When a Direct Debit payment fails in Re-Leased Pay, the system takes automatic action to notify you and — where possible — reverse the payment so the tenant can re-attempt.
What Happens When a Payment Fails
An email notification is sent to all users with the Administrator role in your company.
Re-Leased attempts to reverse the payment automatically:
Automatic Reversal Conditions
Client/Trust Accounting — if the payment has not been previously reconciled or manually reversed, Re-Leased automatically reverses it.
Xero — you must reverse the payment in Xero first, then sync the changes to Re-Leased.
An email is sent to the tenant notifying them of the failure. Depending on whether reversal was automatic or manual, the tenant is prompted to retry payment or arrange an alternative method.
Common Causes of Payment Failure
Insufficient funds in the tenant's bank account.
The tenant's bank declined the transaction.
Incorrect bank account details.
If Automatic Reversal Occurs
The invoice reverts to its original unpaid status.
The tenant can retry payment via Re-Leased Pay.
If Manual Reversal is Required
A user with the appropriate permissions manually reverses the transaction in Re-Leased or their connected accounting software.
Arrange a new payment method with the tenant.
For Asia-Pacific customers, the term "Trust Account" is used. European customers refer to this as "Client Account". Client/Trust Accounting is not available to customers in North America. For more information on regional terminology, see our Glossary of Regional Terminology.