Understanding payment processing statuses

Your Payments page, under Rental Management in the property menu, lists the tenancy's rent payments and tenant bills with their current status. A Payment Issues box at the top flags anything that will hold up processing, such as a bank account that isn't verified yet or a tenant who hasn't added their payment method, and the Create Payment button lets you bill your tenant for an expense from the same page.

What the Payment Issues messages mean

• Provide Property ownership documents or Property documents awaiting approval by PropertyNow: upload your rates notice and ID, or wait for our team to approve them.
• Please add a bank account to receive payments into or Please verify your bank account: add your payout account under Bank Accounts, then confirm the small deposits we send. If only one amount arrives, enter that one.
• The tenant hasn't added their payment method: your tenant needs to add direct debit or PayTo in their tenant portal.
• The tenant has added a bank account, but needs to verify it: they confirm the small deposits in their portal, the same check you did on yours.
• The tenant needs to complete the Direct debit authority agreement or approve the PayTo agreement in their banking portal: the last step sits with your tenant and their bank.
• The tenant needs to set their added payment method as their payment choice: they've added a method but not selected it.
• The tenant has not updated their payment details for the tenancy renewal: see Do I need to set up my payment method again for a renewal?.

Scheduled

The payment is set to be processed on the listed date (either later today or in the future).

Payment Pending

We’ve sent the payment request, and it’s waiting to be processed by our payment provider. This step usually takes a few hours to one business day.

Bank Processing

The payment provider has sent the request to the tenant’s bank. It may take up to 2 business days for the bank to process it and confirm success or failure.

Failed Direct Debit

The payment attempt failed. It will automatically retry in 48 hours, with up to 3 attempts in total.

Completed

The payment was successful and has been sent to your bank. Transfers happen every 30 minutes, but if you haven’t received the rent within 1 business day, contact us.

Missed

The payment couldn’t be processed because there wasn’t an active Rental Management subscription on the property when the rent fell due. Your next scheduled payment is still created as normal, but this one can’t be collected or marked as paid — get in touch and we’ll sort it out with you.

Updated on: 04/10/2026