Hi Jesse, I’m sorry to hear about the issues you’ve been experiencing while trying to connect your bank to our platform. I’d like to share some additional context about what’s happening behind the scenes to help clarify the situation.
Stripe is required by law to complete what’s called a KYC (Know Your Customer) survey for every business that signs up with us, regardless of how many transactions they’ve processed. This involves completing in-depth reviews throughout the lifetime of every single account, including what they’re selling, how they intend to sell it, their own description of their products and services, their website, and a myriad of other details. When this happens, you may need to re-add your banking information and provide additional documentation.
If your tenants are having issues connecting their account via Plaid, there could be a number of reasons including, a service outage, or an issue with their financial provider.
If you or your tenants continue to have any issues, don’t hesitate to reach out to our support team ([email protected]) to troubleshoot any issues. We’re here to help!
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Service outages seem to be the issue. In fact, every time I log back in to see if it’s working, Plaid says it’s still out. How does anyone connect their bank if this is constant? One of my tenants has been forced to write checks for 3 months. There is no customer service line for tenants to call and explain these very complicated and specific issues and trying to do so over email isn’t very efficient or helpful. Again, I hope these things get worked out and make it better for both the tenant and the Land lord.
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Hi Jesse! Thanks for providing more context. The most effective way to troubleshoot this issue is for your tenant to provide specific details about the error they’re encountering, including screenshots if possible. While we don’t currently offer phone support for renters due to being a small, Colorado-based team, our renter support team is highly responsive via email and works diligently to resolve issues like these.
If you’re open to it, I’d be happy to have our team proactively reach out to your tenant to guide them through the process. We can also reset their payment method entirely to help establish a fresh connection. Please let me know if you’d like us to move forward with this approach.
We truly appreciate your patience and understanding as we work to address this!
