A Client Isn't Showing Up On Refinance Or Renewals

A client you expect to see isn't on Refinance or Renewals. Walk through this checklist top to bottom.

1. Rule Out Active Filters

Both pages have a Filters button in the toolbar. When any filter is active, the button shows a count badge - and an active filter is the most common reason a client seems to vanish.

1. Click Filters to open the panel.
2. Click Clear all in the panel header to reset every filter to defaults.
3. On Refinance, also check the scope: All Clients is the default and shows everyone, but if you've turned on the New Opportunities filter it hides clients you've already contacted. Switch back to All Clients to see everyone.

Filters can narrow by deal status, mortgage start year, and balance range, so a client can drop off the list for reasons that have nothing to do with eligibility. Clearing them first rules all of that out.

2. Check Your Eligibility Threshold

The single most common reason a refinance candidate is missing: the eligibility threshold is set higher than their projected savings.

1. Go to Settings > IRD Settings.
2. Check the Minimum Monthly Savings value.
3. If it's, say, $300/month and your client could only save $200/month, they're filtered out.
4. Lower the threshold if you want to see them.

See Adjusting Your Eligibility Threshold for guidance.

3. Verify Maturity Date And Current Balance

Clients without a maturity date or current balance can't be evaluated:

1. Open the client's profile.
2. Check the mortgage details section.
3. Make sure Maturity Date and Current Balance are filled.
4. If they're blank, fill them and save.

The client should appear on the relevant list (Refinance or Renewals) within a minute.

4. Check If They're On The Other List

Refinance and Renewals are mutually exclusive based on maturity proximity:

• Renewals - typically clients within ~12 months of maturity.
• Refinance - clients further out who meet your savings threshold.

If you expected them on Refinance but they're on Renewals (or vice versa), check their maturity date. It might just put them in the other bucket.

5. Check If They're In Leads

Leads live in their own sidebar section, under Renewals - not on Refinance or Renewals. A client moves to Leads when their deal status is a lead, or when the deal is cancelled, declined, expired, or withdrawn. So if someone is missing from Refinance or Renewals, they may simply be sitting in Leads instead.

Open Leads from the sidebar and look for them there. A deal status of new stays on Refinance because it's still a live opportunity - only the statuses above route a client to Leads.

6. Check If They're Archived

Archived clients don't show up on either list:

1. Look in the client's profile for an Archived indicator.
2. If they're archived, unarchive them.

(How to find archived clients varies - look for a filter or a separate archive view.)

7. Confirm The Rate Spread Is Meaningful

Even if everything else is right, a client whose current rate is already low has no meaningful refinance opportunity. They won't show up as a refinance candidate because there's nothing to save.

For renewals, this is less of an issue - they show up regardless because the renewal conversation is happening anyway.

8. They Might Not Be In Your Book Yet

If you've never imported them and never used Add Client:

• Import them as part of your book. See Importing Your Book Of Business.
• Add them manually for one-off cases. See Adding A Client Manually.

What To Do Next

• Understand the detection logic: How Candidates Are Detected.
• Adjust your threshold: Adjusting Your Eligibility Threshold.