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 — so most of these errors come down to the bond and your landlord number not lining up at Tenancy Services.

"You are not authorised to access this bond"
1
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.
2
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.
3
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.
4
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.

Note: Still stuck after a refresh? Contact Tenancy Services at bonds@tenancy.govt.nz to confirm who holds the bond, or Keyhook support at support@keyhook.com.

"No bond record found"
1
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.
2
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.
3
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.

Note: If you've confirmed the BN- number is correct and Tenancy Services holds it under your agency, but it still fails, that's worth escalating to Keyhook support with the tenancy and bond number.

"Tenant names do not match. All active tenants must be provided"
1
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.
2
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 — the source of truth. Put it side by side with the tenants on the Keyhook tenancy.
3
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.
4
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.

What is a "change of landlord", and how do I do it?

It moves a bond onto your agency's landlord number at Tenancy Services when it was originally lodged by someone else. Open the property and choose Change of landlord (available whenever the tenancy has a Tenancy Services bond, including ended tenancies), then Submit to Tenancy Services. Like refunds, it needs RealMe authentication.

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.

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