Unlike PlacePay, as an Innago landlord or property manager, you will not be able to cancel payments directly. Payments can only be cancelled by the tenant, or by our support team within the payment cancellation window. For more information on how a tenant can cancel a payment, please click here.
Once a payment has been processing past this cancellation window, the transaction must continue to process until it’s complete. Any refunds or reimbursements for successful payments will need to be handled outside of Innago. If the tenant’s payment fails, they have 24 hours to resubmit their payment to avoid a reversal fee, and three days to submit a payment before we would initiate a reversal. For more information on payment failures, please click here.