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Troubleshooting: Auto-Pay Not Running for a Tenant

autopay help, autopay didn't run for tenants, autopay renters,

Written by Danny Hehir

If your tenant is set up for auto-pay but wasn't charged, double-check the tenant is connected to their rent charges!

Note: AutoPay Automatically Pauses for Former Tenants or Unavailable Units

If a renter is no longer marked as a current tenant, or their unit is no longer available, RentRedi will automatically turn off AutoPay for them — even if a separate payment-account issue would otherwise have stopped the run first. This prevents former tenants from staying scheduled for rent payments they shouldn't be making, and shows a clear pause message explaining why AutoPay was turned off. If this is why AutoPay isn't running, no further troubleshooting is needed — the tenant would need to be reconnected to an active lease/unit before AutoPay could be re-enabled.

Follow the steps below to check if your tenant is connected to their rent charges! 😊

  1. On your RentRedi dashboard, click the "Renters" tab

  2. Select the tenant you'd like to see the charges for

  3. Click their "Charges" tab

  4. From there, you can view charges connected to a tenant!

OR

  1. On your RentRedi dashboard, click into the "Rent" section

  2. Find the charge you'd like to review

  3. Click "Edit Charge Details" on the dropdown menu of the charge

  4. From there, you'll be able to see if the tenant is connected to the charge!

If your tenant isn't connected to their rent charges, follow the steps below to re-create the lease with the tenant connected & delete the old rent charges.

Connect Tenant to New Rent Charges

  1. On your RentRedi dashboard, click "Properties"

  2. Select the unit for which you need to create new charges

  3. Select "New Lease (Charges)"

  4. Recreate the rent charges, ensuring the tenant is connected

  5. Select "Save"

  6. A pop-up will ask you if you want to remove overlapping charges; select "Yes, Delete Previous Charges"

This will remove any duplicate charges, while also connecting your tenant to their rent charges! 🎉
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Once Autopay is active on the tenant's side, you'll see the recurring date and payment amount established in the system. RentRedi will also confirm a successfully connected payment method:
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If your tenant is listed on the charge, did you create the charge after auto-pay ran for the tenant?

  1. If yes, then your tenant needs to manually pay to get up-to-date, and then auto-pay will run going forward

  2. If not, then contact our team (using the blue chat support button in the bottom right-hand corner) to investigate!

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