Why you’re seeing an "update card" service issue
This service issue appears when there’s a problem with your payment method—usually a declined transaction or invalid card information. When this happens, Flex can’t process your 1st payment, and we pause the rent process until the issue is fixed.
You’ll receive a notification via email, text, or push, asking you to update your card in the app.
Your 1st payment must be completed by 3 PM ET on the 5th of the month for Flex to submit your rent on time.
If you are at a non-integrated property, you must make your 1st payment by the time shown on your app’s homescreen. If it’s not completed in time, your rent payment may be rejected.
How to resolve it
You can fix this issue in a few ways:
Step 1: Update your card
- Tap Change card in the yellow service issue banner
- Or go to the Home screen and tap the arrow next to Payment methods
- Add a new card or update your current one
Step 2: Contact your bank
Sometimes, your bank may block or decline a payment. You can contact them to ask why the transaction is being blocked and confirm it's safe.
Step 3: Wait for Flex to retry
If autopay is turned on, Flex will automatically retry the 1st payment every 12–24 hours until it succeeds or until the 3 PM ET, 5th of the month deadline.
Step 4: Retry the payment manually
If you’ve updated your card and want to try again immediately:
- Open the Flex app
- Tap Make payment in the service issue message
- Confirm the payment to retry
