RentBridge Docs

Troubleshooting / Common Issues

Common Issues & Fixes

Troubleshooting guide for the most frequent RentBridge issues.

Rentals & Booking Flow

"Status transition was rejected"

Cause: The booking flow is a validated state machine — quote → reserved → active → returned → closed, with cancellation only before pickup. Skipping states or cancelling an active rental is blocked by design.

Fix:

  1. Check the rental's current status
  2. Move through the intermediate state (e.g., a quote must be reserved before it can go active)
  3. For an active rental that needs to end early, mark it returned — don't try to cancel it

"Can't cancel a rental"

Cause: Cancellation is only allowed for quotes and reservations. Once equipment is picked up (active), the path is return → close.

Fix: Mark the rental returned, complete the inspection, and settle. The settlement handles commission and deposit correctly even for a shortened rental.

"Quote price doesn't match the daily rate"

Cause: Not a bug — quotes are dynamic: base rate × demand multiplier × seasonal adjustment − duration discount (5% at 3+ days, 10% at 1+ week, 20% at 4+ weeks).

Fix: See AI Pricing Engine for the formula. If the result still seems wrong, check the unit's base rates on the Fleet page.

Equipment & Fleet

"Equipment doesn't appear in the catalog / search"

Cause: Only equipment with available status is searchable. Rented, maintenance, and retired units are excluded.

Fix:

  1. Fleet > [Equipment] — check the status
  2. If it's stuck in maintenance, complete the open maintenance record and set it back to available
  3. Check that rates are set — unpriced equipment can't be quoted

"Equipment stuck in 'rented' after the rental ended"

Cause: The rental wasn't transitioned to returned — equipment status follows the booking flow.

Fix: Find the rental and mark it returned. The equipment is released automatically (to available, or maintenance if the inspection found damage).

Money: Settlements, Payouts & Deposits

"Rental returned but no settlement appeared"

Cause: Settlements are created automatically at the returned transition. If the rental was closed through an older path, the settlement may be missing.

Fix: Create it manually — POST /api/v1/settlements/rentals/{rental_id}. It's idempotent, so retrying is safe and can never double-settle.

"Payout shows pending"

Cause: Payouts are initiated, not automatic — you trigger them per settlement.

Fix: Trigger the payout from your Earnings dashboard (or POST /api/v1/settlements/{id}/payout). Branch instant payouts settle same-day.

"Deposit still shows held"

Cause: Deposits stay in escrow until you explicitly decide.

Fix: After the return inspection, release or forfeit the deposit from the rental's settlement. Held deposits are listed on your Earnings summary so none get forgotten.

"Commission looks too high/low"

Cause: Commission follows your subscription tier: Starter 15%, Professional 12%, Enterprise/Fleet 10%.

Fix: Check your plan. If you recently upgraded, the new rate applies to settlements created after the tier change — existing settlements keep the rate at the time they settled.

Insurance

"Duplicate insurance quotes for a rental"

Cause: Shouldn't happen — quote generation is idempotent and returns existing open quotes.

Fix: If you genuinely see duplicates, contact support with the rental ID.

"Premium seems high for this rental"

Cause: Premiums are risk-adjusted per equipment category from actual claims and damage history, with a $25 minimum.

Fix: That's the model working. Clean return history in a category lowers its risk multiplier over time.

Agents & AI

"Pricing recommendation seems wrong"

Cause: Recommendations are advisory and reflect utilization and demand data — which may be stale if old rentals are still open.

Fix:

  1. Close out finished rentals and maintenance records — agents read your live data
  2. Ignore the recommendation; nothing changes unless you edit your rates
  3. Recurring bad recommendations: report to support@rentbridge.ai

"No daily report / weekly analysis"

Cause: GM reports run daily; utilization and pricing reviews run Mondays.

Fix: Check the Reports page timestamp. One missed cycle can be transient; two in a row, contact support.

"Support chat is slow or not answering"

Cause: Rate limit (20 messages/minute) or temporary AI unavailability — the chat falls back to collecting messages for the team rather than failing.

Fix: Wait a few seconds between messages. If it persists, email support@rentbridge.ai.

Telematics

"Unit not syncing hours/GPS"

Cause: Missing/wrong telematics ID, or the Trackunit device is offline.

Fix:

  1. Verify the equipment's telematics ID matches the device in Trackunit
  2. Check the device's status in Trackunit's own dashboard (power, cellular)
  3. Sync runs every 15 minutes — allow one cycle after fixing

Account & Access

"Can't log in — invalid credentials"

Fix:

  1. Verify you're using the email you signed up with (case-insensitive)
  2. Repeated attempts are rate-limited (10/minute) — wait a minute and retry
  3. Locked out or need a password reset? Email support@rentbridge.ai — self-service reset is coming soon

"403 on the platform dashboard"

Cause: The platform dashboard requires the admin or owner role; members get 403 by design.

Fix: Have your account owner request a role change (see Team Invites & Roles), then log out and back in — roles are carried in the session token.

"API calls suddenly return 401"

Cause: JWT tokens expire after 30 minutes.

Fix: Re-authenticate via POST /api/v1/auth/login and use the fresh token.

"429 Too Many Requests"

Cause: Rate limits: auth 10/min, chat 20/min, everything else 100/min.

Fix: Back off and retry. For integrations, batch with list endpoints instead of per-item calls.

Data & Reporting

"Export missing rentals I expected"

Fix:

  1. Check the export type — rental-history, spend, and equipment-performance are separate exports
  2. Rentals still in quote status aren't in rental history — they haven't happened yet

"Analytics revenue doesn't match my bank"

Cause: Analytics shows rental totals (GMV); your bank shows owner payouts (after 10–15% commission), on payout timing.

Fix: Compare against the settlements summary — it breaks out GMV, commission, payouts, and deposits held explicitly.

General

"Something went wrong" / 500 error

Fix:

  1. Refresh and retry — most are transient
  2. Check the API health endpoint
  3. Persisting? Contact support with what you were doing and when

When to Contact Support

Reach out if:

  • An issue persists after the fixes above
  • You see repeated 500 errors
  • Data looks missing or incorrect
  • You suspect a security issue (contact us immediately)

Contact:

Last updated: April 2026