Payment withdrawn from tenants bank account but not in Cubbi

Direct Debit Payments

In short, even though a Direct Debit payment has been withdrawn from the tenant's bank account, the funds still take  3 business days to reach Cubbi.

Direct Debit payments are usually withdrawn from the tenants bank account on the day they are initiated by Cubbi (as per the schedule) however the payment will not reach (clear in Cubbi) for 3 business days.

This is because, when the banks debit the money from the tenants bank account they don't usually look if the bank balance is overdrawn (they just take the money out). When the bank notices they have taken the bank balance into a negative they will put the funds back into the tenants bank account automatically. Essentially the banks make Cubbi wait 3 business days to allow enough time for them to check if the account is overdrawn and if so, they put the money back into the tenants bank account - before the funds reach Cubbi and therefore the payment will fail in Cubbi with an error message 'Insufficient funds' 3 business days after the payment was initiated by Cubbi.

You will be able to see all pending Direct Debit payments awaiting clearance on the Transactions Page from your dashboard. Check the 'Awaiting Clearance' tab.

Learn more about Direct Debit processing times. 

Until the payment has cleared in (received by) Cubbi:

  • Rent will be marked as late (if received after the rent due date)
  • Rent notifications will be sent (the day after rent was due and not received)
  • Formal action could be taken by the owner, as recommended by Cubbi based on state legislation.

We recommend the rent is debited from the tenants bank account 5 days before the rent due date (to allow for weekends). How to change this.

NPP & BPAY Payments

NPP and BPAY payments are initiated by the tenant inside their own banking app (not in Cubbi). Therefore Cubbi only knows when the payment is received by Cubbi (not while it's in transit from the tenants bank account to Cubbi). 

BPAY payments take 1-2 business days to reach Cubbi.

NPP payments take 30 seconds to reach Cubbi, however it's worth noting, if it's the first time you have paid Cubbi using NPP, your bank may hold the payment for 1 business day while they ensure it's safe to pay the funds.