Hemlane requires tenants to pay their late fee before they can pay the rent. It is in violation of a lease agreement to pay the rent and not the associated late fees.
In our experience, tenants are more likely to stay within the lease terms if late fees are required first. Going through the collections process is burdensome for both parties when it is a nominal amount, such as a $20 late fee.
Owners and managers can make the decision to cancel late fees if they want to give a one-time exception. This will allow the tenant to pay rent. Owners and managers can read more about cancelling payments here.