When to use this guide
Use this article when a deposit lands in your trust account in VRTrust but the funds belong to reservations that aren't accounted for in VRTrust. Common scenarios:
The reservation is for a deactivated listing in VRTrust (the listing is no longer active, so VRTrust isn't tracking those guest balances).
The reservation is for a PM-owned property that you intentionally don't account for in VRTrust.
Stripe (or another processor) batched payments together and one of the reservations in the batch belongs to a property VRTrust shouldn't be touching.
The symptom is usually one of these:
The deposit shows reservations attached but they don't add up to the deposit total.
You see a reservation listed on the deposit that you don't recognize, or that's tied to an inactive listing.
You need to move the money out of the trust account, but the destination bank account isn't (and shouldn't be) set up in VRTrust.
The wrong way to handle this
Don't add the external bank account to VRTrust just to record a transfer to it. You also shouldn't leave the reservation lines attached to the inactive listing — they will keep showing as guest balances against a listing you no longer manage in VRTrust.
The right way: flip to non-reservation, reclass to "Transfers to/from PM", and offset the cash
The cleanest approach is to keep the deposit recorded (the money did hit your trust account), but detach it from the reservations and route it through your PM balance so you can offset the cash going back out without creating a new account in VRTrust.
Step 1 — Edit the deposit and flip the payment lines to non-reservation
Go to Deposits and open the deposit (or use the ellipsis menu → Edit).
For each payment line tied to a reservation that doesn't belong in VRTrust, change the line from Reservation to Non-reservation.
If the edit screen initially looks like it's missing a line, save and reopen — all lines should be visible in edit mode.
This detaches the payments from the inactive-listing reservations so they stop creating guest balances you don't want.
Step 2 — Reclass the lines from "Guest Balances" to "Transfers to/from PM"
On each of those non-reservation payment lines, change the account from Guest Balances to Transfers to/from PM.
Save the deposit.
This effectively credits your PM balance for the funds that shouldn't have been in trust. The money is still sitting in the trust bank account, but it's now sitting against the PM, not against a guest or a listing.
Step 3 — Record an expense to move the cash back out
When the money actually leaves the trust bank account (e.g., a transfer or check out to your non-VRTrust account), record an expense transaction that:
Hits the same Transfers to/from PM account.
Posts to the date the cash left the trust bank account.
Is the same amount as the inflow you reclassed in Step 2.
That expense matches the money going out of your trust bank, and it nets the PM balance back to zero for this batch — leaving the trust account clean.
Why this works
You don't want trust-account activity tied to listings you no longer manage in VRTrust, and you don't want to add an external bank account into VRTrust just to record a one-time transfer. Routing through Transfers to/from PM tells VRTrust "this money belonged to the PM, not to a guest or owner," and the offsetting expense brings the cash out without leaving any orphan balances behind.
FAQ
Do I have to reactivate the listing to do this?
No. As long as you edit the deposit and flip the affected lines to non-reservation, the deactivated listing can stay deactivated.
Can I just delete the deposit?
No — the cash actually hit your trust bank account, so deleting the deposit would put the bank rec out of balance. Always keep the deposit recorded and use the flip + reclass approach instead.
What if only one of several reservations on the deposit is the problem?
You can mix line types on a single deposit. Leave the legitimate reservation lines alone, and only flip and reclass the line(s) for the property that isn't in VRTrust.
What if I already added the external bank account to VRTrust?
You can still use this method going forward, but at that point recording a straight Bank Transfer between the two accounts in VRTrust is also valid. See Recording Transfers from Trust Account to Bank Account (VRTrust).
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