Check the following items before submitting a ticket because one of these could be a very simple and easy fix.

Step 1: Find out what browser they are using

• While it is not required, Google Chrome works best for making payments.  
• If they aren't using Google Chrome, have them give that a try.

Step 2: Verify the type of payment

• If they selected a credit card, make sure they are entering a credit card and not a debit card.
• Have them re-select and enter if they made a mistake.

Step 3: Is the payment method already in use

• Do they currently use a Rent Cafe portal and is that payment tied to their account?  If so, they must use the exact same email address
• Is their payment method in Rent Cafe but under someone else's name? If so, they must either delete it from that payment setup or use another payment method

If you verified all of the steps above, submit a ticket and be sure to include the name and unit number