Once the tenancy details have been provided and tenants have been added
mydeposits offers two deposit protection schemes for properties in England and Wales:
Yes. The user must have an active insured-backed membership before they can select the insured-backed scheme. If the membership is not active, the insured-backed option will be unavailable. The membership can be activated from the Insured-backed Membership page in the user's account.
Changing the scheme before protection (before any funds are received or allocated) maybe possible. Changes after protection has been applied are handled by the internal team. The user should contact mydeposits for assistance.
After setting up the scheme, the deposit funds need to besent to mydeposits. The user can:
Once mydeposits receives and fully allocates the funds, the deposit will be protected and the tenants will receive an invitation.
After setting up the scheme, the user should use the Protect deposit panel onthe Deposit tab (or add the deposit to the Basket) to allocate the amount to be protected. No actual payment to mydeposits is required — the landlord or agent holds the deposit themselves. Once the protection is confirmed, the tenants will receive an invitation. The user must have available deposit allocations within their membership to protect a deposit.
The checkout process has been initiated (e.g. Bank transfer or cheque selected), but the funds have not yet been received and allocated to the deposit. This status applies only to the Custodial scheme.
Some, but not all, of the deposit funds have been received/allocated. For Custodial, this typically means a partial payment has been received. For Insured-backed, this means only part of the deposit amount has been allocated to the protection.
The deposit is fully protected. For Custodial, this means all funds have been received and fully allocated. For Insured-backed, the full deposit amount has been allocated. A Prescribed Information (PI) certificate is generated at this point and tenants have been invited to the system.
The deposit is no longer protected. This can happen for several reasons:
The tenancy will be marked as Closed once protection has ended.
While the deposit is in a Protected or Part protected status, you can:
Tenants receive an invitation and access to the system once the deposit is at least Part protected. They cannot see property, tenancy, or deposit details until that point.
Once the tenancy details have been provided and tenants have been added
The Basket allows users to collect deposits they want to protect or pay for inbulk, rather than processing them one at a time. It can be accessed via the Basket icon in the navigation panel or through the Deposits menu > Basket tab.
Yes. The Basket page has two tabs - Custodial (selected by default) and Insured-backed. Each tab shows the number of items in brackets, and a red dot appears next to a tab if there is at least one deposit in it.
If there are no deposits, a message will display: "There are no deposits in the basket" or "You haven't added any deposits into the basket yet."
The scheme tabs will be hidden entirely if there are no deposits of any type.
The Basket is available to Private Landlords, Company Landlords, and Agents who have the "Transfer money for deposit" (Custodial) or "Protect deposit" (Insured-backed) permissions.
Yes. Company Landlords and Agents can filter deposits using the "Only added by you" and "All deposits" radio buttons to see only their own items or all deposits added by any user in their company.
The user navigates to the relevant deposit's protection page, enters the amount, and selects the option to add it to the Basket. Once added, a confirmation message will appear, the Basket counter in the navigation panel will update, and the user will remain on the deposit page.
Yes. When using the Bulk Import feature, the user can select the "Add tenancies & protect deposits" option. The system will create the tenancies and add the selected deposits to the Basket automatically. A notification is sent once the import is complete, with a link to navigate to the Basket.
Transferred deposits are added to the Basket automatically when imported. However, external users cannot select transferred deposits for checkout - only an internal user can process payment for those.
Yes. Users can select one or more ungrouped deposits from the same office and group them together. This is useful for organising deposits and checking out related deposits in one go.
Yes. Each group has actions to edit the group name and ungroup deposits. Only one group can be actioned at a time.
Yes - regular deposits and transferred deposits cannot be grouped together. If attempted, the group option will be disabled with the tooltip: "Regular and transferred deposits can't be proceeded together."
The user selects the deposits and/or groups they want to process, reviews the total in the checkout area at the bottom of the page, and clicks "Go to Checkout."
Yes. Once checkout begins, the user has 15 minutes to complete the process. If the time expires, they will be redirected back to the Basket and the session will end.
