How Can a Tenant Cancel a Payment?

Question: How Can a Tenant Cancel a Payment?

Answer: Log in to your TPC account>> go to Account History >> click Cancel Payment >> Are you sure? Click "Confirm Cancel" >> Done.

This cancel process can only be done if the payment is made before bank data collection at 10:55 am MST on a business day.

Each payment receipt email contains the following instructions:  (example message) Need to cancel this payment? You have until 10:55 AM Mountain Time on {see date listed} to log into your Tenant Payment Center account and cancel this payment.

Once the tenant misses this cancel deadline, there is nothing we can do.

If the "cancel" button is not available to the tenant in their TPC account, it it safe to say their payment already went to processing status and cannot be cancelled. TPC will not make the "cancel payment" button available once a payment is processed.

After 10:55 am, tenant has option of: 

1) contact the property manager for a refund once funds have settled in the LL's account, or,

2) contact their bank to stop the payment (which may incur a bank fee).

We have no way of stopping the payment after it has been processed and TPC is a one way system. No payment reversals allowed.

Here are screen shots of what the tenant will see in TPC when they go to Payment History (drop down menu next to their name in upper right hand corner) >> click Cancel.

Cancel Confirmed screen shot:

Screen Shot of "Payment Cancelled" Email Confirmation: