Troubleshooting - Coupons / Statements Failing to Generate

Coupons and statements may fail to generate when homeowner contact information is incomplete or when the primary mailing address link is broken. This article explains how to troubleshoot and resolve coupon and statement generation failures by verifying association settings, checking homeowner contact information, and reestablishing the primary mailing address link when necessary.

Contents

• Common Causes
• Verify Association Settings
• Relink Primary Mailing Address
• International Addresses
• Troubleshooting

Common Causes

If a homeowner's coupon does not generate or their statement appears blank when you run the report, several configuration issues may be the cause:

• Missing or incomplete homeowner contact information
• Broken primary mailing address link
• Incorrect association settings
• Missing assessment rules or coupon action item configurations

Verify Association Settings

Before relinking the mailing address, verify the following settings are configured correctly for the association:

• ACH Draft: Confirm ACH draft settings are complete and accurate.
• Assessment Rules: Verify assessment rules are configured for the homeowner.
• Association Settings: Check that all required association settings are in place.
• Coupon Action Item Rules: Confirm coupon action item rules are set up correctly.
• Coupon Action Items: Verify all required coupon action items are configured.

If all settings are correct but the issue persists, the primary mailing address may need to be relinked.

Relink Primary Mailing Address

When association settings are verified as correct but coupons or statements still fail to generate, relinking the homeowner's primary mailing address typically resolves the issue. Owners who need their primary mailing address relinked can be identified by clicking the Generation Error link on the coupon or statement generation step.

To relink the primary mailing address:

1. Navigate to Homeowners > Homeowner Profile > Communication  > Contact Info.
2. Click Change Primary Mailing Address.
   The Change Mailing Address screen opens with the current address displayed.
   
   
3. Click Update to confirm the existing address.
   Vantaca reestablishes the link between the homeowner and their primary mailing address.

After relinking, regenerate the coupon or statement to verify the issue is resolved.

International Addresses

Vantaca formats international addresses correctly for print services with the following structure:

• Line 1: Street number, address 1, address 2, and unit number together
• Line 2: City/town, province, and postal code
• Line 3: Country

If you experience issues with international address formatting in printed statements, contact Vantaca Support.

Troubleshooting

Q: I verified all association settings are correct, but the coupon still does not generate. What should I do?

A: Relink the primary mailing address. This reestablishes the connection between the homeowner and their address.

Q: The statement appears blank even though the homeowner has charges on their ledger. What causes this?

A: A blank statement typically indicates missing contact information or a broken primary mailing address link. Verify all contact information is complete and relink the primary mailing address.

Q: After relinking the address, the coupon still fails to generate. What are the next steps?

A: Contact Vantaca Support for additional troubleshooting assistance. Provide the homeowner ID, association code, and any error messages displayed.

Q: How can I verify if the primary mailing address link is broken before attempting to relink it?

A: If coupons or statements fail to generate and all association settings are verified as correct, the primary mailing address link is likely broken. Relinking the address is a quick verification step.

Q: Do I need to update the address information when relinking?

A: No. Click Update to confirm the existing address. Vantaca reestablishes the link without requiring changes to the address data.