Bond refund errors

Overview

To request a refund, open the property's End of tenancy card → Prepare bond refund. If an error is received, see the errors, causes and resolutions below. Keyhook always lodges refunds under your agency's own registered landlord number (the LNL- number) and can't act as any other landlord. Most of these errors come down to the bond number itself, or to the bond and your landlord number not lining up at Tenancy Services.

"Invalid format - Correct format is required: BN-00000000"

What it means

The bond number isn't in the format Tenancy Services requires, so they reject the refund before they look the bond up. A valid number is BN- followed by 8 digits, for example BN-12345678. A missing dash, too few digits, a stray space or an old-style number all fail this check. Keyhook runs the same check itself, so the same problem can appear as an Invalid Bond Number pop-up instead.

Open the tenancy's bond details

From the property, click Set Up Tenancy in the left menu, open the Rent & Bond step and scroll to Tenancy Service Bond Number.

Correct the number

Enter the number exactly as Tenancy Services issued it, with the dash and all 8 digits, and no spaces before or after it.

Save, then submit the refund again

Click Save, then reopen the End of tenancy card, click Prepare bond refund and submit it.

Note: If you don't have a valid BN- number, contact Tenancy Services to have one issued or confirmed. Existing bonds were given new numbers when the Tenancy Services integration went live, and those were emailed out at the time.

"You are not authorised to access this bond"

What it means

Tenancy Services declined the refund (a 403 "Forbidden") because the bond isn't held under your agency's landlord number in their records, so they won't let you touch it. It almost always means the bond and your landlord number don't match at their end.

Check who currently holds the bond

Click the refresh icon next to Bond lodgement details. The live lookup shows the landlord the bond is currently held under.

If it's held by someone else, change the landlord

If the bond was lodged by a previous manager, another agency or the owner and never transferred, it needs a Change of landlord to move it onto your agency before a refund can be lodged.

Confirm your landlord and bond numbers

Check the landlord number Keyhook is using is the one that lodged this bond, and that the BN- number is correct and belongs to this tenancy. You can check or edit your agency's Landlord Id under Agency → Edit Agency. Remember to click Save.

"No bond record found"

What it means

This pop-up shows two separate results. The top line, No bond record found, is Tenancy Services' response to the refund attempt. The Bond lodgement details section below is an independent live lookup. A 403 there means the bond does exist, but under a landlord number your agency isn't authorised for. Both point to the same thing: the bond number isn't tied to your landlord number.

Confirm the bond number is current

Bonds were reissued new BN- numbers under the Tenancy Services integration (emailed at the time). Check you're using the current number, not an old one or a typo.

If it's held by someone else, change the landlord

If the bond was never transferred to your agency, it needs a Change of landlord first, same as the "not authorised" error above.

"Tenant names do not match. All active tenants must be provided"

What it means

Tenancy Services checks the tenants Keyhook sends against the tenants registered on the bond, and rejected the refund because the two lists don't line up. Either a name doesn't match, or not every active tenant on the bond was included.

Compare against the Tenants list

The Tenants list at the bottom of the pop-up is Tenancy Services' record of who's on the bond, and it's the source of truth. Put it side by side with the tenants on the Keyhook tenancy.

Fix the name differences

Correct spelling and formatting so each tenant's first and last name matches. Watch for a middle name on one side only, hyphenation, an initial vs a full name, a preferred vs legal name, or stray spaces. Keyhook splits names on spaces, so two people entered as one tenant (e.g. "Jane And John Smith") won't match, and can leave a required tenant missing.

Add any missing tenants, then re-lodge

Make sure every tenant Tenancy Services lists is present as a separate tenant on the Keyhook tenancy, then submit the refund again.

Note: If everything matches the Tenants list and it still rejects, reach out to Keyhook support with a screenshot of the error message and how the screen showed prior to receiving the error.

Frequently asked questions

Do I need to do anything before I can submit a bond refund?

Yes. Your agency must be authenticated with RealMe, and your final inspection should be complete. Without RealMe, Keyhook blocks the refund before it reaches Tenancy Services. See Bonds for the full refund flow.

Why does it say "Lodgement information unavailable"?

That means the live lookup couldn't complete, often because there's no bond number yet, or Tenancy Services returned an error. Confirm the bond number, click refresh to try again, and if it persists contact Keyhook support.

Bond refund errors

Frequently asked questions

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