Coupon and Statement Troubleshooting
We’re updating this article. Some screenshots or names may look older than what you see in the product.
When I go to run my coupons / statements – the client isn’t in the list under the bank to choose – why?
• You are missing a primary bank link for this client.
When I run my coupon / statement file I got a blank file or not all homeowners are on the file – why?
• Does the client have a primary bank link chosen and the primary bank link box checked?
• Under the payment posting code – is ‘allow for lockbox’ checked and is there a lockbox code entered? Even if not using a lockbox they have to check ‘allow for lockbox’ and they can just use 3-6 digits of anything they choose to show in the lockbox code box or all zero’s if they want – but if they do use a lockbox this can’t be all zero’s and they want to find out the correct code from their bank for that client.
• Is the start date for the units/homeowners for a date in the future that hasn’t occurred yet? If so, Caliber does not recognize them as active until that date so coupons and statements will not print unless they change the start date of the units.
• Do you have a billing record entered into Caliber (for coupons and statements)?
• Are there charges on the account (this applies only to statements)?
• Do the homeowners have statements chosen as ‘mailed’ in the mailing matrix or is that blank or all set for email?
• Do the homeowners have anything checked at the mail matrix for coupons? – the only option is ‘mail’ because you can’t email coupons but if nothing is checked a coupon won’t print for the homeowner at all.
• Is the homeowner set up for ACH and if so – do the coupon settings have print for people on ACH in the client info toolbox checked and did you choose ‘yes’ to print coupons for homeowners on ACH?
• Does the homeowner have a $0 balance and if you still want statements to print – be sure that the settings (client info toolbox) allow for $0 balance statements to still be printed.
• Under Client Info > Accounting Setup > Coupons – is this blank? If so, you need to choose either ‘in house’ or the correct 3rd party printing company that is being used.
• You are missing a primary bank link for this client.
When I run my coupon / statement file I got a blank file or not all homeowners are on the file – why?
• Does the client have a primary bank link chosen and the primary bank link box checked?
• Under the payment posting code – is ‘allow for lockbox’ checked and is there a lockbox code entered? Even if not using a lockbox they have to check ‘allow for lockbox’ and they can just use 3-6 digits of anything they choose to show in the lockbox code box or all zero’s if they want – but if they do use a lockbox this can’t be all zero’s and they want to find out the correct code from their bank for that client.
• Is the start date for the units/homeowners for a date in the future that hasn’t occurred yet? If so, Caliber does not recognize them as active until that date so coupons and statements will not print unless they change the start date of the units.
• Do you have a billing record entered into Caliber (for coupons and statements)?
• Are there charges on the account (this applies only to statements)?
• Do the homeowners have statements chosen as ‘mailed’ in the mailing matrix or is that blank or all set for email?
• Do the homeowners have anything checked at the mail matrix for coupons? – the only option is ‘mail’ because you can’t email coupons but if nothing is checked a coupon won’t print for the homeowner at all.
• Is the homeowner set up for ACH and if so – do the coupon settings have print for people on ACH in the client info toolbox checked and did you choose ‘yes’ to print coupons for homeowners on ACH?
• Does the homeowner have a $0 balance and if you still want statements to print – be sure that the settings (client info toolbox) allow for $0 balance statements to still be printed.
• Under Client Info > Accounting Setup > Coupons – is this blank? If so, you need to choose either ‘in house’ or the correct 3rd party printing company that is being used.