When a tenant reports an error code, use this guide to find the next step. These instructions are for property managers.
Quick code index
Accounting setup: ACC-5, ACC-8
Payments: PAY-5, PAY-12
Maintenance: MNT-1
Accounting errors requiring Support: ACC-1, ACC-2, ACC-3, ACC-4, ACC-6, ACC-7, ACC-9, ACC-10, ACC-11, ACC-12
Payment errors requiring Support: PAY-1, PAY-6, PAY-8, PAY-10, PAY-17, PAY-18, PAY-19, PAY-20, PAY-21, PAY-22, PAY-23, PAY-24, PAY-25, PAY-26, PAY-27, PAY-28
Document errors requiring Support: DOC-1, DOC-2
System errors requiring Support: SYS-2, SYS-3, SYS-4
Before you start
Get the exact error code or a screenshot from the tenant, along with what they were trying to do and when the error appeared.
Find the matching code below. Some problems can be resolved by checking your settings; others need Property Matrix Support.
If you cannot open or change a setting needed for these steps, contact Property Matrix Support. Do not change an unrelated setting just to clear an error.
Accounting setup
ACC-5 — The Undeposited Funds account is missing
Property Matrix normally sets up this account for you. This error can mean that the account is missing or that Property Matrix has had trouble setting it up or using it. Check the existing accounts before creating another one.
Open Accounting > Accounts and look for an account named Undeposited Funds. If it is present, check that its Account Type is Undeposited Funds.
Also look for other accounts with Account Type set to Undeposited Funds, even if their names are different. If you find one, contact Support. Do not create another account or rename the existing one to clear the error.
If no account with Account Type set to Undeposited Funds exists, open Actions > New Account.
Enter Undeposited Funds in Account Name and select Undeposited Funds for Account Type.
In Link Account to, select the company or companies that will use this account. Enter the account number and complete the remaining required fields.
Click Create Account, then check that the new account appears in the Accounts list with the correct name, type, and company selection.
If an account named Undeposited Funds has a different Account Type, you cannot edit the needed settings, the account cannot be created, or the error continues, contact Support. Do not change an existing account's name or type just to clear the error.
Account-creation guide: Adding, Editing, and Deleting Accounts or Subaccounts
ACC-8 — An operating account is missing
The property needs an operating account set up for its payments. It can use the account chosen for its company or a different account chosen for that property.
Open Properties, select a unit from the affected property, then open the Property tab and find Operating Accounts.
Check Default. If it says Same as company, open the company's operating-account settings and check that the correct account is selected. Leave Same as company selected unless the property uses a different account.
If the property should use a different account and its current setting is missing or wrong, edit the setting, choose the correct existing account, and click Save.
If the correct account is not available, or the error continues after the setting is corrected, contact Property Matrix Support. Do not create a duplicate bank account or choose an unrelated account.
Setting Operating Account by Property
Managing Separate Books by Company and Setting Operating Accounts
Payments
PAY-5 — The payment date does not match the current date
An online payment must be dated today, using the time zone in your Property Matrix settings. The tenant payment page adds the date and time automatically; the tenant does not need to choose a date from a calendar.
Ask the tenant to reopen the payment page.
After completing the payment checks above and confirming that no payment was processed or is pending, ask them to try once more.
If the error appears again, contact Property Matrix Support. Include the attempted date, time, and time zone, along with a screenshot of the error.
PAY-12 — Online payments are unavailable during the free trial
Contact Property Matrix to switch from the free trial to a paid subscription.
Once the subscription is active, open Settings > Payment Processing and check that the account you use to accept payments is fully set up.
If your subscription is already active, contact Property Matrix Support. If you need to collect rent before online payments are available, arrange another payment method with the tenant.
Maintenance
MNT-1 — No status is selected for maintenance requests completed by AI
Open Settings > Tenant AI Chat > AI Settings.
Under Assistant behaviour, find AI completion label. Select the maintenance-request status your company uses when AI resolves a request.
Click Save Changes.
The label appears when Enable AI maintenance suggestions is on. If your company is not using that feature, do not enable it just to expose the setting; contact Property Matrix Support instead. Also contact Support if no suitable status is available or a status is already selected and the error continues.
