Tenant Payments Page Guide

This page offers real-time updates on your tenant's payment status, retries, failures and more.

The Tenant Payment Page is designed to provide you, the landlord, with real-time updates on every payment made through our platform, offering full transparency into our collection process. It offers detailed insights into payment statuses, upcoming retries, and attempts for each of your tenants.

At Alcove, we begin our rent collection process 15 days before the rent is due, allowing ample time for retries, notices, and coordination with your tenants before the payment is owed to you. Throughout this period, you have complete visibility into our actions, including notices, notes, and payment statuses, all accessible through the Tenant Payment Page.

Alcove Tenant Payments View

If you are new to this feature, it may appear complex, as we share system-level statuses with our landlords. Below, we provide an overview of payment statuses and descriptions to help you better understand the progress of your tenants' rent payments.

Payment Status and Description Overview

Status	Description
Charge pending	The payment is being processed through the bank's ACH system. It may take up to 5 business days for confirmation of success or failure.
Failed - retry upcoming	A payment attempt has failed. Alcove will automatically retry this payment at the scheduled time. Click on ‘view x attempt’ under the ‘history’ column to see details and failure reason.
Failed - no retries remaining	The payment attempt has failed and will not be retried automatically. The tenant must manually reinitiate the payment. Alcove’s billing team will follow up, and the delinquency process will begin. You may also contact the tenant directly. Click on ‘view x attempt’ under the ‘history’ column to see details and failure reason.
Successful	The payment has been successfully processed. If it is not yet visible in your payment ledger, it will be added shortly by the billing team.
Payment canceled	The payment has been canceled and will not be processed. This may be because the charge is no longer valid, or it has been replaced by a different invoice with an updated amount or payment plan installments.
Marked uncollectible	The payment is marked as uncollectible and is now in collections, outside of the regular billing process.
Incomplete - mandate error	The payment invoice is incomplete and unpaid due to a specific blocking reason noted in the details.
Incomplete - pending manual payment	The payment invoice is incomplete and requires the tenant to manually initiate the payment.

Payment Status FAQs

What Happens After a Payment Fails?

When a payment fails, Alcove's billing team steps in to manage the situation based on the type of invoice, the number of failed attempts, the reason for failure, and whether the tenant has a guarantor. For rent payments, we follow our rent collection process, which includes issuing formal notices such as Notices to Quit, Notices to Vacate, guarantor reminders, and more. In rare cases where the tenant is still in default after the 5th of the month, Alcove will contact you via email with next steps, providing copies of the notices sent, lease agreements, and guidance on filing a summary ejectment process to best protect your rental income.
As the landlord, you can view every payment attempt and the reasons for failure by clicking on ‘View X Attempt’ under the ‘History’ column.

View Tenant Payment Attempts
You are also encouraged to contact the tenant directly at any time. As the landlord, reaching out through a support ticket or email (tenant contact details can be found in your Leases & Tenants tab) may be more effective in establishing a direct relationship with your tenant.

What Happens When a Payment is Blocked? (Status: Incomplete - Mandate Error)

A payment can be blocked either when a tenant initiates a block through their bank or when Stripe’s fraud detection system prevents a retry after multiple failed attempts with the same payment method. In both cases, the tenant is automatically notified, and our team follows up to assist with the collection process.
For rent payments, we treat this situation as a failed payment and proceed according to our rent collection process.
If the tenant did not intentionally block their payment, they will need to remove and re-add their payment method on Alcove’s tenant billing page, as instructed in the notification they receive, to retry the payment.
You are also encouraged to contact the tenant directly at any time. As the landlord, reaching out through a support ticket or email (tenant contact details can be found in your Leases & Tenants tab) may be more effective in establishing a direct relationship with your tenant.

Why Haven’t I Received Rent Payments in My Ledger After a Tenant’s Successful Retry?

The landlord ledger is processed separately from tenant payments. When a tenant's rent payment fails, it is temporarily deducted from your ledger. Alcove then follows a customized follow-up process using a combination of manual and automated communication through phone, email, and text.
By the 5th of the month, Alcove typically collects 96% of all rent payments, and any successfully retried payments are credited to your ledger after a 3-4 banking days. Overall, Alcove collects over 99% of all rent payments.