Troubleshooting Scenarios for Bond Payments with NZ Tenancy Services

The processes in this article include:

• Scenario - How to Manage a Failed API Bond Lodgement
• Scenario - What Happens if our Real-Me Credentials are Lost or the Staff Holder of the Credentials Leaves
• Scenario - Cannot Disburse more than Required (incl Received) Message
• Scenario - Unlodged Bond can't have a Reference Message
• Scenario - Invalid Bond Reference Format Message

Scenario - How to Manage a Failed API Bond Lodgement

1. If the Bond fails to lodge, navigate to Marketplace

2. Click on the Tenancy Services Bond Lodgements tile.

3. Click the Status tab to view a list of all lodgements, the type of payment being sent, and if it has been Sent or Failed. For any failed lodgements, click on the three dots to the right and select Lodge to resubmit.

4. For details about the bonds that make up any of these lodgements, you can access the disbursement files from the same day from the Disbursement page.

Scenario - What Happens if our Real-Me Credentials are Lost or the Staff Holder of the Credentials Leaves

1. Create new real-me credentials under a new identity.

2. Deactivate the Marketplace integration.

3. Go to Marketplace, select Connect user - enter new realme credentials to authorise Reapit.

4. You will then get sent and email with new Landlord Contact ID.

5. Login with existing Landlord Id and new Landlord Contact Id in Marketplace.

6. Lodge bonds.

Scenario – Cannot Disburse more than Required (incl. Received) Message

While on the Disbursement screen, attempting to disburse a bond balance that exceeds the bond received value will notify you with the following banner:

To resolve this, navigate to the Tenant file and edit the agreement. Navigate to the Bond Details section and update the Bond Required amount to the correct value.

Scenario - Unlodged Bond can't have a Reference Message

While on the Disbursement screen, attempting to disburse an initial bond that has a bond reference number against the tenancy will provide the following error:

To resolve this, proceed to the tenant file and remove the bond reference number. Once disbursed, tenancy services will issue an email within a few days containing the bond reference number BN-######## for the tenant.

Scenario - Invalid Bond Reference Format Message

While on the Disbursement screen, attempting to disburse a bond balance that has an invalid bond reference number on the agreement will provide the following error:

To resolve this, proceed to the tenancy agreement and update the bond reference number to the BN-######## format. If you are unsure on the reference number you can obtain this from the Tenancy Services Portal for the required tenant.