# Move-In Special Not Applied? What to Do Next > Check your ledger at day 7 and day 30, use the written special as evidence, and we take it up with the community in writing. URL: https://newapartmentsaustin.com/guides/special-missing-from-ledger/ Last-Modified: 2026-10-25 Guide · Specials # What to Do When Your Move-In Special Is Missing From the Ledger Check your ledger at day 7 and day 30, use the written special as evidence, and raise it in writing. We take it up with the community and report back. Written by New Austin Apartment Team [/about/#new-austin-apartment-team →](/about/#new-austin-apartment-team) · Reviewed by the team, Spirit Real Estate Group, LLC · Updated October 25, 2026 · 4 min read - Free to you, and your rent is the same either way - 144 new communities tracked (as of Oct 25, 2026) - Prices pulled every morning ![Resident portal ledger on a laptop screen in a new apartment](/images/featured/resident-portal-ledger-on-a-laptop-screen-in-a-new.webp) - Licensed Texas brokerage Spirit Real Estate Group, LLC, TREC #562021 - Free to renters Communities pay the brokerage. Your rent is the same either way. - Prices pulled every morning Every card shows the date and time it was pulled - Score can't be bought Commission rates never affect score, sort, placement, or picks ## What should you do if your special isn’t on the ledger? Raise it in writing, with the signed special as your evidence, and keep paying the undisputed rent on time. Missing credits are common in busy lease-ups where staff process many move-ins at once, and most are fixed with one clear written request. If you leased through us, we take it up with the community in writing and report back. It’s the same process we use for all specials we confirm in writing [/apartment-specials/ →](/apartment-specials/) . ![Timeline: move-in, day 7 ledger check, day 30 ledger check](/images/content/timeline-graphic-move-in-day-7-ledger-check-day-30.webp) ## Step 1: Check the ledger at day 7 and day 30 Your resident portal shows a ledger: every charge and credit on your account. Check it twice: - **Day 7**: the first statement and any move-in charges are usually posted by now. An upfront special should show as a credit or a reduced first month. - **Day 30**: a prorated special should show its first monthly credit. Any one-time fee waivers should appear. These are the same dates we use for the written punch list; see day 7 and day 30 checks [/guides/new-apartment-punch-list/ →](/guides/new-apartment-punch-list/) . ## Step 2: Find your evidence | Document | What it proves | | --- | --- | | Concession addendum | The special, its value, and how it’s applied | | Signed lease | Lease term and start date, which the special may depend on | | Written quote or email | What was offered before signing | | Ledger screenshot | What was actually charged | > **Why “in writing” matters** > > The concession addendum controls. A verbal promise is hard to enforce; a signed addendum isn’t. ## Step 3: Raise it in writing Use the portal’s message or maintenance system, or email the leasing office, so there’s a dated record. Keep it short: 1. Your name, unit number, and lease start date 2. The special as written in the addendum, with its dollar value 3. What the ledger shows instead 4. The correction you’re asking for, and a date for a reply Attach the addendum page and a ledger screenshot. ## Step 4: Pay the undisputed amount Don’t withhold rent. Pay what you’d owe if the credit were applied correctly, or the full statement if you prefer, and note the dispute in writing. Late fees and lease violations make a simple credit problem harder to fix. ## Step 5: Escalate if needed If the office doesn’t respond within a reasonable time, ask for the community manager or the management company’s regional contact. Reference your first written request and its date. ## What we do If you leased through us, tell us as soon as you see a gap. We contact the community in writing, cite the concession addendum, and report back with the answer and the date the credit will post. If the special was missing because of an error we made in confirming it, we log it on our corrections log. Seen a missing credit? Contact the team [/contact/ →](/contact/) with your unit number and a ledger screenshot. Our guide on concession payback clauses [/guides/concession-payback-clauses/ →](/guides/concession-payback-clauses/) covers the other concession terms worth knowing. Learn more about Specials Every new-build special we confirmed this week, turned into the monthly number you'll pay and the year-two rent that follows. Open Specials [/apartment-specials/ →](/apartment-specials/) Why