This article explains how to diagnose why remortgage reminder emails are not being sent or received, covering the firm toggle, lead-time setting, case buyer type, and maturity date trigger.
Overview
Remortgage reminders are sent automatically based on a maturity date entered on the case. Several settings and case conditions must all be in place for reminders to send correctly.
Checklist
Check the firm toggle is on — go to Settings > Remortgage Reminders (or Email Reminders) and confirm remortgage reminders are enabled. If the toggle is off, no reminders will send to anyone at the firm.
Check the lead-time setting — the lead time controls how many months before the maturity date the first reminder is sent. Confirm this is set as expected (e.g. 3 or 6 months). If the maturity date is further away than the lead time allows, no reminder will have sent yet.
Check the case buyer type — remortgage reminders typically send only for cases with a buyer type of 'Remortgage'. If the case is set to 'Purchase' or another type, it may not be eligible.
Check the maturity date on the case — confirm a mortgage maturity date is entered on the case. Without a maturity date, the system has no trigger date to calculate from.
Check the day-specific send timing — reminders are sent on a specific day each month, not continuously. A reminder due in the current window may not have sent yet if today is before the scheduled send day.
Check the client email address — confirm the client's email address on their profile is correct and is not on an email suppression list.
If All Settings Are Correct and Reminders Still Do Not Send
Contact Smartr365 support with the case ID, the maturity date entered, and confirmation that the firm toggle and lead-time are configured correctly.