Finance not calculating on specific vehicles

Finance calculates correctly for most vehicles, but for a small number it may fail to display or show as ineligible. This can affect any connected platform — your website, Point of Sale portal, or third-party platforms such as AutoTrader, heycar, UCNI, or your DMS. This article explains the most common reasons and what to check before raising a support ticket.

Things to check first

1. Vehicle age — lenders set a maximum vehicle age for finance eligibility. Check whether the vehicle falls within your lender's age parameters. If the vehicle is older than the lender permits, finance will not calculate for it.
2. Mileage, vehicle value, and loan term — lenders may also restrict finance on vehicles above a certain mileage, above or below a certain value, or where the default loan term falls outside their permitted range. Check these against your lender's product terms to confirm the vehicle is within the eligible criteria.
3. Vehicle type — some finance products are set up for specific vehicle types only. For example, a product may cover used vehicles but not new or pre-registered vehicles, or it may exclude commercial vehicles. Check that the vehicle type matches what the product is configured for.
4. Vehicle data and CAP code — confirm the vehicle data you have uploaded to your website provider or platform is correct. If you know the CAP code for the vehicle, make a note of it — this is a unique identifier that links a vehicle to its make, model, and trim data and is used to match it to lender finance information. An incorrect CAP code can prevent finance from calculating.
5. Finance enabled on your website, DMS, or portal — if the calculation is not appearing outside of the Codeweavers platform, check with your website provider, DMS, or portal (such as AutoTrader, heycar, or UCNI) that finance has been enabled for the vehicle on their side.

Raise a support ticket

If the above checks don't resolve the issue, raise a support ticket with Codeweavers. The most common causes we investigate are:

• Residual value data — for products such as PCP, a residual value is required to calculate the monthly payment. Codeweavers receives this data either from your lender directly or via a vehicle data lookup using the vehicle's registration number or VIN. If the lender's data has not yet been received or has not been updated, finance may fail to calculate or return incorrect figures for affected vehicles. Where the data comes via a vehicle lookup, the lookup may not correctly identify the vehicle — or the CAP code provided by your website or platform may be incorrect — which can also cause finance to fail or return wrong figures. Providing the CAP code in your ticket helps us identify which of these is the cause.
• Lender data — a majority of lenders import their finance products and associated rules into our platform. Sometimes issues arise from the data provided — for example, some products use vehicle-specific rules and a particular make or model may have been omitted in error. Codeweavers surfaces the data your lender provides, so where that data needs to be updated or corrected we will contact your lender to make the change and reimport it.
• Configuration — the product or location may not be set up correctly on the Codeweavers side. If finance calculates correctly on one platform but not another — for example, working in your Point of Sale portal but not on your website — this typically points to a configuration issue rather than a vehicle data problem. Where the issue is specific to your website, Codeweavers will advise you on what to raise with your website provider directly.

Include the following in your ticket:

1. Vehicle registration — list each registration affected. If it is a larger number of vehicles, describe the pattern (for example, a particular make and model, or all vehicles above a certain age).
2. Which platform the issue appears on — your website, Point of Sale portal, AutoTrader, heycar, UCNI, DMS, or all platforms.
3. Which finance product you expect to see — the lender and product type, if known (for example, PCP with Santander). If you're not sure, leave this out and we'll investigate from the vehicle details.
4. What is currently showing — a screenshot or description of what appears instead of the finance calculation.
5. Whether it affects all vehicles or just specific ones — this helps us identify quickly whether it is a configuration issue or vehicle-specific.
6. The CAP code, if known — include this if you found it when checking your vehicle data. It helps us identify the issue more quickly.
7. A screenshot of the lender's calculation, if available — if you are able to get a calculation directly from your lender but finance is not calculating through the Codeweavers platform or your website, a screenshot of the lender's figures (showing price, deposit, term, residual value, and any fees) helps us identify where the discrepancy lies.