Online Rent Payments FAQs

Looking for help with online rent payments, failed transactions, or NSF fees? This guide answers the most common questions about how online payments work, how to track them, and what to do when issues arise.

Q) How do I know if an online rent payment was processed?

The quickest ways to verify an online payment processed are:

1. Pull the Completed Online Payments Report

2. View the account ledger.

   In your Rentec Direct account:

   1. Click on Tenants

   2. Click on the tenants' Balance to view the ledger

Q) Why didn’t a returned ACH payment offset automatically?

If your merchant account was created before June 2020, you may need to update your settings.

In your Rentec Direct account:

1. Click on Settings
2. Under Program, click on Program Defaults
3. Scroll to the bottom of the page and click on Edit Advanced Settings
4. Under Payment Options, set Return Tenant ACH Transactions to zero? To No
5. Click on Save Changes

This ensures failed payments are properly reflected in your ledgers.

Q) Will the software retry a failed payment?

Yes. If a scheduled ACH or credit/debit card payment fails, the system will attempt to process it again the same day if another processing window is still available. In compliance with CSGForte:

• Maximum of 3 attempts per day
• After the third failure, the system will return a “Too Many Failures” message 
• Additional attempts must be made using a different card or bank account

Q) Are management fees automatically removed from the property ledger when a payment fails?

Management fees that are automatically posted to the property ledger must be manually removed if needed.

In your Rentec Direct account:

1. Click on Properties
2. Click on the property Balance to enter the ledger
3. Right-click on the transaction  and select Delete Transaction

Q) Can an NSF (Non-Sufficient Funds) fee be charged automatically?

Yes. You can configure the software to post an NSF fee for failed online payments automatically.

⭐ Learn more about Automated Nonsufficient Funds Fees

Q) Can I manually add an NSF fee?

Yes. You can manually add NSF fees using the same process as for failed paper checks, to ensure accurate ledgers.

⭐Learn more about:  Returned Check, NSF, Failed Payment

Q) Can tenants pay rent with a savings account or Cash App?

The system is designed to process ACH payments from checking accounts, but some banks may accept ACH payments from savings or Cash App accounts if valid routing and account numbers are provided.

Keep in mind:

• Routing numbers for ACH payments may differ from those on deposit slips
• Some banks do not support ACH debits
• Failed payments may require a different payment method

All payment methods undergo verification to ensure secure transactions.