What to do if something in rent-to-own doesn't work

A breakdown of common situations: what the employee sees, why, and what to do.

I don't see the section in the menu

The “Rent-to-own” item is visible only if the service is included in the company's plan, the section is turned on in the branch settings and the user's role is “Main Administrator”, “Branch manager” or “Manager”. A trial period doesn't unlock the section.

1. Check that the section is turned on: company settings, the “Rental” tab, the “Rent-to-own” block — see how to turn on the section.
2. Check your role in the user card.
3. Ask the account owner whether the service is included in the plan. If not, contact RentProg support.
4. If the plan or the switch has just been changed, the menu updates on its own within a few seconds. If it doesn't, reload the page.

The page says “Rent-to-own is turned off in branch settings”

The service is in the plan, but the section is turned off in this branch. In this case, the booking card shows “The module is turned off in branch settings” in place of the contract block.

1. Ask the “Main Administrator” or the “Branch manager” to turn on the section. On this page they have an “Open settings” button — it leads straight to the right tab.
2. Once the section is turned on, the page loads on its own.

I can't turn off the section

The system says how many contracts are in progress: drafts and active contracts prevent the section from being turned off.

1. Click “Open contracts” under the message.
2. Complete, terminate or cancel each contract in progress — see closing a contract.
3. Turn off the switch in the branch settings again.

Instead of the page, an offer to change the plan

The “Rent-to-own” service is not in the company's plan, or it was removed while the page was open. Contract data is kept.

1. Ask the account owner what happened to the plan.
2. Reload the page after the service is restored.

The page says “No access to this module”

The plan is fine, but the role isn't sufficient: the section is open only to the main administrator, the branch manager and the manager.

1. Ask the manager to change your role — or to perform the action themselves.
2. If you only need to accept money under a contract, accept it from the booking card — this is available without the section, see payment without access.

A button is inactive

Button	Why it's inactive
“Next” in the wizard	No product is selected on the step, or no client and vehicle are selected
“Complete”	The schedule still has rows with “Scheduled” or “Partially paid”
Termination confirmation	No reason is given
Any button with a loading indicator	The request is still in progress — pressing it again won't send a second request

For “Complete”, the reason is shown in the button's tooltip, and on a phone — as text under the main button and in the “More actions” menu (the three-dot button), which holds the other actions.

1. Read the reason in the tooltip or under the button.
2. For “Complete”, accept payment for the remaining rows or set up an early payoff.

The vehicle already has a contract

A vehicle can have only one live contract — a draft or an active one. The wizard highlights the vehicle field and gives a link to the conflicting contract.

1. Open the conflicting contract via the link.
2. Cancel it if it's an unneeded draft.
3. Choose another vehicle if the contract is active.

The vehicle is occupied on activation

The system says “This car is booked for these dates”: the vehicle has other bookings during the contract term. The contract has stayed a draft.

1. Open the conflicting bookings and move or cancel them.
2. Or change the vehicle or start date in the draft.
3. Activate the draft again.

The payment was not allocated

The payment is shown in the cash desk and on the “Payments” tab, but the schedule rows are not closed.

1. Check the payment item: only payments with the “Rental” item go to the schedule. The deposit and extra charges are not allocated.
2. Check that the payment is posted: an unposted operation is not included in calculations.
3. If the contract panel showed “Payment saved, allocation failed”, click “Retry allocation”.
4. Wait five minutes: the reconciliation allocates missed payments on its own.

The system says “The contract has changed — data has been refreshed”

The contract was changed in another tab or by another employee: for example, it has already been terminated. The page has reloaded the contract.

1. Look at the updated contract status.
2. Repeat the action if it still makes sense.

Completion doesn't go through

The confirmation window stays open and gives the reason for the refusal.

1. If it says “Not everything is paid: schedule rows … are still unpaid”, accept payment for these rows, including late fees, or set up an early payoff.
2. If it says “The car has other active bookings — close them before completing”, open each one via the “Booking #…” link and close or move it.
3. Repeat the completion.

The product won't delete

The system says “This product is used in contracts”: at least one contract has been set up with this product, even if it was cancelled.

1. Click the “Deactivate” button that appears.
2. Make sure the product is no longer offered in the contract wizard.