Payments processed through Hemlane are managed by your property manager, who creates requests for you to pay or receive funds. If you are having trouble submitting a payment, the sections below cover the most common reasons and how to resolve them.
How Do I Submit a Payment as a Tenant?
Your Payments tab on the left-hand panel displays a list of transactions. If the amount due shown on your Dashboard or Payments tab is not $0, there is an outstanding balance for your lease group.
Step 1: Go to the Payments tab and click View next to the transaction.
Step 2: Click Make Payment in the upper right corner.
Step 3: Confirm the funding account and the amount that will be paid.
Step 4: Click Confirm to start processing your payment.
Your funding account will default to the checking account on file. If you would like to use a different bank account, select the preferred option and click Confirm.
Please note that you can also set up automatic payments ahead of time if that option is available for your lease.
If the payment is not yet past due, you can schedule a future payment date by selecting “No” under “Charge now?” to set a one-time automatic payment for a later date.
Why Do I Have to Pay My Late Fees Before I Pay My Rent?
Some property managers enable late fees when rent is not paid on time. If a late fee is showing as due, it must be paid before you can submit your rent payment. Only your property manager can remove or waive a late fee.
Why Does My Payment Fail After I Submit It?
If your payment fails, check your Payments tab in Hemlane or review the email notification sent to you for details on the failure. Common reasons include:
- Insufficient Funds (NSF): Make sure there is enough balance in your bank account to cover the ACH withdrawal. Some banks block ACH withdrawals on accounts with overdraft protection, so you may need to contact your bank directly to resolve the issue.
- Other Reasons: If your payment fails for another reason, reach out to support@hemlane.com and our team will help identify and resolve the issue.
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