Troubleshooting Deferred Deposits and Collections

I don't see the "Pay deposit now" toggle when booking (resident)

A few reasons this can happen, all expected:

• The amenity may not offer deferred deposit collection at all; not every amenity is set up this way.

• You may be booking too close to the start time. Every deferrable amenity has a cutoff before which deferral is offered; book past that cutoff and the deposit is automatically included in today's charge, no toggle shown.

• The amenity may not have a refundable deposit at all, in which case there's nothing to defer.

• You may be on an older version of the app from before this feature shipped. Update the app to see the toggle.

I turned the toggle off but I'm still being asked for a card

If the amenity has a required fee as well as a deposit, the fee is always charged at booking time even with the toggle off, only the deposit is deferred. If the amenity has no fee and you're still asked for a card, contact support, that's not expected.

I don't see "Collect payment" on the Payment & Refunds tab (staff)

This requires amenity booking edit permission on the property. If you can otherwise open and edit amenity bookings, it should be there; if the whole booking drawer is unavailable to you, contact your admin about your permission on that property.

The Card option says "Send payment link," not "Charge card on file"

This is intentional, not a bug. Card never charges a stored card automatically; it mints and sends the resident a secure payment link, and they complete the payment themselves. If you need to record money you've already received in person, use Manual instead.

A waived optional item shows "Voided" instead of "Waived"

This can happen specifically when the item being waived was added by the resident themselves while amending their own booking (not one staff added for them). It's a cosmetic label difference only, the underlying action and outcome are identical: nothing is charged, and the resident sees the charge cleared either way. It does not affect the books.

The deposit still shows "Confirmed" with no due date

This usually means the amenity doesn't have deferred deposit collection turned on, or the collection window configuration is missing a value. Check the amenity's Pricing tab; see "How to set up deferred deposit collection."

I collected a payment but the booking still shows the old status

Give the page a moment to refresh, statuses update on the next load rather than instantly pushing to every open screen. If it's still wrong after refreshing, check the Audit Log tab to confirm the action actually recorded; if it did and the status still hasn't updated, contact support.

A resident says they never got the payment link

Confirm the link was actually sent (check the Audit Log for a "link sent" entry) and that the resident's contact info on file is correct. You can always send the link again from the collect surface; sending it again replaces the previous link.