Can I change the email address associated with a rent collection?
The email address associated with a rent collection cannot be changed if the collection was created from a tenancy (Contracts dashboard).
To change the email address for the tenant’s rent collection, you will need to first delete the existing collection. You can then create a new rent collection that is not attached to the tenancy using a different email address. Please note that you will need to attach a copy of the tenancy document when creating the collection from the Rents dashboard. You will also need to make note of any payments that have already been made on the collection as you will not be able to access that information once the collection is deleted.
If the rent collection is not attached to a tenancy (created from the Rents dashboard), then the email address can only be changed if no payments have been made yet.
The tenant is having trouble setting up their Direct Debit because the country or postcode they've entered on the mandate is not accepted. How can they set one up?
A Direct Debit can only be set up with a UK bank account for rent payments in GBP.
A Direct Debit can only be set up with a Euro bank account for rent payments in Euros.
How long does it take for a Direct Debit to be set up?
It takes about 4 working days from when the tenant submits the Direct Debit mandate for it to be set up.
Why did the tenant’s Direct Debit fail to set up?
The tenant will need to contact their bank for additional information on why the Direct Debit failed to set up. They should also check with their bank that Direct Debits are allowed from their account.
How does a tenant change the bank account used for their Direct Debit?
To change the bank account used for the Direct Debit, the tenant will first need to cancel the existing Direct Debit. They can do so from their online banking account or by contacting their bank. Within 24 hours our system will notice that the Direct Debit has been cancelled and they’ll receive an email prompting them to set up their rent again.
If a payment is currently in progress, cancelling the Direct Debit will not stop that payment since the request would have already been sent to their bank.
Can a Direct Debit payment be cancelled?
When the status of the payment is ‘In Progress’, the request would have already been sent to the bank that the Direct Debit was set up with and the payment cannot be cancelled.
If there are no payments in progress, you can use the ‘Freeze’ option to freeze the collection.