A tenant's GCash or Maya payment proof isn't showing
Your tenant says they sent a payment proof but you can't find it. Where to look in Payments > For Approval, and what to check when it's missing.
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What you see
A tenant tells you "Nagbayad na po ako, may screenshot na," but you can't find their payment in BoardHub, or the request is there without a picture.
Why it happens
- The request is waiting under For Approval, not in the main Payments list. Payments only appear there after you approve them.
- It's on a different tab: Approved, Rejected or Withdrawn.
- The screen hasn't refreshed since the tenant sent it.
- The tenant sent the request without a screenshot, since attaching one is optional.
- The tenant never finished sending, for example they closed the form before tapping submit.
How to fix it
- Open Payments and tap the For Approval tab. On your phone, tap Payments in the bottom bar.
- Check Pending Review first, then Approved, Rejected and Withdrawn.
- Tap the refresh button beside the tabs, or pull down on your phone, to load the latest requests.
- Open the request and tap the image to enlarge it. If there's no image, check the reference number and note instead.
- Tap Approve, or Reject with a reason so the tenant knows what to fix.
- Still nothing? Ask the tenant to open Payments in their tenant portal and check that their request appears there. If it doesn't, they should submit it again.
Payments›For Approval›Pending Review
Tips
- Turn on Tenant payments alerts under My Account > Notifications so you get an email or push the moment a proof arrives.
- The red number on For Approval (and on Payments in the menu) shows how many requests are waiting.
Frequently asked questions
Do tenants have to attach a screenshot?
No. The screenshot is optional, so some requests only have a reference number or a note. Ask the tenant to attach one next time if you need it.
Where do approved payments go?
They move to the Approved tab under For Approval, and the payment is recorded against the tenant's bill.