Haven't be verified when they sent the money and it is canceled by system. That's just a GUESS. Ask them to send $1 again first.
If that's not the reason, it could be tenant's account had some problems and no enough money? I am not sure about this. Any way, if tenants screen already shows this is cancelled, ask them send it with $1 first. If tenants insist the money is sent, ask them show the screenshot of payment details