If a tenant misses a rent payment, contact Uniplaces immediately. Do not approach the tenant directly — Uniplaces mediates all payment disputes through the platform.
Step 1 — Check Rent Collection status in your Personal Dashboard
Before contacting anyone, check your Personal Dashboard to confirm whether the payment actually failed. Go to Bookings → select the booking → Payments to see the full payment history and the status of each charge.
If Rent Collection is enabled, you’ll see whether the charge failed and when. A failed payment triggers an automatic notification to the tenant — they may already be aware and in the process of resolving it. Give it 24–48 hours before escalating if no update has been received.
Step 2 — Contact Uniplaces support immediately
If the payment remains unpaid after the initial window, contact the Uniplaces support team straight away. Provide your booking reference and the details of the missed payment. The support team will contact the tenant directly to follow up.
Do not wait. The sooner you report a missed payment, the faster it can be resolved — and the better protected you are if the situation escalates.
Why not contact the tenant directly?
All rent payment disputes on Uniplaces must be handled through the platform. If you contact the tenant directly to demand payment, Uniplaces cannot guarantee your protections apply to any arrangement made outside the platform.
This also prevents misunderstandings — keeping everything on record through Uniplaces protects you if the situation escalates further.
What Uniplaces does
Once you report a missed payment, the Uniplaces team will:
- Contact the tenant directly to request payment
- Investigate whether the failure was technical or the tenant is genuinely unable to pay
- Escalate the case if the tenant doesn’t respond or refuses to pay
- Advise you on next steps based on the outcome
What are your options if rent remains unpaid?
If the tenant continues to fail to pay after Uniplaces has intervened, the support team will advise you on the available options — which may include early termination of the tenancy through the platform. Any formal action must go through Uniplaces to ensure your protections remain in place throughout.
In cases of persistent non-payment, local tenancy law may also provide additional remedies. Contact the Uniplaces support team for guidance specific to your country.
How to protect yourself in future
The most effective way to prevent missed rent payments is to enable Rent Collection on your listing. When active, Uniplaces charges the tenant automatically on the due date — eliminating the risk of a tenant forgetting or delaying payment. See How Does Rent Collection Work for Landlords? for details.
Frequently asked questions
What if the tenant says they already paid?
Ask the tenant to provide proof of payment and share it with the Uniplaces support team. If the payment went through correctly it will show in your Personal Dashboard. If it doesn’t appear, the team will investigate what happened.
Can I deduct unpaid rent from the security deposit?
The security deposit can cover unpaid rent in some circumstances, depending on your rental agreement and local law. Contact the Uniplaces support team and seek local legal advice before making any deductions from the deposit.
What if the tenant’s card has expired?
If the failed payment is due to an expired card, the tenant needs to update their payment method. Uniplaces notifies the tenant automatically when a payment fails. If they don’t update their details, contact support to escalate.
Does a missed payment affect the tenant’s Uniplaces account?
Uniplaces takes payment reliability seriously. Tenants with unresolved payment failures may face restrictions on future bookings. This is part of the platform’s protection for landlords.
Still need help?
Contact our landlord support team →