What is the Collect Phase?
Once you've approved the Preview, the billing cycle moves into the Collect Phase. This is when payments are sent to residents and processed through their payment methods on file.
Payment statuses explained
| Status | What it means |
|---|---|
| Pending | Payment has been initiated and is processing |
| Collected | Payment was successfully processed |
| Failed | Payment did not go through |
| On Hold | Payment is paused, usually due to a dispute or manual flag |
| Excluded | Resident was manually excluded during Preview |
How to handle a failed payment
- Identify the failed payment in the Collect Phase view.
- Review the failure reason (e.g., insufficient funds, expired card).
- Reach out to the resident to update their payment method.
- Once updated, retry the payment from the portal.
Failed payments do not retry automatically. You must manually initiate a retry after the resident updates their information.
What happens next?
Once all payments have reached a final status (Collected, Failed, or Excluded), you can move to the Review Phase to reconcile and close the cycle.