FAQ's
19 articles
- 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.
- "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.
- 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.
- 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.
- 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…
- 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 to do when a Yoti ID verification session expiresIf a client's Yoti identity verification link has expired or the session has timed out, here's how to re-initiate it from the case in Smartr365.
- 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.
- I cannot locate my clients on the system, where can I find them?
- 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
- Can I resend an invitation to the fact find?
- What happens when a lead is converted and the email is already in use?
- Your Guide to the Toolbox Integration