How to Troubleshoot AutoPays That Did Not Run

Option 1: Check Notes in Lease Details

1. In your Prisma account, navigate to ‘Residents’ on the left hand side
2. Once you locate the resident, click the lease number to open the lease detail page.
3. Scroll down to the “Notes” section.
4. You will see automated system notes along with date and time stamps that include the reason AutoPay did not run.
5. These notes are generated automatically at the time AutoPay attempts to process.

Option 2: Check Resident Email Logs

1. In your Prisma account, navigate to ‘Logs’ on the left hand side
2. Under “Email Logs”, use the following filters:
   • Resident Email Address
   • Subject: Search for “Autopay error”
     
3. Locate the relevant log. Click the three dots and click the “View”
4. In the “Reason” section of the email, you’ll be able to view the specific error.