Turning on AI Maintenance Suggestions
Errors requiring Property Matrix Support
Contact Property Matrix Support to investigate these errors. The checks below help you gather useful information; do not repair accounting records or repeat the failed action to clear an error. Every entry keeps its original code so you can search for the exact code the tenant reports.
When contacting Support, include:
- The exact error code and a screenshot, if available.
- The tenant, property, and unit involved.
- The action attempted and the date, time, and time zone.
- For payments: the amount, the account the payment was going to, whether the tenant used a card or bank account, and any payment reference number or status shown.
- For emails or documents: the template or form name and the action that failed.
- Any settings you checked and what you found.
Do not send passwords, full card numbers, or full bank-account details. For any payment-related entry below, follow the payment-check instructions at the beginning of this guide before considering another attempt.
Accounting errors
ACC-1 — The accounting records belong to different companies
Contact Support with the affected property and account names so they can check which company each belongs to. Do not move accounts between companies or edit a posted transaction to make the companies match.
ACC-2 — The accounting entry does not balance
Contact Support with the transaction or payment reference number, if shown, so they can check why the amounts do not match. Do not add another accounting entry or change an amount just to remove the error.
ACC-3 — An accounting entry has a repeated internal number
There is a repeated number inside the accounting entry. Property Matrix manages this numbering; it is not a setting you can change. Contact Support, and do not delete or recreate the transaction.
ACC-4 — An accounting entry is incomplete
Contact Support and describe the action that failed so they can check the incomplete accounting entry. Do not add extra entries or recreate the transaction yourself.
ACC-6 — The Undeposited Electronic Payments account is missing
Open Accounting > Accounts and check whether an account named Undeposited Electronic Payments exists. Its Account Type is Undeposited Funds; there is not a separate type named after the electronic-payments account.
Tell Support whether you found the account. Property Matrix needs to check that it is using the correct account, so creating another one with the same name may not fix the problem. Do not create a duplicate or change a different account's type.
ACC-7 — The account for advance payments is missing
Open Accounting > Accounts. If your company uses accrual accounting, look for Prepayments. If it uses cash accounting, look for Prepaid Income.
Contact Support with the company name, its accounting method, and whether the account is present so they can check that Property Matrix is using the correct account. Do not change the accounting method, move balances, or create duplicate accounts to clear the error.
ACC-9 — The payment is linked to multiple records
Contact Support with the tenant name and payment details so they can check the payment's links. Do not delete records or submit another payment to remove the error.
ACC-10 — The bank-payment fee could not be saved
Contact Support with the payment amount and any payment reference number shown so they can check the payment and its fee. Do not add the fee yourself.
ACC-11 — The tenant-portal fee could not be saved
Contact Support with the payment details so they can check its fee. Do not create a replacement charge; that could charge the fee twice.
ACC-12 — The tenant-portal fee could not be linked to the payment
Contact Support with any payment or fee reference number shown so they can check that the fee is attached to the correct payment. Do not delete and recreate either record.
Payment errors
PAY-1 — There is a problem with the account used to accept payments
Your payment provider has reported a problem with the account you use to accept payments. You may see ProtectPay code 204 in the error message. This is not a request for the tenant to change their card or bank details.
Contact Support with the account the payment was going to, what the tenant was trying to do, and any error code or payment reference number shown. Confirm with Support whether the payment went through before asking the tenant to try again.
PAY-6 — A previous Forte payment was processed but not saved in Property Matrix
An earlier payment went through Forte, but its record was not saved in Property Matrix. This does not mean that the tenant's latest attempt went through. Do not ask the tenant to pay again until Support sorts out the missing record and checks what happened with each attempt.
PAY-8 — The payment provider already has a record of this payment
Do not create another payment. Give Support any payment reference number shown so they can check what happened and match the provider's record to the tenant's payment.
PAY-10 — The card information could not be checked
Property Matrix could not check the type of card the tenant used. Tell Support what the tenant was trying to do and give them the error code. Do not change payment-processing settings to clear the error.
PAY-17 — Property or unit information is missing or incorrect
Contact Support with the property name and the account the payment was going to, if known, so they can check the property or unit information attached to the payment. Do not have the tenant create or edit property records to fix this.
