Reminder Errors

If the reminder process encounters a problem creating reminders an error message is displayed on the reminder record. If the reminders process encounters a problem when sending email, an error log is generated. Reminder error logs contain a description of the error. You can use the details in the error messages to fix the errors. You can then resend the failed reminders.

To view reminder errors:

  • Click the Reminders with errors link in the reminders section on the Collections page. A list of errors, grouped by type and then by account, displays.
  • On the Reminders detail page, errors encountered in creating reminders are displayed in the Error Description field.
  • On the Reminder Log page, click a reminder log with the type "Error", to view the details of the error.
  • On the Reminders Detail page, click Reminder Logs on the Related Details list, to view the logs for the reminder. You can then view the individual reminder logs.
  • On the Automated Collections page, click (Edit) in the Errors column to display the Reminders with Errors window.

Reminders can have errors for the following reasons:

  • You have configured Collections Plus to send reminders for billing documents without configuring Billing Central.
  • There is no contact associated with the account.
  • The contact does not have a valid email address.
  • There is no valid email template associated with the reminder.
  • The user who started the reminder process does not have access to the correct profile for the org-wide email address configured for the reminder rule.
  • The org-wide email address configured for the reminder rule is not verified.
  • The org-wide email address configured for the reminder rule is deleted.

Error

Solution
Billing Central is not installed or not active on this org

Either

  • Disable the Send Reminders for Billing Documents check box in the Collections Plus custom setting, or
  • Install Billing Central and configure the integration with Accounting.
Account has no associated contact to send email to

Add a contact to the account.

The contact for an account will either be the Finance Contact, or a collections contact, if you have modified your Contact page layout to include the custom Collections Communications fields.

You can add an existing contact or create a new one.

The contact must have an email address.

Contact does not have a valid email address

Update the email address on the contact.

If you have multiple contacts for an account you must ensure that all contacts have a valid email address.

There is no valid email template associated with the reminder rule. Add or update the email template associated with the reminder rule.
No profiled to access this org-wide email address.

Assign the Profile associated with the org-wide email address to the user running the reminder process.

Modify the Profiles associated with the org-wide email address to include the Profile of the user running the reminder process.

Org-wide email address has not been verified for use. Verify the org-wide email address configured for the reminder rule. For more information, see "org-wide email addresses" in the Salesforce Help.
An org-wide email address needs to be specified and verified for reminders to be sent.

Update the Sender Email Address field on the reminder rule to an active org-wide email address value, or set the field value to "None".