Find the cause of a difference between BookingTrust and your bank statement, or between a booking and its owner report. Start by checking that you are comparing the same account, date and type of balance.
Keep the bank-statement balance unchanged
Use the actual closing bank balance for the date being reconciled. Find the missing, duplicate, misdated or misallocated record before making a correction.
On this page: Choose the comparison · Trace the difference · Choose the correction · Check the result · Common questions
1. Choose the comparison
| What you are checking | Compare these records |
|---|---|
| Daily bank reconciliation | The bank statement’s closing balance and BookingTrust’s reconciliation for the same bank account and date. |
| A recorded payment | The Cashbook entry and its bank-confirmation status. An entry can be recorded before it appears at the bank. |
| A booking balance | The booking’s Payment Record and Statement: expected charges, recorded receipts/refunds and how the payment is allocated. |
| An owner’s expected payment | The property’s Booking Report, released amounts, fees and charges. Unreleased bookings and held funds can explain why this differs from other balances. |
2. Trace the difference
- Set the date and account. Use the statement for the actual trust or host bank account being reconciled. Check the date and opening point against the last successful Trust Account > Bank Rec > Rec Report.
- Match the bank lines. Open Trust Account > Bank Rec > Transaction List (Grouped). Compare each bank receipt and withdrawal with the recorded amount, method and confirmation date.
- Check grouped payouts. A channel or payment-provider deposit may contain several bookings. Compare its full payout total with the bank deposit; use the group details when you need to identify a constituent payment.
- Inspect an unmatched entry. Find it in Trust Account > Cashbook or the booking’s Statement. Check the reference, amount, bank account, date and whether the same event was recorded twice.
- Check allocation separately. If the bank entries match but an owner report is unexpected, trace the property’s released bookings, fees and charges. Check that a suspense or manager-ledger amount has not been mistaken for owner funds.
Check the account, date and balances in the saved reconciliation report.
3. Choose the correction
| What you find | What to do |
|---|---|
| Recorded, but not yet on the bank statement | Leave the transaction unconfirmed until the actual bank movement occurs. Use its bank date when confirming it. |
| A bank receipt is missing from BookingTrust | Check the import or payout first. Use Record a booking payment for an appropriate manual booking receipt, or Record money returned by a supplier for a supplier refund into trust. |
| The receipt is reconciled in suspense but belongs elsewhere | Use the paired correction in Correct a reconciled suspense allocation to preserve the original bank history. |
| A duplicate or incorrect record | Verify which entry is wrong against the actual event. Use the supported correction for that record; contact support before altering a reconciled transaction or closed period. |
| A booking is absent from an owner report | Check its payment and release state using Booking Release, then review the property’s fees and charges before Disburse property funds. |
4. Check the result
After the supported correction, repeat the comparison using the same bank account and date. Complete Daily bank reconciliation and check the saved Rec Report. If the correction was a ledger allocation, also check the affected booking and property statements.
Common questions
Should the trust bank balance be zero after disbursement?
Funds for future or unreleased bookings can remain in the account. Check what each ledger represents; an amount still held is not automatically a discrepancy.
My internal transfer did not change the bank balance. Is that correct?
A matched Balance Transfer reallocates existing money between ledgers. Its two entries should have a zero net effect on the same bank account.
Need help tracing the difference? Give support the bank account reference, reconciliation date, displayed difference, relevant transaction or payout references and the checks already completed.