PAY-18 — The payment points to a property or unit that cannot be identified
Contact Support with the property name and what the tenant was trying to do so they can check which property or unit the payment is for. Do not change property records or choose a different account to receive the payment just to clear the error.
PAY-19 — The payment includes property information Property Matrix cannot use
Contact Support with the property name and the account the payment was going to, if known, so they can check how the property or unit is listed for the payment. Do not change account types or ask the tenant to use a different payment method just to clear this error.
PAY-20 — An automatic rule failed before the payment could proceed
Contact Support with the action you attempted and when it failed so they can identify the rule causing the error. Do not disable automatic actions or edit payment rules to clear the error.
PAY-21 — The payment processor returned a response Property Matrix could not use
This error does not tell you whether the payment went through. Contact Support to check the payment provider's records before the tenant tries again.
PAY-22 — Communication with the payment processor was unsuccessful
This error does not tell you whether the payment provider received or processed the payment. Contact Support to check what happened. Do not keep retrying the payment.
PAY-23 — The daily limit for bank payments through Forte has been exceeded
Contact Property Matrix Support with the account the payment was going to, the payment amount, and any payment reference number shown. Support can check the daily limit, when you can accept payments again, and whether a higher limit is needed.
PAY-24 — The monthly limit for bank payments through Forte has been exceeded
Contact Property Matrix Support with the account the payment was going to, the payment amount, and any payment reference number shown. Support can check the monthly limit, when you can accept payments again, and whether a higher limit is needed.
PAY-25 — The bank payment is above Forte's limit for a single payment
Contact Property Matrix Support with the account the payment was going to, the payment amount, and any payment reference number shown. Support can check the limit for a single payment and help you determine how to collect the amount due.
These limits apply to your company's bank-payment processing, not the tenant's own bank account. Before arranging another payment or payment method, complete the payment checks at the beginning of this guide. Confirm with Property Matrix Support when payments can resume; do not assume a limit resets at midnight or promise the tenant a specific date. Do not split a payment into smaller amounts to get around the limit.
PAY-26 — Your Forte payment-processing account needs attention
Contact Property Matrix Support with the tenant and property names, what the tenant was trying to do, and any error code or payment reference number shown. Support can check the payment-processing account and help resolve the issue.
PAY-27 — Property Matrix could not confirm what happened to the payment
Contact Support with the amount, whether the tenant used a card or bank account, and when they tried to pay so they can check whether the payment went through and what caused the error.
PAY-28 — Saving the payment method failed for an unknown reason
Ask the tenant whether the method appears in their saved payment methods, but do not have them delete it or add it repeatedly. Give Support the result and the payment method type so they can confirm whether it was saved. Do not request the full payment details.
Document errors
DOC-1 — Email template information could not be filled in
Open Settings > Communication Templates and select the Emails tab, headed Email Templates.
Locate the template used by the failed action. Open its edit dialog and note its Email Template Name and any recently changed subject, message, or attachment.
Contact Support with the template name and the tenant or property involved so they can identify the information that could not be filled in.
Keep the template unchanged while Support checks the error, and do not repeatedly resend the same email. If you do not know which template was used, tell Support what the tenant was doing when the error appeared.
DOC-2 — The document template is invalid
Locate the template used by the failed action. Check Settings > Document Templates, or Settings > Communication Templates > Forms if the action used a form. Note whether the expected template or form is present and opens, then contact Support with its name and the failed action.
Do not delete the template, replace a signed document, or substitute an unrelated form. If you cannot identify the template, give Support the document name and the tenant's attempted action.
System errors (SYS)
SYS codes identify system errors that need Property Matrix Support. An error does not prove that nothing was saved or processed; confirm the result before repeating an action that could create a payment, charge, or other record.
SYS-2 — Property Matrix could not confirm what happened
Contact Support with the exact action and time so they can investigate what completed and what did not.
SYS-3 — A server error interrupted the action
Contact Support with a screenshot and the attempted time so they can investigate the server error and confirm the result.
SYS-4 — Property Matrix did not receive the result it needed
Contact Support with the action and time so they can investigate the missing result. Do not create a replacement record while the original action's result is unclear.