Use this guide when Finturf won't connect, stacks or rates are missing, a homeowner can't continue, or an application or funding status looks stuck. By the end you'll know what to check, what to fix yourself, and when to hand it to SetSale or Finturf Support.
✋ Before We Begin
Confirm you're signed in as a SetSale company owner and working in the right SetSale company.
Finturf Is Missing From Financing Providers
What to check
Go to Settings → Quoting → Financing.
Confirm the Finturf card isn't simply lower on the page.
Check whether the card says Coming Soon.
What to do
Finturf access has to be enabled for your company. Contact SetSale Support and include your company name and the URL of the Financing page.
SetSale Says the API Key Is Invalid
Why this happens
SetSale couldn't validate the key against Finturf's merchant stack service. That's almost always the wrong key, the wrong merchant account, or the wrong environment.
What to do
Copy the merchant API key from Finturf again. Don't include extra spaces.
Confirm the key belongs to the correct Finturf merchant account.
Confirm the key matches the environment. A sandbox or staging key won't work in production.
Click Connect Finturf again.
If it still fails, ask Finturf to confirm that the merchant account and API access are active.
⚠️ Warning: Never send an API key in a support ticket or a screenshot. If this occurs, create a new Finturf API key and disable the leaked key. SetSale support will only ask for non-secret identifiers if they need them.
Finturf Connects, but No Stacks Appear
Why this happens
The merchant account has no available stacks.
Finturf's stack or industry service is temporarily unavailable.
The connection uses the wrong merchant account.
What to do
Refresh the Finturf settings page.
Click Retry if SetSale shows Finturf stacks are unavailable.
Sign in to Finturf and confirm the merchant has active stacks.
If the account has stacks but SetSale still shows none, contact SetSale Support.
If the stacks are not available in Fintuf, contact your Finturf account representative.
You Can't Enable or Disable a Stack
What to check
Only SetSale company owners can change stack settings.
A save may still be in progress. Wait for it to finish.
The stack may be used by an active manual financing rule.
What to do
If SetSale tells you to remove the stack from financing rules, go to Settings → Quoting → Financing, update the manual rules so they no longer use that stack, save the rules, then disable the stack.
You Can't Disable the Finturf Integration
Finturf can't be disconnected while an active manual financing rule still references a Finturf stack.
Go to Settings → Quoting → Financing.
Update every manual rule that uses a Finturf stack.
Save the rules.
Return to the Finturf provider page and click Disable Integration again.
Finturf Rates Are Missing From a Quote
What to check
The Finturf integration shows Connected.
At least one relevant stack is enabled.
The financing rules select an enabled Finturf stack, or the quote tier is set to one manually.
The quote option has a positive price.
If manual rules are on, every rule has a plan and the correct Finturf industry is selected.
What to do
Open the affected quote.
Open the tier's Financing section.
Reselect the Finturf stack from the Installment Plan list and let the quote save.
If this is an older quote, update the price or click Recalculate in the Pricing section.
Preview the quote again.
A temporary Finturf estimate outage won't stop the quote itself from saving. Use a standard installment plan or cash while the estimate service is down, then retry later.
A Finturf Stack Is Missing From the Quote's Plan List
Only stacks enabled in your company Finturf settings are available on new quotes. Return to the Finturf provider page, enable the stack, and reopen the quote. If the stack was renamed or removed in Finturf, refresh the settings page so SetSale can load the current list.
The Homeowner Doesn't See Finturf in the Presentation
Finturf appears only when the selected tier has an active Finturf estimate.
On the quote config page, confirm the tier uses an enabled Finturf stack.
Confirm the quote saved after the financing choice or price changed.
Preview the presentation and look for Powered by Finturf under the estimated monthly payment.
Reshare the updated presentation if the homeowner opened an older link or a cached page.
If no tier has a valid Finturf estimate, SetSale falls back to your other available payment options.
The Homeowner Can't Find the Application Email
Confirm the homeowner's email address on the SetSale customer record.
Ask the homeowner to check spam, junk, and any email security quarantine.
Check the quote Activity for Finturf credit application email sent to customer.
Click Resend email when it's available.
If the activity exists but the message never arrives, contact SetSale Support with the quote number and the approximate send time.
⚠️ Heads Up: Don't email the contractor-only View application URL to the homeowner. Use the homeowner application email or the resend action.
The Application Says Action Required
An Action Required event can happen at multiple points in the application lifecycle, not just after signing.
Open the quote's Activity or Tasks.
Click Complete required step.
Complete the request in Finturf.
Return to SetSale and allow time for the next Finturf status update.
If the link is missing, expired, or opens the wrong application, contact SetSale Support with the quote number and the Finturf application identifier shown in Activity.
The Quote Is Won, but the Team Shouldn't Install Yet
A won quote is not the same as financing approval. Wait for Financing approved. Proceed with installation in the quote Activity — that's Finturf's Notice to Proceed.
If the homeowner says they finished the application but Notice to Proceed hasn't arrived, check your Activity and click View application to open the Finturf application, then review the current Finturf status. Ask Finturf whether any lender or customer action is still outstanding.
The Funds Request Is Waiting on the Homeowner
If Finturf shows Completion certificate pending, the homeowner needs to confirm completion. Ask them to check their email and complete the certificate. This step is required before the request can move to confirmed or released.
The Funds Request Was Rejected
If this occurs, SetSale creates a Follow up on rejected Finturf funds request task and adds a rejected Activity entry.
Open the quote and review the Finturf application.
Contact the homeowner to understand the rejection or the disputed completion.
Follow the next action Finturf provides.
Contact SetSale Support if SetSale Activity doesn't update after Finturf resolves the issue.
Finturf Rejects the Changed Loan Amount
Some lenders cap change orders based on the homeowner's approved amount, and a new quote total can exceed that lender-specific limit.
Check your quote Activity and click View application to open the Finturf application. Review the approved or maximum amount.
Confirm the updated quote amount is correct.
If possible, reduce the financed amount or use another allowed payment path.
Contact Finturf for lender-specific eligibility guidance.
Contact SetSale Support if the quote stays locked after the Finturf issue is resolved.
An Old and a New Finturf Application Both Exist
Changing the Finturf stack, or reaching a stage that can't be recalculated, requires a replacement application. The earlier homeowner link may remain active because Finturf can't always cancel an application at that stage. Tell the homeowner to use only the newest application email. Contact SetSale Support if you aren't sure which application is active.
What to Send SetSale Support
Include:
SetSale company name.
Quote number and quote URL.
Finturf application identifier shown in SetSale Activity.
The step that failed and the exact on-screen message.
Approximate time the problem occurred, including time zone.
A screenshot with sensitive data hidden.
⚠️ Caution: Don't send the Finturf API key, Social Security numbers, dates of birth, credit details, or lender documents to SetSale.