Automatic payment that never processed

GlenMark

I just contacted a tenant regarding their past due balance and was told that in June, we had discussed setting up a card for automatic payment (which I do remember that conversation). However, the card was never processed on the 1st like all of the others. I went back to the Automatic Billing window and sure enough, he was set up for auto on the 1st. So why didn't it go through?

MamaDuke7

I had the same issue with a unit for a couple months.  Then it suddenly started working, so I never did figure out the problem.

storable_support

Hi @GlenMark, thank you for reaching out! I elevated this issue internally and a case was created for you. I believe Support has already been in touch with you. If not, please let me know. We'll get to the bottom of this!

Faye

GlenMark said:

I just contacted a tenant regarding their past due balance and was told that in June, we had discussed setting up a card for automatic payment (which I do remember that conversation). However, the card was never processed on the 1st like all of the others. I went back to the Automatic Billing window and sure enough, he was set up for auto on the 1st. So why didn't it go through?

I found this to be an issue this month as well. Luckily I caught the ones that did not process and ran them manually. 

storable_support

Hi @Faye. I'd love to open a case for you and have Support reach out to you directly so that we may investigate what happened. Would you please respond to my private message? Thank you, Amy C. 

GlenMark

storable_support said:

Hi @GlenMark, thank you for reaching out! I elevated this issue internally and a case was created for you. I believe Support has already been in touch with you. If not, please let me know. We'll get to the bottom of this!

On the phone waiting for a senior tech (Corey, I believe) at this very moment.

Faye

storable_support said:

Hi @Faye. I'd love to open a case for you and have Support reach out to you directly so that we may investigate what happened. Would you please respond to my private message? Thank you, Amy C. 

I will wait and see if it happens again next month. Thank you for your response.