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Who can use PendoPay? #

PendoPay is available to property management companies, and registered companies and independent landlords managing rental properties in Canada. It is used to collect rent and other rental-related charges by secure pre-authorized debit including situations where payments may need to be routed to both the property management company and an owner, if applicable. Automated payment processing is available only in Canada, and PendoPay is available to customers on a paid Pendo subscription.

Is there a set up fee? #

Yes. There is a one-time, non-refundable $25 application / ID verification fee for a Property Management Company / Registered Company.

What is required to set up & use PendoPay? #

• Government-issued identification for verification
• Canadian bank account(s) associated with the company
• Proof of business registration / valid business licence, where requested
• A recent bank statement for the initial payout account, where requested
• A signed PAD authorization for deposit refunds and failed / incomplete payment fees
• If your company is located in AB, BC, SK, MB, or ON, the property managers must be properly licensed
• If you manage properties on behalf of owners, a fully executed management agreement / contract should be uploaded for each rental property, showing the legal owner name, property address, and agreed management fee

How do I set up my PendoPay account? #

1. Go to Settings | PendoPay.
2. Complete the verification steps and pay the one-time application / verification fee.
3. Depending on how the bank account is connected, verification may be immediate or may require a micro-deposit confirmation step.
4. Once the account is verified, your PendoPay account is ready to use.

Tenant Requirements #

• Legal first and last name and email address saved in Pendo
• A valid, fully executed lease on file in Pendo between the tenant and the landlord / company / property management company associated with the account (not required in Alberta)
• A Canadian bank account
• A signed PAD authorization
• A void cheque or bank-issued direct deposit form may be required, especially for manual bank setup

Owner Requirements #

• Legal first and last name and email address saved in Pendo
• A valid, fully executed property management agreement / contract between the owner and the company associated with the Pendo account
• A Canadian bank account in the owner’s name
• A signed PAD authorization
• A void cheque or bank-issued direct deposit form may be required

Important: Your Pendo subscription must remain in good standing to use PendoPay. If a monthly or annual subscription fee cannot be processed, future scheduled PendoPay transactions may be placed on hold until the account is brought current.

What are the PendoPay Transaction Fees? #

A $2.50 transaction fee applies when collecting a rental payment and depositing it into one bank account. A $3.00 transaction fee applies when collecting a rental payment and splitting the deposit into two bank accounts.Ffor example, one deposit to the Property Management Company and one deposit to the Owner for management-fee scenarios. The transaction fee can be paid by either the tenant or the property management company.

A $20.00 failed transaction fee applies to incomplete / returned payments such as NSF, stopped payment, or closed account. This is separate from any fee the tenant’s bank may charge them. 

If the property management company pays the transaction fees, those fees and any failed-payment fees are charged to the payout account or designated fee account, and Pendo sends a monthly fee summary by email. The existing article says this summary is provided on the fifth business day of the following month, and newer PendoPay wording also refers to a monthly fee summary.

Each successfully processed PendoPay transaction appears on the first line of the fee summary, and failed transactions appear separately.

How long does PendoPay take to process payments? #

For brand-new PendoPay users, the initial verification / identification process can take up to 2 business days. After that, once a payment reaches Processing, funds typically take 4–6 business days to move from the tenant’s account to the designated payout account(s). Weekends and Canadian statutory holidays are not business days.

Who processes the payment transactions? #

Pendo uses VoPay as its payment processor. Payments are processed on business days only, not on weekends or Canadian statutory holidays.

When is the cutoff time for scheduling a one-time or recurring payment? #

Payments should be created by 5:00 pm PT / PST each day. If a new PendoPay transaction is submitted after that cutoff, it will be processed on the next business day.

What happens if the payment doesn’t go through? (Non-Sufficient Funds (NSF), stopped payment, etc.) #

If a tenant’s account does not have the available funds, or the payment fails for another bank-return reason, both the tenant and the Property Management Company are notified by email. The failed payment will also appear on the PendoPay dashboard, where the Property Management Company can either retry it once funds are available or remove it if the tenant will pay another way.

Is there a fee charged if a payment does not go through? #

Yes. Payment failures due to NSF, stopped payment, closed account, or similar bank-return reasons incur a $20.00 failed transaction fee charged to the Property Management Company. This fee is separate from any charges the tenant’s bank may also apply.

How do I avoid NSFs? #

PendoPay helps reduce missed payments by sending tenants automatic reminder emails before rent is due. Pendo’s newer landlord-facing PendoPay wording says these reminders are sent 1 week, 3 days, and 1 day before the payment date.

Can I stop a PendoPay payment? #

Yes, but only before it begins processing. If the payment still shows a Delete button, it can be cancelled or changed. Once the payment status moves into Processing, it can no longer be edited, deleted, or cancelled.

Can I refund a tenant’s rental deposit through PendoPay? #

Yes. Use the Send Refund button to initiate a withdrawal from your payout account to the tenant’s account.

How do I change my PendoPay Payout Account banking details? #

If you currently have only one payout account, add the new account first and complete setup before deleting the old one. Once the new account is ready, Pendo can apply recurring deposits to the new account going forward. It is best to make the change only when there are no payments currently pending to the old account.

How do I change a tenant or owner’s banking details in PendoPay? #

1. Go to their profile on the People page.
2. Click the Change button on the PendoPay card.
3. Re-invite them to complete setup using their new banking details. Once completed, the new banking information replaces the old information.