rent charge.
What to check:
Confirm the tenant is assigned to the correct property and lease.
5. Recent changes haven’t reflected yet
If you recently updated the lease or created a charge, there may be a short delay before it appears in the tenant’s account.
What to check:
Allow a few moments, then have the tenant refresh or log out and back in.
When to take action
If your tenant still can’t see the rent charge:
Confirm the charge has been created
Verify the lease is active
Double-check the timing of the charge
If everything looks correct on your end, you can have your tenant try logging out and back in, or reach out to support for further help.
6. Payment status not yet updated
If your tenant’s payment has failed, the charge may not update right away in TurboTenant.
In some cases, the tenant’s bank notifies them of a failed payment before our payment processor (Stripe) updates the status in TurboTenant. This typically updates within 24 hours.
What to expect:
We recommend your tenant wait until they receive a failed payment notification from TurboTenant. Once the failure is fully processed, they’ll be able to resubmit their payment.
Frequently Asked Questions