Why Was a Balance Notification Not Sent?

Balance Notifications are associated with a Guarantor's statement balance. The following conditions will prevent a Balance Notification from being sent, or will cause it to be marked Unqueued or Cancelled:

1. Guarantor Has No Remaining Balance

• If the Guarantor's current balance is $0.00 or less at the time the Notification is scheduled to send, the Notification will be set to Will Not Send - Unqueued and will not be sent.
• This includes cases where the Guarantor paid after the Notification was generated.

2. Payment Rule Has Been Met

• If the Guarantor (or the applicable Statement Setting) has a Payment Rule configured, and the Guarantor has made a qualifying payment that satisfies the rule, the Notification will be set to Will Not Send - Payment Made and will not be sent.
• This does not apply if No Dunning Limit is selected on the Statement Profile.

3. Missing or Invalid Contact Information

• If the Guarantor does not have a valid email address or phone number on file at the time the Notification is sent, it will be set to Will Not Send - Unqueued.
• Verify and update the Guarantor's contact information as needed.

4. Guarantor Is Opted Out

• Balance Notifications will not be sent if the Guarantor has opted out of the applicable delivery method:

• Email Notifications: The Guarantor's email notification preference must be set to Opted In.
• Text (SMS) Notifications: The Guarantor's text notification preference must be set to Opted In.

5. Notification Is Not in Scheduled Status

• Only Notifications in Scheduled status are processed for delivery.
• If a Notification is in any other status at the time processing occurs, it will not be sent.

Can I resend a Balance Notification?

• Yes. Balance Notifications can be resent from the Notification history, provided the Guarantor still has a balance and meets the applicable criteria.
• Resending a Notification will recheck the Guarantor's balance and contact information before dispatching.

Why Was a Balance Notification Cancelled?

A Balance Notification may be set to Cancelled for the following reasons:

• The Guarantor replied to an SMS message with an opt-out keyword (such as STOP).
• The Guarantor unsubscribed via an email unsubscribe link.
• A hard email bounce occurred, and the System setting NOTIFICATIONOPTOUTONERROR is enabled. In this case, the Guarantor is automatically opted out, and any future scheduled Notifications for that Guarantor are also cancelled.
• A User manually cancelled the Notification.

What happens if the Guarantor's email bounces?

• If a hard email bounce is received and the System setting NOTIFICATIONOPTOUTONERROR is enabled, the Guarantor will be automatically opted out of Email Notifications, and all future scheduled Email Notifications for that Guarantor will be cancelled.
• If the setting is not enabled, the Notification will be marked with a Delivery Error or Queuing Error status, but the Guarantor will remain opted in.

Why does a Balance Notification show a Delivery Error status?

• A Delivery Error means the Notification was successfully dispatched to the delivery provider but could not be delivered to the recipient.
• Common causes include an unreachable phone number, a full voicemail box, or a carrier-level block.
• If Delivery Errors occur consistently for the same Guarantor, verify the contact information on file and consider updating it.

Balance Notification Troubleshooting

The following steps are a general guide for investigating why a specific Balance Notification was not sent:

1. Navigate to the Notification history for the Guarantor or the Statement Batch.
2. Review the Status and Status Message fields for the Notification record.

• A status of Will Not Send - Unqueued, Will Not Send - Payment Made, or Will Not Send - Dunning Limit indicates the Notification was removed before sending. Review the status message for the specific reason.
• A status of Cancelled indicates the Guarantor opted out.
• A status of Delivery Error indicates the Notification was dispatched but not delivered. Contact Support if this persists.
• A status of Undeliverable - Permanent indicates the Notification was delivered to the provider but permanently failed.
• A status of Undeliverable - Can Retry indicates a temporary delivery failure.

3. If the status is Will Not Send - Unqueued, check:

• The Guarantor's current balance. If it is $0.00 or less, the Notification was suppressed.
• The Guarantor's Payment Rule configuration. If the rule has been met, the Notification was suppressed.
• The Guarantor's contact information. Ensure a valid email address or phone number is on file.

4. If the status is Cancelled, navigate to the Guarantor record and review their notification opt-in settings for Email and Text.