Payments / Ledger

Most Payments/Ledger tickets resolve when a misconfiguration, portal routing issue, or system glitch is identified and corrected directly in Voyager or by adjusting the account setup.

• Check autopay configuration first — if a resident's autopay failed, verify the payment percentage is set to 100% and not a lower value (e.g., 1%). Have the resident log in and correct the setting, then monitor the next scheduled pull date.
• Verify the correct account for fee payments — guarantor and roommate fees must be paid through the main applicant's RentCafe account, not a separate guarantor login. Direct the payer to the primary applicant's portal.
• Reverse any incorrectly bundled charges before collecting payment — if the portal is requiring a security deposit alongside application/admin fees before approval, or showing an incorrect fee amount, (admin only) reverse the erroneous charge so the applicant can proceed. The system should auto-charge the correct deposit upon approval.
• Post charges directly in Voyager if CRM IQ is blocking them — when CRM IQ intermittently prevents charge posting, (admin only) post the charge through Voyager as a workaround and flag the blocking issue to Yardi support separately.
• Add end dates to duplicate charges after a renewal or lease event — if countersigning a renewal mid-month-to-month period creates duplicate lease charges, (admin only) add end dates to the duplicate entries, then run the Rent Posting – 1st of the Month report to confirm charges are accurate.
• For false NSF/payment failures with no bank-side issue, the likely cause is a RentCafe outage. Accept a money order or in-office payment as a short-term workaround and check the RentCafe status before troubleshooting the resident's account further.

If none of these solve it, file a ticket and include: the specific error message displayed, whether the issue occurs in CRM IQ, RentCafe, or Voyager, the steps already taken (including any charge reversals), and whether a system outage was occurring at the time of the issue.