Finance figures showing incorrectly

If the finance figures on your website or connected portals look wrong — for example, an incorrect monthly payment, deposit, or APR — there are a couple of things worth checking before raising a support ticket. Where the cause isn't immediately obvious, the Codeweavers team will investigate.

Things to check first

1. VAT on commercial vehicles — finance figures for vans and other commercial vehicles should be calculated ex-VAT, with a VAT breakdown shown separately. If the figures look wrong, start by checking the cash price of the vehicle — confirm whether the price being used is the VAT-inclusive or VAT-exclusive figure.
   • If a VAT breakdown is showing but the figures still look incorrect, the cash price your website provider is sending to Codeweavers may be wrong — for example, the VAT-inclusive price being sent where the VAT-exclusive price is expected. In this case, your website provider will need to correct the cash price at their end. Include this detail in your support ticket and Codeweavers will advise.
   • If no VAT breakdown is showing at all, Codeweavers will need to configure VAT for the vehicle type. Raise a support ticket and we will update the setting.
2. Contribution — if you have a contribution agreed with your lender, check whether it is being reflected in the finance calculation. If it is missing from the figures, include the agreed amount in your support ticket and Codeweavers will investigate.
3. Fees — missing or incorrect fees can affect the monthly payment. Check whether any fees that should be included in the calculation are present. If fees are missing or showing incorrectly, include the details in your support ticket.

Raise a support ticket

If the above checks don't identify the cause, the issue is likely related to how finance data is synced between your lender and the Codeweavers platform, or a discrepancy in how certain figures are being calculated. Raise a support ticket and include the following:

1. Vehicle registration — the registration of the vehicle where the figures look incorrect.
2. Where the issue appears — your website, Point of Sale portal, or a connected portal such as AutoTrader, heycar, or UCNI.
3. What is showing and what you expect — a screenshot of the incorrect figures, or a description of the discrepancy (for example, the monthly payment shown versus the figure you expect to see).
4. Which lender and finance product — the lender and product type the figures relate to, if known.
5. A screenshot or document of your lender's quote — if you are able to get a quote directly from your lender, share a screenshot or document showing the key figures: vehicle price, deposit, term, residual value, and any fees. This is the most useful thing you can provide and will allow us to compare the quotes directly.