If the applicant is trying to pay the holding deposit but an error message is being displayed, "An error occurred while processing your card", please ask them to refresh the app and make sure they have a stable internet connection before attempting to submit their card details again. Please make sure they've entered their card details correctly. Please ask them to make sure their card is valid and that they have sufficient funds in their account to make the payment. They may wish to try using a different debit or credit card.
If they're still stuck, please ask them to send you a screenshot and get in touch with the team. We'll look into the issue and get back to you.
If you need further assistance, email us at partners@residently.com or reach out via chat.