A pre-authorized debit (PAP) is displayed as a failure and you have not received the funds in your bank account? Two errors may have occurred.
How to recognize them?
1. Error in bank information
A failed first PAP?
It is certainly an error in the bank details of the tenant. Do not hesitate to ask him for his specimen check to confirm whether the information matches that of the system. To find the information entered by the tenant in the platform, go to the lease, Documents section and open the Direct debit authorization document.
If there is an error there, you will need to undo and re-enable PAPs from the lease Collect options section.
From there, you have two (2) options :
1. Invite your tenant to complete the information again from their account.
2. Do it for him with his permission. To do this, go to the lease, Documents section and complete the Direct debit authorization document on behalf of the tenant.
Regarding the failed rent, you will be asked to proceed differently with your tenant (Interac transfer, etc.) and add the payment manually for this time.
2. Insufficient Funds
If there are insufficient funds in your tenant's account, the PAP will appear as a failed payment in the Payment Tracker . We invite you to contact your tenant as soon as possible.
A service fee of $20.00 will be charged. However, when scheduling PAPs, we offer you to bill the fee to your tenants. This invoicing will be applicable to the next rent.
As soon as the funds are available in your tenant's bank account, you can retry the payment manually.
Here are the different steps:
- Go to Payment Tracking.
- Select the failed rent.
- Click on the three small dots on the right, then Retry payment.
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