Deposits · Troubleshooting
Deposits: troubleshooting
Fixes for common deposit problems and error messages. For how deposits work, see Deposits; for step-by-step instructions, see Deposits: how-to.
The Deposit Management panel is missing from a tenancy
Section titled “The Deposit Management panel is missing from a tenancy”Why it happens:
- The tenancy’s Tenant money held is None or Rent in advance. Neither uses Deposit Management.
- The Deposit Management service is switched off for the property.
- Your role can’t view deposits.
- Focus mode is on, which shows only the focused panel.
How to fix it:
- On the room page, click Edit under the tenant’s name and set Tenant money held to the right deposit type, with its amount.
- Open the property, scroll to Inactive services, open Deposit Management, set it to Manual and save.
- Ask an admin to give your role permission to view deposits.
- Turn off focus mode with the Toggle focus mode button (top right of your organisation page).
I can’t see the Deposits panel, or some of its buttons
Section titled “I can’t see the Deposits panel, or some of its buttons”Why it happens: your role doesn’t include deposits. Without view permission, the panel says “You do not have access to deposits, but you can still manage your TDS credentials via settings (cog icon).” if you can manage integrations. If you can see deposits but not Received, Close, bulk Money received or bulk Close, your role can’t confirm deposits on the rent schedule.
How to fix it: ask an admin to give your role the deposits permissions you need: “View deposits”, “Protect, keep and refund deposits” and “Confirm deposit received and returned on the rent schedule”.
The tenant has paid, but the deposit still shows as Started
Section titled “The tenant has paid, but the deposit still shows as Started”Why it happens: COHO only records a deposit as received from the rent schedule when you log a payment against the deposit charge, or confirm move-in monies in onboarding. A deposit charge paid with Mark … paid on time, by assigning an existing payment, through GoCardless, or matched from your bank in Transactions doesn’t update Deposits.
How to fix it: click Menu > Deposits > Pending > Started, click View > Received, and enter the date. The deposit charge is already paid, so nothing more changes on the rent schedule.
The Register deposit button isn’t there
Section titled “The Register deposit button isn’t there”Why it happens:
- The property’s ownership type isn’t set: COHO says “Please set the ownership for this property to be able to use the automatic TDS deposit filing.”
- The property is managed for an owner and you haven’t connected your own TDS account. COHO shows the Got API credentials? / Got a TDS Account? / No TDS Account yet? tips instead.
- This tenancy already has a TDS registration, even one that’s been repaid. COHO only offers Register deposit again if the earlier registration was cancelled.
- Your role can’t edit deposits.
How to fix it:
- Set the ownership on the property (owned, managed or rent-to-rent) and reload.
- Connect your TDS account, then click Check again.
- For a new deposit on the same tenancy, register it on the TDS website and record it in COHO with its DAN (see Link a deposit you registered on the TDS website), or contact support.
- Ask an admin for edit permission for Deposits.
There’s no Create branch button
Section titled “There’s no Create branch button”Why it happens: you have no TDS account in COHO yet, so Register deposit shows We will create a branch. Creating the branch needs permission to manage integrations. Without it, COHO says “Creating that branch needs Integrations permission. Ask someone with that permission to create the branch, or to add existing API credentials.”
How to fix it: ask someone with permission to manage integrations to click Create branch, or to connect your own TDS account. Or ask an admin to give your role edit permission for Integrations.
Registering with TDS fails
Section titled “Registering with TDS fails”Why it happens: COHO checks your details before sending, and TDS checks them again. Common causes:
| Message | Cause | Fix |
|---|---|---|
| “Property owner information is required to be able to register a deposit for this property.” | A managed property has no owner | Add the owner on the property’s ownership panel |
| “The address of the property owner is not complete.” | The owner’s address is missing a line, town or postcode | Complete the owner’s address, then reload |
| A list under “Some information that is required for us to communicate with TDS on your behalf, is missing from your organisation profile:” | Your registered address, public telephone number or public email address is missing | Click Add info, fill it in, then Reload |
| “Property administrative area” is required | The property address has no area (county) | Enter an Area of at least 3 characters on Review & Register |
| “Erroring getting landlord by their email … from TDS: …” | TDS couldn’t find or accept the landlord’s email, or your TDS credentials were refused (“Authentication failed”) | Check the landlord’s email, and that your connected TDS account’s details are current. If it says “Authentication failed” for every deposit, contact support |
| “TDS did not accept the deposit: … Attempt to update an existing tenancy” | TDS already has this tenancy, for example from an earlier attempt or a registration on the TDS website | Check the TDS website. If it’s registered there, record it in COHO with its DAN instead |
| “TDS did not accept the deposit: … email address already in use on a member contact record” | The email belongs to an existing TDS member account, usually your own agent account, while the property is set as owned | Use the right ownership type: owned properties go through COHO’s head office branch, managed ones through your own TDS account |
| “TDS did not confirm deposit creation after 10 checks …” | TDS didn’t reply in time | Check the TDS website before retrying, so you don’t register twice |
After fixing the cause, click Retry Deposit Registration (or Register deposit).