A user cannot have more than one checkout session for the same scheme type at the same time. However, a Custodial checkout session and an Insured-backed checkout session can run concurrently.
If another user has modified a group (e.g., renamed it, ungrouped deposits, addedor removed items, or updated amounts), the system will display a concurrency error and prevent the checkout from starting with that group. The user will need to refresh and review the changes before trying again.
Those deposits will be disabled for selection, and a "Checkout in progress" label will appear next to them until the other user's checkout session finishes or times out.
Users can pay using debit card, bank transfer, or unallocated funds.
Yes. The amount defaults to what was selected on the deposit page, but it can be edited in the Basket before checkout. The amount cannot be zero, negative, or exceed the remaining amount left to pay.
This is an option available at checkout. If enabled, deposits that are only partially paid will remain in the Basket after checkout so payment can be completed later. If disabled, deposits are removed from the Basket once payment is created, regardless of whether they are fully paid.
Once a Custodial deposit is fully paid, it is automatically removed from the Basket.
Yes. The user's Insured-backed membership must be Active and they must have available deposit allocations remaining. If the membership is not active or there are no remaining allocations, the deposit check boxes will be disabled.
The user will not be able to select deposits for protection. A message will be displayed: "Your insured-backed membership is currently inactive. For details about your membership status, please click 'View membership details'."
The deposit checkboxes will be disabled with the tooltip: "This option is unavailable as there are no remaining deposits in your current allocation."
The user will need to extend their membership allocation before they can protect additional deposits.
Yes. The Basket page has two tabs - Custodial (selected by default) and Insured-backed. Each tab shows the number of items in brackets, and a red dot appears next to a tab if there is at least one deposit in it.
Unallocated funds are monies received by mydeposits from a landlord or agent that have notyet been allocated to a specific deposit protection. This can occur when a bank transfer cannot be automatically matched to a deposit. The funds are held in the user's unallocated funds account until they choose to use or refund them.
The unallocated funds balance is displayed in the Unallocated Funds tab. For Private Landlords this is found in their profile; for Company Landlords and Agents it is found in their business/company profile. The tab shows the Total balance, any amount In progress (currently being processed for a deposit payment or refund), and the Available amount that can be used or refunded. A red dot appears next to the tab whenever the total balance is greater than zero.
This message is displayed when the user's available unallocated funds balance is zero. If mydeposits receives money from the user that cannot be allocated to a deposit, it will appear in this section automatically.
Unallocated funds can be selected as a payment method when protecting a Custodial deposit.The user navigates to the property's Deposit tab, clicks "Edit" next to the transfer method, and selects Unallocated Funds. After confirming the amount and clicking "Protect deposit now", the funds are allocated immediately and the deposit status updates accordingly.
Yes. When lodging the unresolved amount for an Insured-backed deposit, the user can select Unallocated Funds as the payment method from the Deposit tab's payment panel. The process works in the same way - select the method, confirm the amount, and proceed.
Yes. When deposits are added to the basket and the user proceeds to checkout, the payment method can be changed to Unallocated Funds before confirming. This also allows multiple deposits to be paid at once using the available balance.
If the available unallocated funds are less than the amount required, the Unallocated Funds option will be disabled and the user will see the message: "Insufficient unallocated funds. You have insufficient unallocated funds to complete the transaction. Please select another transfer method."
The user would need to choose an alternative payment method such as debit card, bank transfer, or cheque, or make a partial payment using another method first.
Yes. The user can specify a partial amount to pay from their unallocated funds. The system will recalculate the remaining balance on the deposit, and further payments can be made using the same or a different payment method to complete the protection.
No. Unallocated Funds cannot be selected as a default payment method. It must be chosen manually each time the user wishes to use it.
The user goes to the Unallocated Funds tab and clicks the Refund button (visible when the available balance is greater than zero). A two-step refund process opens:
Yes. During the refund process, the default amount can be changed to any value up to the available balance. The remaining funds will stay in the unallocated account for future use.
