Troubleshooting: Member Says Their Autopay Didn’t Process This Month

Why This Happens (Root Cause)

Autopay in Yardi runs only when both conditions are true:

The invoice due date has passed (autopay processes on or immediately after the due date).
The default payment method is verified and active.

Autopay will not process if:

The invoice is not yet due (for example, the member is checking before the due date).
The member’s bank account is unverified (pending penny deposit).
The company’s autopay setting is turned off.
No default payment method is set.

Yardi intentionally skips autopay for unverified or incomplete payment setups to prevent payment failures.

Common Symptoms

How to Fix It (Action Steps)

Step 1 — Review autopay status in Yardi Kube

Go to Company > Overview > General Information.
Look for the Autopay field to confirm if it’s set to On.
Alternatively, go to Company > Billing > Billing Options and confirm that Automatic Payments = ON.
Why: If autopay is off, it must be manually re-enabled before payments will process.

Step 2 — Verify outstanding invoices and due dates

Go to Company > Billing > Invoices.
Check the posting month, invoice date, and due date.
Example: An invoice posted on 9/15/2025 will be charged on 10/1/2025, not immediately.
Why: Autopay runs only once the invoice’s due date hits, not at posting.

Step 3 — Confirm payment method setup

Go to Company > Billing > Payment Methods.
Ensure that:
- A default payment method is set.
- The selected account is Verified (not Pending).
If the payment method is a bank account, verify the penny deposit has been completed.
Why: Autopay will skip all payments if the default bank account is unverified — even if autopay is on.

Step 4 — Review the company ledger (if needed)

Open Company > Billing > Ledger.
Check if any recent payments were recorded manually or via another method.
Why: Sometimes a member may pay early or via a different method, so autopay rightfully doesn’t trigger.

If the Issue Persists

Confirm that autopay is on, the payment method is verified, and the invoice due date has passed.
If all conditions are met and autopay still failed to process, submit a Yardi Technical Issue ticket for deeper review.

Quick Summary

Root Cause: Autopay only triggers after the due date and requires a verified, default payment method.
Fix: Verify autopay setting, check invoice due date, and confirm the payment method is verified.
System Behavior: Yardi intentionally skips autopay for pending bank accounts or invoices not yet due.

Tags

autopay, bank verification, payment method, billing, invoice due date, autopay not running

A member reports that they have autopay set up, but it did not process for the current billing cycle. They may claim that their bank account is linked and that autopay is enabled.