Who this article is for
Lot owners using Cohabit to pay levies
Owners who use Card or PayID
Anyone seeing errors, failed payments, or incorrect levy details
Before you begin
Most levy payment issues relate to one of the following:
Incorrect levy setup
Missing or expired payment method
Issues with a card or PayID
Changes to levy amounts or dates
Internet or session errors
This guide will help you diagnose and resolve each issue quickly.
🔧 1. My payment failed
A failed payment will usually show as:
Failed or Declined
Processing that does not complete
A red or warning banner on the levy detail page
How to fix this
Try the following steps:
Step A — Check your payment method
Go to Profile → Payment Methods and check:
Is your card expired?
Has your PayID changed?
Was the method accidentally deleted?
Is the card blocked by your bank?
If needed, delete the method and add a new card or PayID.
Learn more: How to add payment methods
Step B — Retry the payment
Open Payments
Open the levy showing “Failed”
Click Pay now
Select your updated payment method
Try again
Step C — Check with your bank
Banks may block a payment if:
The levy amount is high
The transaction appears unusual
Your daily limit has been reached
A quick call or app authorisation usually fixes this.
If nothing works
Contact Cohabit Support via the in-app chat bubble and include:
Building address
Lot number
Screenshot of the levy page
Error message (if shown)
🔧 2. My levy amount looks wrong
This usually happens when:
Your strata manager issues a new levy notice
A special levy is introduced
The levy notice was entered incorrectly during setup
Instalment dates or amounts change mid-cycle
How to fix this
Step A — Compare your levy notice
Check the amount and due date on your latest official levy notice.
If the levy setup does not match your notice:
Step B — Update the levy setup
Go to Payments
Open the levy
Click Edit levy details (or similar option)
Update the amounts, due dates or instalments
Save
Cohabit may require you to upload the levy notice for verification.
Step C — If the levy was changed suddenly
This occurs when a strata manager issues:
A new budget
An amended levy
A special levy
Upload the new notice and contact Cohabit Support to confirm the levy details.
🔧 3. My building or apartment is missing from Payments
Common causes:
Your lot connection request has not been approved yet
The wrong apartment was selected during setup
You own multiple lots but are viewing the wrong building
Levy setup has not been completed for that building
How to fix this
Step A — Check your lot connection
Go to the building’s Your apartments section and confirm your lot is connected.
If not:
See: Connecting to your lot (Owners)
Step B — Switch buildings
On the Payments page, at the top:
Choose the correct building
Choose the correct apartment/lot
Step C — Set up levies for that building
If you haven't configured levies yet:
You will see “Set up levies” or the 3-step setup page.
Follow the setup flow again.
🔧 4. Automatic payments didn’t run
This can happen if:
Your payment method expired
The method was deleted or failed
Auto Pay was disabled
The levy was edited or changed mid-cycle
Insufficient funds at the time of processing
How to fix this
Step A — Confirm Auto Pay is ON
Go to Payments
Open the levy
Look for Auto Pay status
Toggle it back ON if needed
Step B — Check your payment method
Go to Profile → Payment Methods.
Ensure the payment method:
Exists
Has not expired
Is still your “default” for levies
Step C — Retry the payment manually
Go to the levy
Click Pay now
Choose your method
Confirm
🔧 5. I accidentally paid the levy outside Cohabit
This happens when:
You paid the levy via your bank instead
Your strata manager still sends you BPAY or DEFT details
You paid early or in advance
How to fix this
Step A — Mark the levy as “Paid outside Cohabit”
If available, use the Mark as paid option.
Step B — Leave it as-is
If no option exists, Cohabit will show the levy as “Upcoming”, but:
It will NOT trigger another payment
Auto-pay for that instalment will skip once we detect the payment was not processed (depending on your setup)
If unsure, message the Cohabit Support team.
🔧 6. I need to change my payment method for an upcoming levy
This is common when:
Your card expires
You want to switch from card → PayID or PayID → card
You want different methods for different buildings
How to fix this
Step A — Add the new payment method
Go to Profile → Payment Methods → Add Payment Method
Step B — Apply it to your levy
Go to Payments
Open the levy
Look for Payment Settings
Select the new method
Save
Upcoming instalments will now use the updated method.
🔧 7. I get an error when saving levy details
This can occur if:
A required field is missing
The levy dates overlap
The amount doesn’t match the notice format
Your internet connection interrupted the save
How to fix this
Try:
Refresh the page
Re-enter levy details carefully
Ensure instalment dates do not overlap
Ensure amounts are full numbers
Try on a different browser/device if needed
If it continues, send Support:
A screenshot of the error
Your building
Lot number
Levy notice
🔧 8. PayID isn’t working
Only applies if using PayID as your levy payment method.
Common causes:
PayID was entered incorrectly
Your PayID is locked, deactivated, or unverified
Your bank temporarily blocks PayID payments
Your PayID email/mobile has changed
How to fix this
Go to Profile → Payment Methods
Delete the PayID
Add a new PayID
Try making the payment again
If still failing, add a card temporarily and retry.
🔧 9. I paid a levy but the status hasn’t updated
Statuses sometimes take a few moments to update depending on your bank.
What to do
Wait 5–10 minutes
Refresh the Payments screen
Open the levy detail page
If still incorrect after ~30 minutes, contact Support
Provide:
Levy amount
Time of payment
Screenshot from your bank (optional)
⚠️ When to contact Cohabit Support
Contact Support via the in-app chat if:
A levy will not save
A payment fails even after updating your method
The levy amount in Cohabit does not match your notice
You don’t see your building or lot
Auto-pay continues to fail
You’re unsure whether a levy went through
A payment shows the wrong amount or date
We’ll help resolve it quickly.