Tenants may occasionally encounter issues when using the Property Matrix tenant portal, particularly around online payments and portal access. Below is a comprehensive guide to resolving the most common portal errors. These include payment-related issues, activation problems, and access difficulties such as login errors and token issues.
Common Errors and Solutions
1. Error: "Invoice Can't Be Paid Online"
This error typically occurs when an operating account override is configured, directing payment deposits to a bank account that lacks a properly set up ProPay merchant account.
Resolution:
Ensure that a ProPay merchant account is associated with the bank account configured for this specific transaction. Without this, online payment functionality will not work.
2. Error: 'Account Not Available' When Attempting Payment
This error occurs when a tenant tries to pay but has not set up a payment method in their portal account.
Resolution:
Advise the tenant to add a valid payment method in their portal account settings before attempting to make a payment.
3. Error: "The Selected Invoices Must Be Paid Separately"
Tenants may encounter difficulties paying multiple invoices linked to different bank accounts with varied ProPay merchants.
Resolution:
To resolve, split the payment by paying each invoice separately. Select one invoice at a time on the payments page.
4. Issue: Resending the Tenant Portal Activation Link
If the 'Get Tenant Online' button is missing, tenants cannot easily activate their portal account for online use.
Resolution:
Navigate to the tenant's page in Tenants, and switch to the Details sub-tab
Click on the Tenant's information tab to expand that section, and ensure that the Online Access field is checked
To resend the email, click on the 3-dot menu on the right, and select Resend portal activation email
