Troubleshooting: Member Can’t Select a Payment Method when Paying an Invoice

Why This Happens (Root Cause)

This issue occurs when a bank account on file is in a “Pending Verification” status or when no default payment method is set.

In Yardi, adding a new bank account triggers a penny deposit test. Until the member confirms that test, the account remains unverified.
While any unverified bank account exists, Yardi places a temporary soft hold on all payment activity — even for verified cards or other bank accounts.

This safeguard prevents payments from being sent from unverified bank accounts, but it also hides valid payment options until the pending account is verified or removed.

Common Symptoms

Maven should recognize any of these as signals that this article applies:

• Member sees payment methods listed but can’t select any during checkout.
• The “Pay” button is disabled or shows no options.
• The member recently added a new bank account.
• The account shows “Pending” or “Unverified” under Billing → Payment Methods.

How to Fix It (Action Steps)

Step 1 — Confirm that payment methods exist

• Go to the Company Record in Yardi.
• Navigate to Billing > Payment Methods.
• Toggle between Debit, Credit, and Bank Account tabs.
• Confirm that at least one valid payment method is saved.
  Why: Members often assume a payment method was saved, but none exist or were entered under a different company profile.

Step 2 — Verify that a default payment method is set

• On the same Billing > Payment Methods page, click the edit pencil under the “Payment Methods” header.
• Choose the correct payment type (Debit Card, Credit Card, or Bank Account).
• Toggle to that tab and check that one method is marked Default.
• Click Save before leaving the page.
  Why: If no default is selected, the system doesn’t know which account to use and hides all payment options during checkout.

Step 3 — Check the bank account verification status

• In the Bank Account tab, look for accounts marked as Pending or Verified.
• If the bank account is Pending, it means the penny deposit test hasn’t been completed yet.
  Why: Yardi prevents all payments when a pending bank account exists, even if other methods are verified.

Step 4 — Resolve pending verification

If the account is Pending, there are two possible actions:

• Option A: Instruct the member to complete the penny deposit verification as soon as possible.
• Option B: If the member cannot verify the deposit or needs to pay immediately, remove the pending account:
  • Click the trash can icon next to the pending bank account.
  • Confirm deletion.
  • The system will immediately release the hold, and other payment methods will reappear.
    Why: Removing the unverified account clears the restriction and allows payments from any verified card or bank account.

If the Issue Persists

• Confirm that the company record is correct and not duplicated.
• Check for recent ownership changes or inactive billing profiles.
• If verified methods still fail to appear, escalate to the Yardi Support Team for a sync or account refresh check.

Quick Summary

• Root Cause: Pending bank account verification or missing default method.
• Fix: Verify or remove pending bank account and ensure a default payment method is saved.
• System Behavior: Yardi blocks all payments when a pending bank account exists to prevent unverified withdrawals.

Tags

payments, bank verification, payment method missing, Yardi billing