If you're experiencing issues with your automatic rent collection via Betalingsservice, where the tenant is not being charged correctly or at all, it is often due to one of the following reasons.
- The tenant has not yet signed up for Betalingsservice
- The tenant signed up after the deadline for the current month
- The tenant did not receive the registration request for Betalingsservice
- The tenant has insufficient funds or issues with their account
In this guide, you can read more about the most common causes of issues with rent collection via Betalingsservice.
The tenant has not yet signed up for Betalingsservice
For the Betalingsservice agreement between you and the tenant to take effect, the tenant must actively sign up for the payment solution.
If the tenant does not register, the rent collection will not go through.
You can always check whether the tenant has signed up for Betalingsservice under the relevant tenancy. If not, you will see a grey bar with the text "Pending sign up from tenant".
We recommend that you contact the tenant with a reminder to complete the registration.
You can advantageously click the 'Send new registration link' button under the tenancy to resend the registration instructions to your tenant.
You will automatically receive an email or SMS notification once your tenant has registered for rent collection. The status bar will also change from grey to green with the text "Connected".
The tenant signed up after the deadline for the current month
Betalingsservice requires that the tenant signs up for the agreement at least 9 banking days before the end of the month. If registration occurs after this, the agreement will not take effect until the following month.
Read more about the 9 banking day rule here.
If the tenant registered after the deadline for the current month's collection, you will need to handle the rent payment manually — for example, via bank transfer — until the Betalingsservice agreement becomes active.
Read more about how to note in your rent overview that the tenant paid manually here.
The tenant did not receive the registration request for Betalingsservice
If the tenant has not received the link to register for the Betalingsservice agreement, it may be due to incorrect tenant information.
You can check, add, and edit your tenant’s information under 'Tenancies' in your profile.
Just click on the relevant tenant in the list and scroll down to the 'Tenants' box. Here you can check that the correct contact details are entered and make corrections if needed — for example, to the phone number or email address.
The tenant has insufficient funds or issues with their account
If your rent collection via Betalingsservice fails, it may be because the rent could not be withdrawn from the tenant’s account.
Depending on the tenant's agreement with their bank, automatic payments via Betalingsservice can be declined if there are insufficient funds, or if the bank is experiencing technical issues.
If you are unsure whether the problem is due to non-payment by the tenant, you should contact them directly.
Contact customer support – we're here to help
If you’re still having issues with your automatic rent collection, feel free to contact BoligPortal’s customer service for help.