A client you expect to see isn't on Refinance or Renewals. Walk through this checklist top to bottom.
1. Check Your Eligibility Threshold
The single most common reason a refinance candidate is missing: the eligibility threshold is set higher than their projected savings.
- Go to Settings > IRD Settings.
- Check the Minimum Monthly Savings value.
- If it's, say, $300/month and your client could only save $200/month, they're filtered out.
- Lower the threshold if you want to see them.
See Adjusting Your Eligibility Threshold for guidance.
2. Verify Maturity Date And Current Balance
Clients without a maturity date or current balance can't be evaluated:
- Open the client's profile.
- Check the mortgage details section.
- Make sure Maturity Date and Current Balance are filled.
- If they're blank, fill them and save.
The client should appear on the relevant list (Refinance or Renewals) within a minute.
3. 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.
4. Check If They're Archived
Archived clients don't show up on either list:
- Look in the client's profile for an Archived indicator.
- If they're archived, unarchive them.
(How to find archived clients varies - look for a filter or a separate archive view.)
5. 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.
6. 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.