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FAQ

FAQ

General FAQ

What is Dwolla?

Dwolla is an e-commerce company that provides a Payment Application Programming Interface (API) to make online Automated Clearing House (ACH) payments easier. dwel.co uses Dwolla as it’s payment platform, Dwolla securely connects to bank or credit union accounts to enable the transfer of money for any individual or organization in the United States.

Why is my transaction still pending?

A bank or credit union transaction usually takes 2–3 business days to complete via the Automated Clearing House (ACH) network used by banks to transfer funds. Please note that transfers take longer to complete if executed over a weekend or holiday.

Why did the transaction fail?

A transaction can fail for a number of reasons. Here are a few reasons why a transaction may fail:

  • Insufficient funds - There are insufficient funds in the sending bank account or credit union account to complete the transaction.
  • Frozen account - A bank or credit union account may have been frozen.
  • Other conflicts - A bank or credit union may reject a transaction for a number of reasons. If a transaction fails, please contact your bank or credit union to check on the status of your account. If the matter is not resolved, try to re-initiate the transaction or ask your financial institution why the transaction may not be processing

Why am I being asked for more documentation?

We ask for more documentation if additional information is needed to verify your identity or to verify that you are an authorized signer of your connected bank/credit union account.

If we ask for a photo ID, please upload one of the following forms of identification:

  • An unexpired, current, state-issued driver’s license or identification card OR
  • An unexpired, current U.S. passport

If we ask for a bank statement, please upload a copy of a recent bank statement.

How does Dwolla protect my data?

Dwolla protects customers’ data through secure servers and a world-class cloud environment. Dwolla’s servers are encrypted with 128-bit or greater encryption controlled by Transport Layer Security (TLS), and sit behind firewall and intrusion protection. Our cloud service offers a highly secure environment with a dedicated security team.

What if I experience problems connecting my bank account with Dwolla?

No need to worry, bank connection problems are a quick fix. Just shoot us an email at support@dwel.co or give us a call at (888)-870-3935.

What are Micro-Deposits?

We use Micro-Deposits to verify that an individual owns the bank account that he/she is using on the website. Micro-Deposits are transactions of two small amounts of money that are used to verify your bank account. Two small amounts are deposited into your account, this may take up to 2 business days. Once the transactions are made, you can see what the amounts are and then enter two amounts of the transactions when you log back into dwel.co. Once these numbers match up, you have confirmed that you own the bank account that you are using.

Please note: Micro-Deposits may take up to 2-3 business days to appear in your bank account.

What if the Micro-Deposits never appear?

Check to see if your bank account information matches up with your dwel.co account information. A mistake may have been made in entering your bank account information. Some common mistakes in inputting bank account information include a missing number or mistyped number. You can only use a bank account(s) that you are the owner of. If there is still an issue, contact the dwel.co Support Team and we can help you check!

How fast do funds transfer?

Due to banking regulations, dwel.co is limited on how fast it can transfer funds between accounts. With our normal Electronic Funds Transfer (EFT) service, rent payments can be expected to arrive in a landlord's account within 2-3 business days.

Is dwel.co secure?

We utilize the most secure technologies. Encryption is employed in all key aspects of the website to ensure that your data is secure and your usage is the safest possible. We also comply with Payment Card Industry Data Security Standards (PCI DSS) to ensure that your data is protected in accordance with industry standards.

Who can see my information?

Only you can see your account information, account numbers, debit card numbers, etc. The landlord/property manager only has the ability to see a tenant’s name, email, phone number, and profile image. Our priority is to maintain your discretion, we do not store your bank account, debit, or any other payment-related data.

Can I use dwel.co on my mobile phone?

dwel.co is also accessible on any mobile web browser.

Can I use dwel.co’s services anywhere?

dwel.co is currently only for use in the United States due to financial regulations. We will be expanding into other countries soon!

What if my tenant or renter doesn't use dwel.co?

No worries! You can invite your tenant and they can sign up in a few minutes. You can be accepting your rent payments online in less than 10 minutes!

How can I change my email and contact information?

Navigate your Dashboard and click on “Account Settings". Change anything you want, any time you want.

Does dwel.co support 5+ unit residential properties?

We don’t support 5+ residential properties yet. The feature to add as many units as you like is coming soon!

What if I need information that isn't in this FAQ section?

Your experience using dwel.co is of paramount importance to our team and our community. So, your email won’t be lost in the abyss of our inbox. If you have a question or concern that isn’t listed - or would just like more clarification on a FAQ response - drop us a line anytime at (888) 870-3935 or email us support@dwel.co.

Landlords

What Do I Need to Use this Service?

  • Your name, email, and phone number
  • The last 4 digits of your Social Security Number
  • To start accepting payments you will need your personal bank account information handy
  • Your general property details
  • Basic tenant information such as name, email, and phone number
  • If you are registering as a business have your EIN and basic business details handy

How do I invite a new tenant to dwel.co?

In your Dashboard, you can manage your renters for each individual property that you own. Just click on the "Add Tenant" button and fill out the required information. Once you enter their email address, the tenant will be invited to create an account on dwel.co. Once they receive the email, your new tenant can be up and running on dwel.co in only a matter of minutes!

Tenant

Is my payment instantly processed?

Your rental payment is sent directly to your landlord the instant that you click the Send button or approve the payment to be sent. Some financial services institutions require a day or more for the payment to clear their records. When this clears it will be reflected in your balance.

If I make a mistake, can I have my money refunded?

Absolutely! Just contact us and we can reverse the charges or debit your accounts. This is one benefit of e-Payments. They're a lot easier and faster to work with than paper checks. Refunds may take a few days to process as your bank determines processing time, but your refund is ensured. Any additional concerns regarding payments, however, will need to be worked out with your landlord.

Can I invite a landlord to use dwel.co?

Absolutely! Send them an email with a link to the site, dwel.co.

Can I use a credit card to pay my rent with dwel.co?

No. We currently do not accept credit card payments, but we’re working to bring you this feature soon