On the offer form if Holding Deposit not collected by Residently is stated, this means that the Holding Deposit was collected off of our platform by yourselves / your agent and you will need to liaise with them directly regarding it.
This is likely because you do not have a payments integration set up with Residently so cannot collect Holding Deposits via the platform.
If you need further assistance, email us at partners@residently.com or reach out via chat.