Why Has My Lender Disappeared?

If a lender you rely on for daily customer quotes stops displaying in your finance options, they have usually not been removed. Instead, a specific vehicle detail (like age or mileage), a quote setting (like deposit or term), or a minor configuration update is temporarily filtering them out of the journey.

This guide will walk you through how to troubleshoot a missing lender and get them back on your panel.

Step 1: Find out where the lender is missing

The first step is to isolate the issue. Checking how widespread the missing lender is will point you directly to the cause:

• Is it missing across ALL vehicles? If the lender is gone from every single vehicle on your website and showroom platform, this indicates a wider central configuration change or product setting update.
• Is it only missing on CERTAIN vehicles? If you can see the lender on some cars but not others, the issue is almost certainly related to that specific vehicle's details or the lender's strict criteria limits.
• Does it only happen with specific quote inputs? If the lender disappears only when you enter a very high deposit, a short term, or a specific annual mileage, the quote likely falls outside the lender's loan requirements.

Step 2: Check the vehicle and quote details

Lenders set precise boundaries for their finance products. If a vehicle or quote exceeds even one of these limits, the lender will automatically hide itself to prevent an invalid quote.

Double-check the following details for the affected vehicle:

• Vehicle Age: Is the vehicle too old for the lender's products? (Lenders often have maximum vehicle age limits at the start or end of an agreement).
• Vehicle Mileage: Does the mileage exceed the lender's maximum allowable limit?.
• Selling Price: Is the car priced below the lender's minimum loan threshold, or above their maximum limit?.
• The Deposit Amount: Is the deposit too high? (e.g., if the customer is putting down a deposit that is 80% of the vehicle's value, the remaining balance might fall below the lender's minimum finance amount).
• The Term: Does the chosen term (e.g., 12 months or 60 months) fit within the lender's allowed term range?.

Step 3: Check your active finance products

If the lender is missing across your entire site, a setting in your product suite may have been adjusted or disabled.

You can check your active products directly:

1. Log in to the iVendi Platform.
2. Navigate to Settings > Finance Products.
3. Look for the missing lender in your active list.
4. Check whether the lender or their specific products (such as HP, PCP, or conditional sale) have been accidentally disabled, removed, or have had their parameters modified.

Still missing? Let’s get them restored!

If your vehicle details are correct, the quote parameters are standard, and the lender is still nowhere to be seen, our Product Support team can look closely at your central setup.

To help us investigate, please email Support@iVendi.com with the following details:

• Dealership Name
• Lender Name
• The Finance Product you were trying to use (e.g., PCP or HP)
• An example Vehicle Registration (VRM)
• The Vehicle Selling Price
• The exact Deposit and Term being tested
• Scope of the issue: Is the lender missing from all vehicles or just specific ones?
• Screenshots of the vehicle details or the calculator page, if possible

We will review your lender panel mapping, active product settings, and underwriting rules to resolve the issue as quickly as possible.