it goes wrong ## Why the advertised special isn't what you'll pay Problem 1 ### 'Up to' means select units An 'up to 10 weeks free' special often applies to a few floor plans or a minimum lease term. We confirm which unit gets which special before you tour. Problem 2 ### Formats aren't equal Upfront weeks, a prorated credit, and a gift card can carry the same headline. They differ on move-in cash, payback exposure, and whether net effective changes at all. Problem 3 ### The renewal resets At the board median of 10.8 weeks on 12 months, year two jumps about 26% at the same base (Oct 25, 2026). The special ends; the base rent stays. So we decode every special to net effective and year two, and get the terms noted in writing before you sign. Straight answers ## Questions about this topic Direct answer first, then the source and date. If your question isn't here, ask us on the form or by text. ### When should a move-in special show on my ledger? An upfront special should appear by your first statement, as a credit or a reduced charge. A prorated special should appear as a credit every month. If it isn't there by day 30, raise it in writing. ### What if the office says the special expired? Your signed lease and concession addendum control. If the special is written there, it applies. We raise it with the community in writing, citing the addendum. ### Should I withhold rent until it's fixed? No. Pay the undisputed amount on time and dispute the missing credit in writing. Withholding rent can trigger late fees or worse under the lease. ### Can you guarantee a price or approval? No, but we follow up in writing until the credit posts or the community explains it. Keep reading ## More guides on this topic ![Blue painter's tape marking a finish touch-up on a new wall](/images/featured/blue-painter-tape-marking-a-small-finish-touch-up-.webp) ### The Day 7 and Day 30 Punch List in a New Apartment Common new-build defects, the 48-hour move-in form, and written punch lists at day 7 and day 30, followed up in writing. [The Day 7 and Day 30 Punch List in a New Apartment →](/guides/new-apartment-punch-list/) ![Wall calendar and lease pages in a bright new apartment kitchen](/images/featured/wall-calendar-and-lease-pages-in-a-bright-new-apar.webp) ### 12-Month vs. 15-Month Lease on a New-Build Special More weeks free on a longer lease can cost more or less. Compare net effective, renewal month timing, and 24-month totals before you choose. [12-Month vs. 15-Month Lease on a New-Build Special →](/guides/12-vs-15-month-lease/) The 60-second form ## Tell us what you need. We make the calls. You don't have time to call 20 leasing offices. We do, and confirm the unit, the special, and the written fee sheet the same day during hours. 1. 1 Same day We call or text during hours with a shortlist plan. 2. 2 In writing Unit, special, end date, and fee sheet confirmed before you tour. 3. 3 Year two shown Every pick shows year two at 0% and +3%, plus a 24-month total. Prefer to talk? Call or text 512-000-000 [tel:+1512000000 →](tel:+1512000000) , Mon-Fri 8 AM-8 PM · Sat 9 AM-6 PM · Sun 12-5 PM. Free, same day during hours ## Get my shortlist Step 1 of 3 ### Thanks, we have your details. We'll call or text the same day during hours with your shortlist plan. Related pages ## Related board views Board view ### Specials Specials confirmed within the last 7 days, each decoded to net effective and year two, with base rent shown beside every discount. Open Specials→ [/apartment-specials/ →](/apartment-specials/) Board view ### New Build Board Every in-scope community on one map, with base rent, the special, net effective, true monthly, and year two pulled every morning. Open New Build Board→ [/new-construction-apartments/ →](/new-construction-apartments/) Board view ### Lease-Ups Buildings already open and filling, sorted by stage and fill estimate, with what's finished and what the special does to your monthly cost. Open Lease-Ups→ [/lease-up-apartments/ →](/lease-up-apartments/) ![](/images/misc/dusk-view-of-new-limestone-and-glass-apartment-tow.webp) Free to you, and your rent is the same either way ## You don't have time to call 20 leasing offices. We do. Send us your move date and all-in budget. We confirm the unit, the special, and the written fee sheet the same day during hours, then show you year two before you tour. Get my shortlist → [/contact/ →](/contact/) See the New Build Board [/new-construction-apartments/ →](/new-construction-apartments/) Call or text 512-000-000 [tel:+1512000000 →](tel:+1512000000) We don't guarantee pricing or approval. The community sets both, and we confirm them before you sign.