Once the refund request is submitted, the amount moves to In progress status while the payment is being processed. Bank transfer refunds may take days to reach the user's bank account. The transaction date in the history will update once the funds are sent.
This means the refund was either rejected or failed during processing, and the user needs to provide updated bank details before a new refund attempt can be made.The user should click the Bank details link displayed in the notification to open a confirmation pop-up where they can update their details.
The Refund button is disabled when there is already an in-progress refund that isawaiting approval or has been rejected. A tooltip will display: "Unavailable as there is an in-progress refund". The current refund must be resolved before a new one can be initiated.
Yes. The Unallocated Funds tab shows the full transaction history, including incoming payments (e.g. Bank transfers allocated to the account), outgoing payments (e.g. Refunds to the user's bank, payments applied to deposits), and any transfers. Each record shows the transaction description, method, status, allocation date, and transaction date.
The company Admin controls who has access to unallocated funds. The tab is only visible to users who have been granted the View unallocated funds or Manage unallocated funds permission. The user should ask their Admin to enable this for their role.
Within the spreadsheet, each row is a new record. The title of each column is shown below, with information on what needs to be provided.
Top tip: The titles of each column should not be edited in any way as this will cause an error when uploading.
"In progress" means a payment has been initiated but has not yet been received or processed by the system. This typically applies to payments made via bank transfer, which take time to clear.
In-progress payments can be found by navigating to Deposits > In progress from the main menu. This tab displays all incoming payments that are currently being processed across the user's deposits.
Payments may take up to 7 working days to be processed and appear in the system.
A red dot will appear next to the "In progress" tab when there is one or more payment awaiting processing.
Each payment displays the scheme type (Custodial or Insured-backed), payment reference, number of deposits included, total amount, who created it, the date, and the transfer method used.
Yes. Users can search by reference number, protection number, or property address.They can also filter by payment amount (minimum/maximum) and payment period (start and end date).
Yes, for company users (Company Landlords or Agents). They can toggle between "All payments" and "Only payments created by you." This filter is not available for private landlords.
Users can view details to see the full payment information. For bank transfer and cheque payments, they can also discard payment (cancel it) or change payment method to switch to a different way of paying.
No.The discard and change payment method options are only available for bank transfer and cheque payments. Debit card and unallocated fund payments cannot be discarded or changed.
Thepayment will be cancelled, and the deposit amount will return to an "Outstanding" status on the deposit breakdown. A new payment will need to be initiated if the user still wishes to pay.
No. The "Start release request" button is disabled when the deposit has one or more in-progress payments. A tooltip will confirm: "Will become available again when all payments are processed." All payments must be completed or discarded first.
On the Deposit tab, the deposit breakdown progress bar will show the proportion marked as "In progress" alongside "Transferred and protected" and "Outstanding." Below the bar, there will be a list of in-progress invoices showing the payment reference, method (e.g. Bank transfer, cheque, debit card, unallocated funds, or transfer), date initiated, and the amount in progress.
It depends on the method. For bank transfer or cheque payments on transferred custodial deposits, the "View details" option is disabled for external users. However, for debit card or unallocated fund payments, the details can still be viewed.
Yes. A deposit cannot be transferred if there are in-progress payments (including bank transfer, cheque, or debit card payments) associated with it. The transfer option will be unavailable until all payments are fully processed.
For insured-backed deposits, "In progress" refers to a lodge payment for an unresolved amount that has been initiated but not yet received. Once the payment is received and confirmed, the amount will move to "Lodged" on the breakdown of the lodged amount.
On the Deposit tab, the "Breakdown of lodged amount" progress bar will show the proportion marked as "In progress" alongside "Lodged" and "Outstanding." The "Total to lodge" figure will be displayed when there is an amount still to be lodged and lodgeis available or in progress.
Yes. For insured-backed bank transfer payments (both regular and transferred deposits), the discard payment option is available to external users.