A payment has been received by mydeposits that you can't connect to a tenancy/don't recognise
A payment has been received by mydeposits that you can't connect to a tenancy/don't recognise
When a payment with an unrecognised payment reference appears, we will email the you to notify you and provide the reference.
You should:
Log in to your mydeposits account
Find the payment in your payment history using the provided reference
Using the amount and incorrect reference, work out which deposit the money was for.
Manually create and fund the deposit using the unallocated funds balance in the mydeposit's portal.
The tenant overpaid the deposit
The tenant overpaid the deposit
You will need to manage this directly from you mydeposits account.
Log in to mydeposits
Refund the overpaid amount from the unallocated balance
Reposit will never automatically over-allocate funds, so any overpayment will remain unallocated.
The tenants have asked to split the payment
The tenants have asked to split the payment
In this instance, you should suggest that tenants transfer funds between themselves and then make a single payment via Plaid (through Reposit), as this minimises errors.
If this isn’t possible, tenants can use the manual bank transfer option to pay individually. Transfer details are shown to tenants via the emailed payment link.
You should make it clear that the full deposit amount must be paid.
The tenant says they’ve paid, but the money hasn’t arrived
The tenant says they’ve paid, but the money hasn’t arrived
It takes time for funds to arrive in the mydeposits bank account and be confirmed and reconciled by our system.
Payments made via Plaid / Open Banking (using Faster Payments) usually arrive within one hour.
Manual bank transfers may take longer, depending on standard banking times (BACS up to 3 days).
The tenant transferred the deposit to the wrong bank account
The tenant transferred the deposit to the wrong bank account
The tenant must contact their bank to attempt recovery. This is beyond Reposit's control.
How do I activate the integration with mydeposits?
How do I activate the integration with mydeposits?
Please refer to our step by Step guide: Traditional Deposit Integration: How it works