The Tenant Turner billing system, Stripe, automatically chooses optimal times to retry failed payments to increase the chance of successfully paying an invoice. The default credit or debit card on a past due account will be tried up to four times within a week. To avoid bank fees, Stripe ​​doesn’t retry invoice payments made with ACH debit, BECS debit, or SEPA debit.

Failed payment status

How do I know when my account reaches a past due status?

If a payment fails, your account will be marked as past due and an orange banner will appear in your Tenant Turner account alerting you of the failed status and failed payment reason determined by Stripe (i.e insufficient funds). At the time of failed payment, we'll also send an email to the billing contact to let them know. Administrative users can update which email is designated as the billing contact though the Billing page in Tenant Turner.

If your default payment method is set up for ACH and you have confirmed the appropriate funds are available, but you're still seeing the failed payment status, please reach out to our support team for further assistance via chat or email (support@tenantturner.com).

Unpaid status

How do I know when my account reaches an unpaid status?

After the first failed payment, the system will retry the default payment method four times within a week. Your account will be marked as unpaid if the Tenant Turner billing system does not receive a successful payment or the account payment method is not updated appropriately within that time. A red banner will appear in your Tenant Turner account and account functionality will be locked until payment has been processed successfully. Administrative users can update payment though the Billing page of your Tenant Turner account.

If your default payment method is set up for ACH and you have confirmed the appropriate funds are available, but you're still seeing the failed payment status, please reach out to our support team for further assistance via chat or email (support@tenantturner.com).

How can I get my account unlocked?

You will need to add a different card on file for the payment to process and your account to unlock and revert to normal functionality. Once a new card is added and marked as the default, that will trigger a payment attempt immediately. If the payment is successful, your account will go back to good standing and the banner should go away.

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