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This guide walks you through the most common issues property managers encounter in PropManager and shows you exactly how to resolve each one. Find your issue by topic below, follow the steps provided, and contact support if the problem persists.

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Payment Issues

If a tenant reports they’re unable to make a payment through the portal, work through these checks in order:
  1. Open the tenant’s profile and confirm that rent collection is activated for that lease. A toggle on the tenant’s Rent Collection tab controls whether online payments are enabled.
  2. Navigate to Settings → Integrations and verify that your payment gateway (Plaid for ACH, Stripe for card) is connected and showing an active status.
  3. Ask the tenant to clear their browser cache or try a different browser, as portal login issues occasionally block the payment screen.
If rent collection is active and the gateway is connected but the tenant still can’t pay, contact support@propmanager.com with the tenant’s name and lease ID.
R01 means insufficient funds. The tenant’s bank account did not have enough money to cover the payment at the time it was processed.
  • Ask the tenant to verify their bank balance and confirm they have enough funds to cover the rent amount.
  • If funds are low, suggest the tenant switch to a credit or debit card payment for this cycle while they sort out their balance.
  • PropManager will automatically retry the ACH payment twice before marking it as failed — the tenant will receive email notifications at each attempt.
R02 means the bank account is closed. The account the tenant linked through Plaid no longer exists.
  • Notify the tenant that their linked bank account appears to be closed.
  • Direct them to log in to the tenant portal, remove the old bank account, and link an active account through Plaid.
  • Until they update their bank details, ask them to make a one-time card payment so rent isn’t delayed.
A declined card payment is almost always caused by an issue on the tenant’s end. Ask the tenant to check for these common causes:
  • Expired card — The card’s expiration date has passed. They’ll need to add a new card in the tenant portal.
  • Daily spending limit exceeded — Some banks cap daily card transactions. The tenant should contact their bank or try again the next day.
  • Fraud block — The bank’s fraud detection flagged the transaction. The tenant should call their bank to authorize the payment and then retry.
If a tenant’s card is consistently declined, suggest they set up ACH bank transfer as their primary payment method for more reliable processing.
Payouts from Stripe to your bank account can be delayed for a few reasons:
  1. Open your Stripe dashboard and check the payout status under Payouts. Look for any failed or pending entries.
  2. If your Stripe account was created recently, note that new accounts are subject to a 7-day holding period before the first payout is released. This is a Stripe verification requirement and is lifted automatically.
  3. Confirm your bank account details in Stripe are correct — a typo in the routing or account number will cause a payout to fail silently.
If your Stripe account is established and the dashboard shows no issues, contact support@propmanager.com with the payout date and expected amount.

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Tenant Screening

Most background checks complete within 24 hours. If a report hasn’t arrived after that window:
  • Do not resend the screening invitation — this will create a duplicate report and charge the screening fee again.
  • Email support@propmanager.com with the applicant’s full name and the date the invitation was sent. The support team can check the status with the screening provider directly and escalate if needed.
If an applicant says they never got the invitation:
  1. Ask them to check their spam or junk folder — screening invitation emails occasionally get caught by aggressive spam filters.
  2. Confirm with the applicant that the email address on file is correct.
  3. Navigate to the applicant’s profile page in PropManager and use the Resend Invitation button to send a fresh copy.
Resending the invitation does not create a new application or trigger an additional charge — it simply resends the same invitation link.
PropManager sources screening data from third-party reporting agencies. If an applicant believes their report contains an error:
  • Explain to the applicant that PropManager cannot modify screening report data directly.
  • Direct the applicant to dispute the inaccurate information with the reporting agency that provided the data. Agencies are required by law to investigate valid disputes.
  • The applicant’s summary report will include the name of the reporting agency they should contact.
Do not make tenancy decisions solely based on data an applicant has flagged as incorrect while a dispute is pending. Consider documenting the dispute in your notes on the applicant’s profile.

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Maintenance Requests

If a vendor says they never got the work order notification:
  1. Go to your vendor list and open the vendor’s profile. Verify their email address is correct — a single typo will cause all notifications to silently fail.
  2. Correct the email address if needed, then open the work order and use the Resend Work Order button to send it again.
  3. Ask the vendor to check their spam folder, as automated work order emails can occasionally be filtered.
If a tenant believes no one has responded to their request:
  1. Open the Maintenance dashboard and search for the tenant’s request by their name or unit number.
  2. Review the request’s current status — it may be in Open, In Progress, or Awaiting Parts status without the tenant being aware.
  3. Add an internal note with the latest update and reply to the tenant directly from the work order to let them know the status.
Enable automatic tenant status notifications in Settings → Maintenance to keep tenants informed whenever a work order status changes — this reduces “what’s happening?” messages significantly.
If an emergency maintenance request came in but you didn’t receive an SMS alert:
  1. Go to Account Settings → Profile and confirm your mobile phone number is entered and saved correctly.
  2. Check that your number includes the correct country code (e.g., +1 for US numbers).
  3. Verify you didn’t opt out of SMS notifications — there is a notification preferences section in your profile.
After updating your number, you can test the alert by submitting a test emergency request from the Maintenance dashboard.

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Account & Access

To reset your password:
1

Go to the sign-in page

Navigate to the PropManager sign-in page and click Forgot password? below the login form.
2

Enter your email address

Type the email address associated with your account and click Send Reset Link.
3

Check your inbox

A password reset email arrives within 5 minutes. Check your spam folder if you don’t see it.
4

Set a new password

Click the link in the email, enter a new password, and sign in.
Reset links expire after 30 minutes. If yours has expired, return to the sign-in page and request a new one.
Property access in PropManager is controlled by roles. If a team member reports they can’t see or manage a property:
  1. Go to Settings → Team and open the team member’s profile.
  2. Confirm they have the Manager role assigned — the Viewer role does not grant access to property management actions.
  3. If their role is correct, verify the specific property is included in their assigned property list. Team members only see the properties explicitly assigned to them.
  4. Save any changes and ask them to refresh their browser.
If you or a team member are locked out because of a two-factor authentication issue — for example, a lost phone or authenticator app — PropManager cannot bypass 2FA from within the product for security reasons.Contact support@propmanager.com to begin the account recovery process. The support team will verify your identity and help restore access.
For security, account recovery requires identity verification. Have your account email address and any billing information ready when you contact support.
If your issue isn’t covered in this guide, email support@propmanager.com with your account email address and a description of the problem. The more detail you include, the faster the team can help.
Live chat support is available during business hours, Monday through Friday. Look for the chat icon in the bottom-right corner of your PropManager dashboard when you’re signed in.