Troubleshooting: Yardi Kube Payment Errors

Why This Happens (Root Cause)

Yardi generates payment errors when a transaction cannot be completed due to one of the following:
• Unapplied credits or negative receipts
• Corrupted or missing property/merchant account links
• Backend configuration mismatches
• Velocity limits imposed by the merchant processor
• Missing or invalid payment routing

Most of these errors cannot be fixed by site teams directly and require Studio Support or Yardi to intervene.

Common Symptoms

• “Yardi shows an error when I try to process a payment.”
• “Member says their payment keeps failing.”
• “The payment page freezes or won’t complete the transaction.”
• “Error mentions an invalid account, merchant, or velocity limit.”

How to Fix It (Action Steps)

Below are the most common payment error messages and what to do in each situation:

1. “Call MakePayment() raised exception. Error: Cannot create negative receipt (189506675523)”

This error indicates an unapplied credit, often from $0 booking credit charges.
• Most common right after invoices are posted; clears before autopay runs.
• Only affects members paying manually immediately after invoices post.
• Resolution: Wait — issue usually resolves automatically once Studio processes unapplied credits later that day.
• No ticket is needed unless the error persists beyond 24 hours.

2. “This action could not be completed. If this issue persists, please contact Yardi Technical Support.”

• Requires a Yardi Technical Support ticket with issue type “Banking/Autopay Issue.”
• Include a screenshot, steps taken, what the member was attempting to do, and basic details (Company name, Member name/email, date/time).
• Studio Support will troubleshoot and escalate to Yardi if necessary.

3. “No valid accounts”

• Requires a Yardi Technical Support ticket (Banking/Autopay Issue).
• Indicates a backend routing problem — Yardi cannot determine where to send the payment.
• May occur if the account was moved, changed, or corrupted.
• Studio Support will coordinate with Yardi or YPP to correct the routing.

4. “Cannot pay charges (including -ve charges) to multiple cash accounts (21514993213)”

• Caused by unapplied credits showing as negative charges (e.g., “-$100”).
• Requires a Yardi Technical Support ticket (Banking/Autopay Issue) for Studio Support to process as a Yardi Admin Change.

5. “Could not find bank account for property pxxx and account xxx (21664536195)”

• Requires a Yardi Technical Support ticket (Banking/Autopay Issue).
• Indicates a missing or invalid routing setup — the system cannot identify the correct merchant account.
• May be due to a moved, changed, or corrupted account.
• Studio Support will contact Yardi or YPP to fix.

6. “Property pxxx/cash account xxx is not associated with Merchant (21747663884)”

• Requires a Yardi Technical Support ticket (Banking/Autopay Issue).
• Similar to the above error — backend issue where Yardi cannot route the payment to a merchant.
• Studio Support will escalate to Yardi to reestablish the correct association.

7. “Transaction amount being greater than the amount allowed by the merchant.”

• Indicates a velocity limit — the merchant account’s maximum per-transaction amount has been exceeded.
• Requires a Yardi Technical Support ticket (Banking/Autopay Issue) so Studio Support can confirm the location’s velocity limit with Yardi.
• Resolution: Split the payment into smaller transactions below the limit.

Example: If the limit is $25,000, a $30,000 payment must be divided into two $15,000 payments.

Quick Summary

• Root Cause: Payment errors arise from unapplied credits, backend routing issues, or transaction limits.
• Fix: Most errors require a Yardi Technical Support ticket with issue type Banking/Autopay Issue for Studio Support to resolve with Yardi or YPP.
• System Behavior: These errors prevent payment completion until credits, routing, or limits are corrected.