Use the same trip inputs while investigating so each change has a comparable result.
A rate did not apply
- Confirm the intended rate plan, active toggle, active window, and derived Live, Scheduled, Expired, or Inactive state.
- Check the vehicle is priced and included in the rate. A dash in the flat-fare list means that rate does not price the vehicle. If Conditions → Only these vehicles is set, it must overlap the vehicles priced in the editor.
- Check Where it applies against the actual pickup and drop-off. Between zones matches the selected direction; Starts in, Ends in, and Either end match different endpoints.
- Review the day, time and date conditions. If several rates match, check Rate settings → Priority: higher priority wins, followed by greater specificity at equal priority.
- Check whether competing Base fares, Fee rules, or Plans are Active or Paused in Rules Console, then recalculate currently active behavior in Quote Calculator.
A variation will not save
Add a variation creates a separate rate. Give it a distinct name and conditions or priority that allow it to be selected. If Studio reports that it overlaps the original without taking precedence, follow the displayed priority guidance or make the conditions non-overlapping. A different price alone does not resolve the overlap.
Complete the required name, zones, vehicle prices and any enabled time or date conditions. Errors leave the panel open so you can correct the draft. If vehicle types failed to load, choose Try again before saving.
If you see Saved conditions need compatibility review, keep those conditions and included vehicles unchanged. You can still edit the rate name and existing prices. Ask support to review the rate before changing its scope or creating a variation.
Currency is missing or unexpected
New calculations require the company’s configured currency. If currency cannot be resolved, Studio returns an error instead of a price. Confirm you are in the intended company and ask your administrator or support to check its regional configuration and service availability. Do not enter a zero price or change the amount to work around a currency problem.
An older saved quote retains its original currency. Compare its recorded currency with the new quote before treating a difference as a rate-calculation fault.
The wrong cancellation policy or fee appears
Open the resolved rate plan’s Cancellation tab and check its Default badge and whether the list is inherited. Policies no longer match automatically by vehicle, pickup zone, date range, or service. An older conditional policy can still appear as an alternative without applying automatically.
Confirm that the policy drawer was closed with Done and the list persisted with the outer Save. Test this policy reads the saved list. Choose the intended policy, event, base fare, and lead time, then use Run Test. An explicit cancellation time under Advanced overrides the simple lead-time control; those advanced times are UTC.
Check whether the booking uses a selected policy or the plan default. Editing a policy changes the referenced entry rather than creating a frozen historical copy. Removing an entry or changing the quote’s plan can make the current default apply instead. Review affected bookings with support before further changes. The no-show grace warning is informational and does not block the charge. See Cancellation policy setup and testing.
A driver settlement is missing a trip
A missing or deleted quote no longer stops the whole period calculation: the affected trip is skipped. A successfully calculated period can therefore omit a trip whose quote is unavailable. Compare the included trips with the driver’s work before completing a payout, and ask finance to review any missing amount. See Driver pay, balances, and payouts.
For support, include the company, plan or quote reference, relevant trip inputs, expected result, actual result and exact error. Remove customer contact and payment details from screenshots unless support specifically needs them.