RentEase Support Center

Common Causes of Payment Failures

1. Credit Card Brands
   RentEase currently only accepts VISA and Mastercard.
   JCB, Amex, and Union Pay will be supported starting in mid-2025.
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: Make sure the following details are entered correctly.
   • Card Number
   • Expiry Date (MM/YY)
   • Security Code (CVV)
   • Cardholder Name (as written on the card)
5. Card Suspension or Restrictions
   If your card has been temporarily blocked due to delayed payments or violations of the card issuer’s rules, please check with your credit card provider.
6. Differences in Security Authentication During Payment
   RentEase's payment system only supports 2D Secure authentication.
   If your card has 3D Secure authentication enabled, the payment may fail.

How to Resolve the Issue

1. Contact your card issuer to check if it is possible to switch from 3D Secure to 2D Secure authentication.
2. Re-register your card after switching to 2D Secure.
3. If switching to 2D Secure is not possible, please try using a different card.

※ Note: RentEase is currently working on implementing 3D Secure authentication, but the exact launch date has not been determined yet.

7. Overseas Transaction Restrictions
   RentEase uses international payment processing, and some cards may have foreign transaction restrictions. Contact your card issuer to remove any international payment restrictions.

How to Lift Overseas Usage Restrictions (By Card Issuer)

※Please note that these links direct you to Japanese-language websites.

Mitsui Sumitomo Card

Please check the instructions at the links below for your respective card issuer.
▼ Click here to lift the Secure Usage Restriction Service ▼
https://qa.smbc-card.com/mem/detail?site=4H4A00IO&category=5&id=1937

Saison Card

Please check through the inquiry form dedicated to this matter.
▼Possible Reasons Why Your Card Cannot Be Used & How to Resolve It▼
https://www.saisoncard.co.jp/guide/card_riyou/

AEON Card

Your card may have overseas usage restrictions applied. Please contact customer support to confirm.
▼For inquiries regarding overseas usage restrictions, please contact here▼
https://www.aeon.co.jp/inquiry/#aeonCardCallCenter

Rakuten Card

Prior registration is required for overseas usage. Please check the procedure at the link below.
▼For pre-registration regarding overseas usage, click here▼
https://support.rakuten-card.jp/faq/show/15343?site_domain=guest

d Card

Please check the procedure at the link below.
▼Click here to lift the secure usage restriction▼
https://fw.dcard.docomo.ne.jp/st/faq/detail/?faqId=483314

Epos Card

Please check the procedure at the link below.
▼Click here to lift the Overseas Usage Suspension Service▼
https://faq.eposcard.co.jp/faq/show/1250

PayPay Card

Please check the procedure at the link below.
▼Click here to lift the Secure Usage Restriction▼
https://www.paypay-card.co.jp/service/usage-limit/

For other cards, please contact the respective card issuer directly.

Steps to Follow if Your Credit Card Payment Fails

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

Procedure：

1. Open the RentEase app and tap on "Contract List" from the menu.
2. Select the RentEase Rental Agreement you created and open the details.
3. Scroll down and tap "Create Subscription."
4. Enter new credit card information and tap "Register.
5. If the payment is successful, you will receive a confirmation notification within the app.

What to Do If Your 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. Tap "Contract List" from the in-app menu.
2. Tap the RentEase Lease Agreement you created to open the details.
3. Tap "Check Unpaid Amount" at the bottom, then tap "Pay".
4. Tap "Pay with App".
5. The payment details screen will appear. Edit if necessary, then tap [Pay Unpaid Amount].
6. A confirmation screen will appear. Please read it carefully and then tap [Confirm].
7. Select the card you wish to use, or add a new card, then tap [Continue].
8. The procedure is now complete.

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. Tap "Contract List" from the in-app menu.
2. Tap the RentEase Lease Agreement you created to open the details.
3. Tap "Check Unpaid Amount" at the bottom, then tap "Pay".
4. Tap "Pay without App".
5. A confirmation screen will appear. Please read it carefully and then tap [Confirm].
6. Please make the transfer to the designated bank account yourself and contact the management company or landlord directly to inform them.
7. The procedure is now complete.

What Happens After a Successful Retry?

• Your rent transfer will take place approximately 10 days after the new payment.
• If you retry payment on the 15th, your rent will still be transferred on the 25th of that month.
• If a re-payment is processed on or after the 16th, the transfer date will be postponed to the following month or later. Please be aware of this delay. Additionally, 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