Troubleshooting

I can't start the transfer, it says there's an unresolved credit

The departing account is owed money rather than owing it. URBI won't let a transfer start while that's the case, since starting would leave that credit stranded on an account that's about to change hands. Resolve the credit, for example by refunding it, then start the transfer again.

The total on the balance card doesn't match what I expected

The total is read live from the server every time this step loads, not calculated from what's on your screen. If someone else changed something on the account (posted a new charge, applied a credit, and so on) between when you last looked and now, the total will reflect that. Refresh the step if you're unsure, and use the number shown there, not one you calculated yourself.

I recorded the payment but the balance still isn't zero

After a settlement payment posts, URBI reads the balance back from the server rather than assuming the payment cleared it. If the balance still isn't fully cleared, for example because something else changed on the account while your payment was being recorded, you'll be told the amount changed underneath you. Refresh the step to pull the current total, and record the payment again for the correct amount.

Someone on the household list isn't showing up

Only people tied to the same household as the departing account appear on this list. If someone you expected to see isn't there, they may not actually be linked to that account. Check the account's details, or contact support if you believe the link is missing.

I don't see the option to record a settlement payment

This step only appears once you're marking a transfer as settled and there's something to collect. If the balance shows as nothing owed, there's nothing to record. If you believe there should be a balance and don't see this option at all, confirm your access to manage leases and transfers on that property with an admin.