Why is my automatic rent collection not working?

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If your automatic rent collect is not working as expected, there may be several reasons for this.

In this guide, you will find 3 typical causes and suggested solutions if you experience problems with your automatic rent collect:

Note: In this guide, it is stated that you can collect rent automatically via MobilePay. Please be aware that as of March 12, 2024, it is no longer possible to create new payment agreements with MobilePay due to a change in MobilePay's terms and conditions.
Therefore, all information about automatic rent collection with MobilePay is only relevant for landlords who have set up a payment agreement before March 12, 2024.

Cause 1: The tenant has not signed up for your automatic rent collection

To collect rent automatically via Betalingsservice or MobilePay*, your tenant must actively sign up for this payment solution. If the tenant does not do this, the collection will not be processed.

Due to internal processing times at MobilePay and Betalingsservice, the tenant must sign up for rent payment in a reasonable time before the first withdrawal. If the registration is done too late, the automatic withdrawal will not go through, and the tenant will have to pay the amount manually until the payment agreement is processed.

You will automatically be notified by email or SMS when your tenant has signed up for the rent collection. This will also be reflected in the overview of rent collections:

You can always send a new signup link to the tenant in the tenancy section. 


Cause 2: The tenant has not received the signup request for automatic rent payment 

If the tenant has not received a link to sign up for your automatic payment agreement with MobilePay or Betalingsservice, it may be because you have not provided the tenant's phone number and/or email address, or there are errors in these details.

You can check, add, and edit your tenant's information under 'Tenancies' by selecting the relevant tenant from the list. Then go to the 'Overview' tab and the 'Tenants' box, where your tenant's name, phone number, and email address are displayed, if provided. Click on 'Edit' to change or add information for your tenant.


Cause 3: The tenant has insufficient funds or is experiencing issues with their account  

If your automatic rent collection fails, it may be because the tenant hasn't paid their rent. Depending on their bank agreement, recurring payments with MobilePay* and Betalingsservice can be declined if the tenant has insufficient funds or if their bank is experiencing technical issues.

If you are unsure whether the issue is due to non-payment by the tenant, contact them directly.


Contact customer service - we are here to help

If you are still experiencing issues with your automatic rent collection, please feel free to contact BoligPortal's customer service for assistance.





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