Registration says the amount doesn’t match the rent book
Section titled “Registration says the amount doesn’t match the rent book”Why it happens: the rent book (the tenant’s rent schedule) shows a different amount received as deposit from the amount you’re about to protect. COHO counts payments on the deposit charge that haven’t been deleted, reversed or refunded. It shows £0 if the tenancy has no deposit charge, or the deposit was paid outside COHO.
How to fix it: this is a warning; you can still register. Check what the tenant actually paid. If the amount to protect is wrong, click Edit under Tenancy and change Deposit amount to protect. If the deposit was paid outside COHO, you can register as it is.
The registration says it’s waiting for TDS
Section titled “The registration says it’s waiting for TDS”Why it happens: after Register Deposit, COHO waits for TDS to issue a reference. This usually takes a few minutes and can take up to 30.
How to fix it: wait, then reopen the panel or click Get latest status. If it ends with “Deposit creation failed”, see Registering with TDS fails.
I’ve paid TDS, but there’s no certificate
Section titled “I’ve paid TDS, but there’s no certificate”Why it happens: TDS has to receive and confirm your payment, which usually takes a few working days. Mark As Paid doesn’t tell TDS anything.
How to fix it:
- Check you paid with the DAN as the reference.
- Click Get latest status. Once TDS shows Deposit Held, COHO fetches the certificate within the hour.
- If you still have nothing 7 days after marking it paid (you’ll get a TDS Deposit Paid But No Certificate Action), contact TDS about the payment.
The TDS status hasn’t changed after I requested repayment
Section titled “The TDS status hasn’t changed after I requested repayment”Why it happens: COHO checks TDS automatically only until a deposit is Deposit Held. After that, it doesn’t follow repayment progress on its own.
How to fix it: click Get latest status on the tenancy’s Deposit Management panel.
TDS won’t accept my repayment request
Section titled “TDS won’t accept my repayment request”Why it happens:
- The amounts don’t add up: the tenant repayment plus the deductions must equal the protected amount.
- You’re claiming more than TDS holds, for example for damage beyond the deposit.
- The tenancy has no move-out date, or it’s in the future.
- A repayment case already exists at TDS with different amounts.
How to fix it:
- Re-enter the amounts so they total the protected amount shown as Deposit protected amount.
- Claim up to the deposit through COHO, and raise any extra with the tenant or TDS directly.
- Set the tenancy’s move-out date (it must have passed) and try again.
- Deal with the existing case on the TDS website, then click Get latest status.
“This deposit is still held with TDS…”
Section titled ““This deposit is still held with TDS…””Why it happens: you clicked Agreement reached for a deposit that TDS holds. Recording the agreement in COHO wouldn’t release the money.
How to fix it: use Request Repayment instead (see Return a deposit).
The tenant can’t see or sign the deposit documents
Section titled “The tenant can’t see or sign the deposit documents”Why it happens:
- The deposit isn’t Complete. Files aren’t shown to tenants until it is.
- The tenant hasn’t joined COHO. Signing needs every active tenant to have joined: “Deposit signing is available once every active tenant has joined COHO.”
- You haven’t asked for signatures. Completing a deposit lets tenants view the documents; signing starts only when you click Require documents signature.
How to fix it:
- Open the deposit and click Complete (or Edit and choose Complete).
- Resend the tenant’s invite from the tenant information panel.
- Click Require documents signature, or Resend if you already have.
I closed a deposit and now there’s a duplicate “Deposit kept” charge
Section titled “I closed a deposit and now there’s a duplicate “Deposit kept” charge”Why it happens: Also update the deposit rent record to match this return was ticked while the deductions were already on the rent schedule as separate charges (for example an end-of-tenancy clean). COHO kept the difference from the deposit as well.
How to fix it: contact support with the tenant and property. A kept deposit can’t be undone from the rent schedule. Next time, leave the option unticked when deductions are already recorded.
A deposit closed itself
Section titled “A deposit closed itself”Why it happens: someone used Refund or Keep all or part of the Deposit on the deposit charge in Rent Collection. COHO closes the deposit to match. Cancel Refund doesn’t re-open it.
How to fix it: if the deposit isn’t really finished, turn on the Closed switch, click View > Re-open, and close it later.
The deposit amount changed on its own
Section titled “The deposit amount changed on its own”Why it happens: someone edited the tenancy’s deposit type or amount, or changed Deposit amount to protect when registering with TDS and ticked Also update the amount on the active deposit record. COHO keeps the deposit record in step with the tenancy, even if the deposit is already protected.
How to fix it: check the History tab, then correct the tenancy’s deposit or the record with Edit.
