Payment failed, still pending, or deposit missing
Check the renter payment and landlord bank deposit separately before retrying a payment or reporting missing money.
On this page
Have the lease or rent period, payment amount and date, payment method, and any payment reference available. Identify whether the problem is a renter payment or a landlord bank payout.
Check for an existing Processing payment or receipt before making another payment for the same charge. A bank balance change alone does not tell you the Rentari payment status.
Use your own account and the bank account involved. Share the displayed error and relevant reference with support, not a password, full card number or full bank account number.
For renters, start with the payment shown in Money. For landlords, start with the charge and its bank payout in Payments. A saved bank account, a submitted payment and a deposit into the landlord's bank are different records.
In this guide, deposit means a landlord bank payout. Returning a renter's security deposit is a separate workflow.
Renter: check Money before paying again
Open Money. Review What makes up this balance, any Processing amount, and Account History, which leads to Payment history. Match the amount, date and rent period; open Receipt if it is offered.
Renter: distinguish bank verification from payment processing
If the message is Verification pending during bank setup, follow that connection's instructions and use Verify with Stripe when available. Return to Money and check Payment methods. If a rent payment itself is Processing, keep track of that existing payment instead of submitting it again.
Renter: review a failed or returned payment
Read the actual failure message. If What makes up this balance shows Returned by your bank, note the reason or code and review the outstanding charge. Use Question this charge to ask your manager about the record, and ask your bank or card issuer about its stated reason.
Landlord: inspect the payment behind the charge
Open Payments, then Charges. In Sent charges, use the lease, status and period filters to locate the correct charge. Expand it and open Payment details when offered. Read Payment money flow, including each stage's status, date and notes.
Landlord: match the bank deposit
Open Payments, then Deposits. Check the rental, lease, tenant and date-range filters; use Reset if they hide the record. Compare Deposit date, Date paid, Bank and Amount with the bank entry. Expand the charge-count detail when a deposit covers several charges.
Landlord: follow the account status or request a review
Open Settings, then Rent payments. On Bank Accounts, review the collecting entity, destination bank and current verification status. If Finish verifying with Stripe is shown, choose Continue and complete the requested provider steps. Return to check the status. If the payout is still missing, its estimate has passed, or the records conflict, contact Rentari support with the amount, payment date, displayed status, bank ending and relevant reference.
Distinguish payment and bank states
| State | Next check |
|---|---|
| Bank verification | Read the payment method’s requested verification step. |
| Processing payment | Follow the existing payment before attempting another one. |
| Failed or returned payment | Read the reason and any effect on the original charge. |
| Paid charge | Inspect the applied payment; this alone does not confirm a bank deposit. |
| Payout | Match its destination, amount and recorded provider status. |
Check the result
- You can identify whether the unresolved item is bank verification, a renter payment, or a landlord payout and locate the corresponding record.
- You can compare the charge, available payment details and deposit entry without treating an estimate, saved method or support message as proof of payment.
- If the status is unresolved, you have the amount, date, displayed issue and reference needed for a focused review before another payment attempt.
FAQs
My bank shows a debit, but Rentari says Processing or shows a failure. Should I pay again?
Do not decide from the bank balance alone. Check the existing payment in Money, the Processing section, any returned-payment reason and any available receipt. Ask your bank or card issuer and your manager to resolve conflicting records before submitting another payment for that charge. This guide does not promise when a bank authorization, return or refund will disappear.
Why is a Processing payment missing from Payment history?
The current history lists recorded paid payments. Processing items appear separately in the balance breakdown. Check both places; a missing history row alone does not establish a failed attempt.
The tenant paid, so why is there no matching deposit in my bank?
The tenant payment and the payout to your bank are separate stages. Inspect Payment details and Deposits, then review the collecting account in Rent payments. A deposit can cover several charges, and payment fees can affect the amount received. Check the shown records rather than expecting every tenant payment to appear as an identical individual bank deposit.
Can I rely on the estimated deposit date or request an immediate payout?
An Est. date is an estimate, not confirmation of arrival. Account verification or a payout review may need to finish first. Follow the displayed account instructions and contact support if the date has passed or the status is unclear. This guide does not provide an immediate-payout control or guarantee a settlement time.
Payment details will not load or says the entry is offline. Does that prove no online payment happened?
No. The current view can show an offline or legacy fallback when a payment-provider link or live data is unavailable. Read the error and notes and compare the original payment reference and bank activity. Close and reopen Payment details to try loading it again; if the issue remains, ask support to review the record. An unavailable timeline is not proof of an unpaid charge or a reason to pay twice.
Could rent paid from someone else's bank account be reversed?
Yes. ACH payments can be disputed after settlement or payout. A different account-holder name is a reason to check authorization, not proof of fraud: joint accounts and authorized third-party payments can be legitimate. Do not send a separate refund to another account while an unauthorized-payment dispute is being investigated; a refund and a bank dispute can cause a double credit. Record the payment reference, amount, date and displayed status, and contact support and the bank involved. See Stripe's ACH guidance: https://docs.stripe.com/payments/ach-direct-debit.
Does a verified bank account prove it belongs to my tenant?
Bank-login verification, bank-reported account ownership and permission to debit are different checks. Rentari has bank-connection and ownership-review safeguards, but availability depends on the payment flow and provider data. Never treat a saved account, a typed billing name, identity screening or renters insurance as a guarantee against unauthorized payments. A landlord should rely on the verification status actually shown and ask support to review ownership concerns; the assistant cannot independently confirm a bank owner from a payment total. Stripe explains ownership data at https://docs.stripe.com/financial-connections/ownership.