Cases & Leads
Managing cases, leads, notes, and case transfers
64 articles
- How to diagnose missing remortgage reminder emailsHow to diagnose missing remortgage reminder emails — checking the firm toggle, lead-time setting, case buyer type, maturity date, and client email address.
- How to Create a New Case in Smartr365Step-by-step guide for creating new mortgage and protection cases in Smartr365
- Leads vs Cases: what's the difference and how to convert a Lead to a CaseClient not showing in the Cases tab? Understand the difference between Leads and Cases in Smartr365, and how to convert a Lead so it appears in Cases.
- What to Do When the Smartr365 Platform Is Slow or UnresponsiveSteps to take when Smartr365 is loading slowly, searches time out, or actions fail — including how to check for known performance events and report an incident to support.
- How to Convert a Joint Mortgage Application to a Sole ApplicationSteps to remove a secondary applicant from a joint mortgage case in Smartr365, converting it to a sole applicant case, including prerequisite data-clearing steps.
- Why a Completed case is locked, and how to move it back to an earlier stageCompleted cases are locked for editing. Learn why, who can reopen them (System Administrator), how to do it, and the important side-effects to consider first.
- How to Record a Ported Mortgage Balance in a Port-and-Additional-Lending CaseHow to record the ported mortgage balance in a port-and-additional-lending case — there is no dedicated ported balance field; the combined total goes in Mortgage Information and product details in…
- How to Convert an Existing Purchase Case to a Remortgage in Smartr365If a client's property purchase falls through and they want to remortgage instead, you cannot convert a Purchase case to a Remortgage in Smartr365 — a new Remortgage case must…
- How to Delete a Mortgage Case When the Delete Icon Is BlockedWhat to do when the delete icon on the Mortgages list shows 'last product for primary or secondary applicant' and cannot be clicked — use the Cases screen to delete…
- How to Link an Existing Client When Creating a New CaseHow to search for and link existing clients when creating new cases
- How to Transfer or Refer a Case to Another AdviserGuide to transferring or referring cases between advisers.
- How to view case notes
- How to edit and delete notes
- How to delete a case
- How do I mark a client as Vulnerable?
- Where is the cases page located?
- How do I delete a Client?
- How to download a copy of case notes
- How to add a note to a case
- How do I add a second applicant?
- How to add a solicitor to a case
- How can I edit or update information on a completed case?
- How do I restore a client to a case?
- Claiming your Proc Fee from L&G
- Where are filters located and what does each filter do?
- How to download basic client information
- How to reopen a NPW case
- How to mark a case as Not Proceeded With (NPW)Marking a case as NPW
- How to send or resend a Fact Find invitation
- How to add a case for existing client(s)
- How to add a second applicant to a case with someone who already has a case with a second applicant.
- Mark mortgage cases as redeemedYou can now mark mortgage cases as redeemed.
- How to create Non Standard MortgagesThis helps you understand how to create Porting, Part and Part, Port/Top Up mortgages in Smartr365. It also helps you to add more than 2 applicants to a case.
- How to Find and Search for Clients in Smartr365How to search for clients by name, email, phone, or ID on the Clients page
- How to delete a lead
- What happens when leads are assigned by introducers?
- What is Leads Pool?
- How do I view deleted notes?
- How do I view edited notes?
- How do I create a note?
- What is an auto-generated note?
- How do I import Mortgage cases?
- Creating a New Case & Assigning a Fact Find in Smartr365
- How to Convert a Lead into a CaseHow to convert leads into cases and assign them to an adviser
- How to Manage Leads: Converting and DeletingStep-by-step guide to converting leads into cases and deleting unwanted leads.
- How to Create and Manage Tasks on a CaseHow to create, manage, and complete tasks on cases including mandatory tasks
- Troubleshooting adviser login issues in Smartr365Common causes and step-by-step solutions for advisers who cannot log in to Smartr365, including password reset, MFA issues, account lock, and browser problems.
- What is the difference between Leads and Cases in Smartr365?Explains the difference between Leads and Cases in Smartr365, and how to convert a Lead to a Case so it appears in the Cases tab.
- Case notes: 8,000 character limit and save error workaroundCase notes in Smartr365 have an 8,000 character maximum. Pasting long emails or documents into a note will cause a silent save error. Split into shorter notes to resolve.
- What product and sale types are available in Smartr365?Smartr365 supports Mortgage, Protection, and General Insurance as core sale types. Wills and Power of Attorney are not currently a distinct product type — this article explains the available options…
- "Street Address is required" error on Existing Properties when using the address finderFix for the validation error that appears after using the postcode lookup on the Existing Properties section — the Street Address field may not populate automatically.
- Why does my case status revert after saving?Case status changes require all mandatory fields to be completed first. If required fields are missing, the status reverts to its previous value without always showing a clear error.
- Why the 'Save & Copy Details to a New Mortgage' Button Is Greyed OutThe 'Save & Copy Details to a New Mortgage' button becomes greyed out once the copy action has already been completed — check your Cases list for the new case.
- How to Adjust Font Size or Text Display in Case NotesIf case notes text appears small or hard to read in Smartr365, learn how to adjust the display using browser zoom or accessibility settings.
- I've tried adding two clients as a joint application and an error is appearing. What has gone wrong?
- Why have I got a duplicated mortgage after completion?
- My filters keep resetting. How can I fix this?
- Can joint applicants see one another's data?
- I have added/updated a case but cannot see it?
- What does the clear filters button do?
- How to view more Cases on the Cases page
- What happens when a lead is converted and the email is already in use?
- Your Guide to the Toolbox Integration