This article covers everything you need to know about Smartr365's automated Time to Remortgage (TTR) email reminders: how to configure them, what data fields must be populated on a case, and how to troubleshoot issues when emails are not sending.
Overview
Smartr365 can automatically send a reminder email to remortgage clients a set number of months before their remortgage date. This feature is configured per firm in Settings → Campaigns → Email Reminders.
How to Check and Configure TTR Email Reminders
Log in to Smartr365 and navigate to Settings.
Select Campaigns, then Email Reminders.
You will see the Time to Remortgage toggle. Ensure it is set to Enabled.
Set your preferred lead time — this is how many months before the remortgage date the email is sent. The configurable range is 1 to 18 months.
Save your changes.
Note: Only system admins can change these settings. If you cannot see this page, contact your firm's system admin.
Required Fields on a Remortgage Case
For the TTR email to be sent, the following fields must all be populated on the mortgage case:
Remortgage Contact Date — the date the automated email should be sent (typically auto-calculated as the lead time before the remortgage date). This field must be explicitly saved on the case.
Buyer Type — must be set to Remortgage.
Existing Lender — a lender must be recorded on the case.
Property Address — a property must be linked to the case.
The most common reason a TTR email is not sent is a missing or unsaved Remortgage Contact Date. Verify this field is populated on the case before investigating further.
How TTR Emails Are Sent
TTR emails are sent by a scheduled background process (batch job) that runs once per month. Cases with a Remortgage Contact Date falling within the current month are processed. If a case is set up after the batch has already run for that month, it will be picked up in the following month's batch.
Troubleshooting: Emails Not Sending
Check the feature is enabled: Go to Settings → Campaigns → Email Reminders and confirm the TTR toggle is on.
Check the Remortgage Contact Date: Open the case and confirm the Remortgage Contact Date field is populated and saved. If it is blank, enter and save the date.
Check Buyer Type: Confirm the case Buyer Type is set to Remortgage.
Recently configured: If the feature was just enabled, the next batch run will process eligible cases. Emails will not be sent retrospectively for past contact dates.
Still not sending after confirming all fields: Contact Smartr365 Support with the case ID and Remortgage Contact Date so the team can check the email queue.