What should I do if my payment fails?

Contents5

1. Common Causes of Payment Failures
2. Steps to Follow If Your first Payment or one-time Payment Fails
3. What to Do If Your Auto Payment Fails
4. What Happens After a Successful Retry?
5. Frequently Asked Questions

Common Causes of Payment Failures

1. Credit Card Brands
   RentEase accepts VISA and Mastercard.
2. Insufficient Credit Limit
   Your credit card limit may be exceeded. Check your available credit via your card issuer’s website or customer service.
3. Expired or Soon-to-Expire Credit Card
   Payments will fail if your card is expired or about to expire. Please use a valid card.
4. Incorrect Credit Card Information
   Please check that the following information has been entered correctly.
   • Card Number
   • Expiry Date (MM/YY)
   • Security Code (CVV)
   • Cardholder Name (as written on the card)
5. Suspension of Credit Card or Fraud Detection
   Your card may be suspended due to late payments, violation of terms, or suspicion of fraudulent activity. In other cases, the card may be suspended if it is judged to be fraudulent use. Please contact your respective card issuer for details.
6. Card Lock Due to Repeated Failed Payments
   Attempting to make a payment multiple times after it has failed may cause your card to be locked for security reasons. If your card is locked, please contact your card issuer to have the lock removed.

Steps to Follow If Your first Payment or one-time Payment Fails

After reviewing the possible reasons for the payment failure mentioned above, please take the following steps.

Procedure：

1. On the home screen, tap the [→] on the RentEase Lease Agreement you created (for a one-time payment, the One-Time Payment Certificate).
2. Tap [Proceed to Payment] (for a one-time payment, [Set Up Payment Method]).
3. Register your credit card and complete the payment.
4. If the payment is successful, you will receive a confirmation notification within the app.

What to Do If Your Auto Payment Fails

After reviewing the cause of the payment failure mentioned above, please follow the steps below.

１．Retry Payment in the App

You will receive a notification within the RentEase app. Please follow the procedure below.

1. On the home screen, tap the [→] on the RentEase Lease Agreement with an outstanding payment.
2. In the menu that appears, tap [Outstanding Payment].
3. Tap “Pay Now”.
4. The [Enter Transfer Details] screen will appear. Edit if necessary, then tap [Next].
5. A confirmation screen will appear. Please read it carefully and then tap “Confirm”.
6. On the [Payment Settings] screen, select the card you wish to use, or register a new card with [Register a card], then tap [Pay Now].

２．Pay Directly via Bank Transfer (Without Using the App)

If you make a direct bank transfer to the property management company or landlord without using the app, please follow the steps below.

1. On the home screen, tap the [→] on the RentEase Lease Agreement with an outstanding payment.
2. In the menu that appears, tap [Outstanding Payment].
3. Tap “Pay Offline”.
4. A confirmation screen will appear. Please read it carefully and then tap [Confirm].
5. Please make the transfer to the designated bank account yourself and contact the management company or landlord directly to inform them.

What Happens After a Successful Retry?

• If the retry succeeds by the deadline (23:59 on the last day of the month in which the payment failed), your rent will be transferred on the 25th of the following month (or the next business day on weekends, holidays and the New Year period).
• After the deadline: the payment can no longer be made in the app. Please transfer the rent directly to your landlord or management company. RentEase will not contact them or transfer that month’s rent. Any points you planned to use for that month will be returned. Automatic payments from the following month continue as usual.
• Any late fees incurred due to delayed payments, as imposed by the property management company or landlord, will be the customer’s responsibility.

Frequently Asked Questions