Old tenancies keep raising deposit Actions
Section titled “Old tenancies keep raising deposit Actions”Why it happens: tenancies with a deposit and nothing recorded raise Deposit management information for [tenant] Actions, even if you dealt with the deposit before you used COHO.
How to fix it: on the Deposits panel, open Pending > Info required, click Multi-select, tick the deposits and click Ignore. If you never want COHO to track deposits for a property, switch its Deposit Management service off.
A deposit for a tenant who left long ago shows as Overdue or Under review
Section titled “A deposit for a tenant who left long ago shows as Overdue or Under review”Why it happens: the tenancy has ended but its deposit was never closed in COHO.
How to fix it: open it under Closing, click Close, and record the return date and amount. Leave Also update the deposit rent record to match this return unticked if the rent schedule is already right.
I can’t see deposits I registered through COHO in my TDS account
Section titled “I can’t see deposits I registered through COHO in my TDS account”Why it happens: deposits for owned properties are registered in your branch under COHO’s TDS head office, not in your own TDS account.
How to fix it: create a TDS user for that branch and log in with it. If the email address is already used for another TDS account, use a different one, or ask TDS about combining accounts.
The export doesn’t include the deposits I expected
Section titled “The export doesn’t include the deposits I expected”Why it happens: Export (CSV) exports the list you’re looking at (for example Active) with its filters. Deposits that are ignored, or on deleted tenancies, aren’t included.
How to fix it: choose the right card (and turn on Closed for closed deposits), clear the filters, and export again. For every tenancy’s deposit amount, use Export Tenancies (CSV) on the Occupancy panel.
Error messages
Section titled “Error messages”| Message | What it means | What to do |
|---|---|---|
| “You do not have permission to view deposits for this organisation” | Your role can’t view deposits | Ask an admin |
| “You do not have permission to manage deposits for this organisation” | Your role can’t change deposits | Ask an admin |
| “You do not have permission to confirm deposit received or returned on the rent schedule for this organisation” | Recording money received or closing needs an extra permission | Ask an admin |
| “Amount returned must be specified for non-replacement scheme deposits” | Amount returned is empty | Enter the amount, even if it’s £0 |
| “This deposit is still held with TDS. Request the repayment so TDS is updated. Recording the agreement in COHO does not release the deposit.” | You recorded an agreement for a deposit TDS holds | Use Request Repayment |
| “Deposit is already open” | You tried to re-open a deposit that isn’t closed | Nothing to do |
| “Your property address did not match a specific deposit protection scheme’s coverage. Please check your property address.” | COHO couldn’t find schemes for the address | Check the property’s address and postcode |
| “Until the deposit management is set as completed, the files won’t be served to the tenants.” | The deposit has files but isn’t complete | Choose Complete when it’s protected |
| “All active tenants must have joined COHO before deposit signing can start.” | A tenant hasn’t joined | Resend their invite |
| “Deposit signing has already started.” | Signatures were already requested | Use Resend, or Cancel to start again |
| “All tenant signatures are required before manager review” | Not everyone has signed | Wait, or click Resend |
| “Deposit management has no files to sign” | There are no public files | Add the documents under Public files first |
| “Please set the ownership for this property to be able to use the automatic TDS deposit filing.” | No ownership type on the property | Set it on the property |
| “Cannot create deposit for managed property without authentication information.” | A managed property, and no TDS account connected | Connect TDS |
| “Public email address is required” / “Public telephone number is required” / “Registered office address is required. Go to account settings to update your registered office address” | Organisation details missing | Add them in your account settings |
| “Deposit creation failed” | TDS didn’t accept the registration | Read the reasons shown, fix them and click Retry Deposit Registration |
| “TDS repayment amount summed to the deductions do not match to the deposit protected amount” | The repayment and deductions don’t add up | Make them total the protected amount |
| “Deductions … summed to the repayment … need to equal to the protected amount …” | As above, checked when you submit | As above |
| “Tenancy needs a move-out date to request the TDS deposit repayment” | No move-out date | Set the tenancy’s move-out date |
| “Tenancy move-out date can’t be in the future” | The tenancy hasn’t ended | Wait until after the move-out date |
| “Other amount description is mandatory” | Other has an amount but no Other text | Describe the other deduction |
| “Error creating TDS repayment request: …” | TDS rejected the request, for example an existing case with different amounts | Check the case on the TDS website |
| “Name needs to be unique.” | Another connected TDS account has that Account name | Choose a different name |
| “API key is invalid” | The TDS Api Key is wrong | Check it with TDS and Edit the account |
| “User with email … already exists in the branch.” | That email already has a TDS user on your branch | Use the existing login, or a different email |
| “You need to set a registered office address first” | Needed for the TDS bulk import file | Add your registered office address |
| “Tenancy needs a deposit amount” | A ticked tenancy has no deposit amount | Set the amount on the tenancy |
| “Command exclusive for TDS deposits” | A ticked deposit uses another scheme | Untick it |