Why does my tenant get a reminder even though they paid?
The most common causes and how to fix them.
Does a tenant get a reminder even though they say they've already paid? These are the causes we see most often.
In this article
Causes and solutions
| Cause | Solution |
|---|---|
| You use an accounting integration and the payment hasn't been processed there yet | With an accounting integration, the payment status in your accounting package is leading. Only once the payment has been processed there does the status come back to OWNER. Process the payment in your accounting package. |
| The payment was applied to a different sales invoice | Without a payment reference, a payment is applied to the oldest open sales invoice. As a result, the newest one appears unpaid. Always ask tenants to use the payment reference. See How does OWNER Pay match a bank transfer to a sales invoice? |
| Payment was made to an old account number | Check in the payments whether the money was received on the account number from the sales invoice. See What happens if a tenant pays to the wrong account number? |
| Payment was made outside OWNER | Mark the sales invoice as paid yourself. See How do I manually mark a sales invoice as paid? |
Temporarily turning off reminders
Want to prevent another reminder from going out while you look into it? Turn off automatic reminders for that sales invoice or tenant. See How do I turn automatic reminders on or off?
Still need help?
Contact support:
- Chat: through the help center (chat button at the bottom right)
- Email: support@owner.app
- Call or WhatsApp: +31 591 799 602