Why you’re seeing a generic payment failure service Issue
This service issue appears when Flex attempts to process your 1st payment but runs into an unspecified payment issue—meaning something went wrong, but we couldn’t pinpoint a specific cause (like insufficient funds or an expired card).
When this happens, your rent process is paused, and you’ll receive a notification via email, text, or push letting you know that action is needed.
Remember: Your 1st payment must be completed by 3 PM ET on the 5th of the month for Flex to submit your rent.
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 have a few options to fix this issue:
1. Update your card
- Open the Flex app and go to the Home screen
- Tap the arrow next to Payment methods
- Add a new card or update your existing one
2. Wait for Flex to retry
If autopay is turned on, Flex will retry the payment automatically every 12–24 hours, up until 3 PM ET on the 5th.
3. Retry the Payment manually
If you’ve fixed the issue and don’t want to wait—or if autopay is off:
- Open the Flex app
- Tap Make payment in the service issue banner
- Confirm the payment to try again immediately
Where to view your payment amount
You can always check your total—including any bill payment fees—on the Home screen of the Flex app.
