Pendo Support

Property Management / Company PendoPay FAQ

Who can use PendoPay?

PendoPay is currently available to Property Management / Companies who have properties located in Canada. PendoPay facilitates Direct Bank Transfers to process payments.

How much does PendoPay cost?

We charge a one time fee of $15 to set up a PendoPay account.

A $1.50 per transaction fee is charged to collect a rental payment and split the payment and deposit into two bank accounts (Owner bank account & the Property Management company bank account).  This scenario would be for the Property Management Fees (such as monthly management fee, tenant placement fee, etc.).

A $1.00 per transaction fee is charged if you are depositing funds from your payout account directly to an Owner’s account.

A $10.00 fee is charged to a Property Management / Company IF a tenant inputs incorrect bank account information when setting up PendoPay.

A $20.00 fee is charged to a Property Management / Company for each failed tenant payment (also known as an incomplete payment) due to insufficient funds, stop payments, account closures etc.  Essentially any time the bank is unable to withdraw or deposit funds from the tenants/owners account.  *This fee is separate from the fee the tenants/owners bank who will charge them directly.

What is required to set up & use PendoPay

  • ID Verification including Soft Check
  • Canadian bank account associated to the Company
  • Copy of valid Business License
  • Copy of recent bank account statement for initial payout bank account
  • Signed PAD (Pre Authorized Debit form) for deposit refunds and NSF/incomplete payment fees

For Property Management companies managing properties on behalf of an owner, a fully executed contract must be uploaded to Pendo for each rental property showing the legal name of the owner, address for each property managed and agreed upon management fee.

Tenant Requirements

  • Legal first and last name and email address saved in the Pendo account
  • A valid, full executed lease (signed by all parties noted) connected to the Pendo account (Not required in AB) between the tenant and Landlord/Registered Company/Property Management Company associated with the Pendo account.
  • Canadian bank account
  • Signed PAD (Pre Authorized Debit form)
  • Copy of a void cheque or a bank provided Direct Deposit form

Owner Requirements

  • Legal first and last name and email address saved in the Pendo account
  • A valid Property Management Agreement/contract between the Owner and the company associated with the Pendo account.
  • Canadian bank account
  • Signed PAD (Pre Authorized Debit form)
  • Copy of a void cheque or a bank provided Direct Deposit form

Note: The Pendo Subscription must be in good standing to use this service.  If a monthly/annual subscription fee cannot be processed on the registered credit card, all future scheduled PendoPay transactions will be on hold until the account is paid.

How do I set up my PendoPay account? Click here.

How do I set up my tenant in PendoPay? Click here.

How do I set up the owner in PendoPay? Click here.

How long does PendoPay take to process payments?

For Property Management Company’s new to the PendoPay system, an identification process will be conducted by Pendo which can take up to two (2) business days.  Once verification is complete, the payments will be processed and will take up to 3 business days to transfer from the tenant account to the payout account.

Note: Payments do not process over weekends or statutory holidays.  Payment processing cut off time is 5pm PST daily.  If you submit a new PendoPay transaction after this time, it will process next business day.

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

Due to our short turnaround time, Pendo fronts the Property Management company the rental payment while the bank system confirms the payment is in the tenants account.  If the tenants account does not have the available funds, Pendo will ‘claw back’ the funds from the Property Management’s payout account.  Both the tenant and Property Management company will be notified if this occurs via email and the failure will also appear on the PendoPay dashboard in Pendo.  The Property Management Company can contact their Tenant to confirm the funds are available and either resend the payment through PendoPay or another payment method (cash, cheque, etc.)

Is there a fee charged if a payment does not go through?
We know that from time to time, for a variety of reasons, tenants don’t always have the funds available in their account when you are trying to process a payment. That can cause a lot of frustration from both parties perspective, as well as increase the fees and overall number of transactions we at Pendo have to process in order to remedy a failed payment. Incomplete payments incur an additional fee of $20.00, charged to the Property Management Company when we receive an incomplete payment notification from the tenant’s bank. This fee is only meant to cover the additional charges we experience when having to process refunds or clawback transactions as a result of an incomplete payment. Please note that this is separate from any fees your bank, or the tenant’s bank may charge.  If an owner’s bank account rejects a deposit (frozen or closed account) a fee of $20.00 will also be charged to the Property Management company.

* Incomplete payments may be caused by, but not limited to the following reasons: Non-sufficient funds, no agreement existed-business/person, stopped payments, account frozen, invalid route or institution number.

How do I avoid NSFs?
We know you are doing your best to find great tenants, like checking references and running tenant screening with credit reports. With PendoPay you can avoid potential non-payment issues by letting your tenant’s know rental payments should be in their account prior to the withdrawal date as PendoPay starts processing payments very early in the morning. By the way, to further help you reduce NSF’s and those “I just forgot” moments, PendoPay sends out friendly reminders of upcoming rent to your tenants.

Can I stop a PendoPay payment?

Payments start processing at 4pm PST the day prior to the scheduled payment date.  You can only delete a payment or make changes if the payment status is in the Pending status which is prior to the cut-off time. Once the payment status changes to Processing you will not be able to modify or cancel the payment.

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

Absolutely! Just click 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 have one account, please add your secondary account before deleting your initial payout account.  Pendo will ask if you wish for any recurring payments to be deposited into the new account, then you can remove the initial payout account.

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

1. Go to their profile on your People page

2, Click the blue ‘Change’ button in the PendoPay card.

3. You can re-invite them to set-up PendoPay with their new bank account details. The new banking information will replace the current information.