Troubleshoot due diligence letters

If due diligence letters are not being created for properties and you think they should be, check the following common issues.

Unable to create letters

If you get the “Unable to create letters” error message at the end of the process, something failed on our end and the letters could not be created.

If you selected to include all properties regardless of the due diligence sent date field, create the due diligence letters again with the same filters and settings. The due diligence sent date will automatically update when you create the letters again.

If you selected to only include properties that have no due diligence sent date, the field was updated with the default date or the date you selected even though no letters were created.

1. Follow the steps in the article on bulk editing properties. When editing the file, clear the date in the Due diligence sent date field.
2. Create the due diligence letters again with the same filters and settings.

Report year

Due diligence letters are only created if the property’s Report year is less than or equal to the selected year. Check that the correct Report year was selected from the State and Year step of the due diligence letter process.

State thresholds

A state threshold is the minimum property value requirement for sending due diligence letters to the state. Due diligence letters are not required for properties with values below the state threshold, but they can still be sent.

Follow these steps to include properties both above and below state thresholds:

1. Follow the first 3 steps to create due diligence letters.
2. At the Property Filters step, click Show advanced filters.

3. In the State thresholds section, select Include all properties.

4. Click Next, then complete steps 5-6 to finish creating due diligence letters.

One letter per property owner

If a property owner has multiple properties for which due diligence letters can be created, the properties will be automatically combined into one due diligence letter that contains the total value of all properties.

The properties will only be combined if the property owner’s name and address are an exact match on the properties.

Property statuses

Due diligence letters are only created for properties will the following statuses: Open for reporting (O), Make reportable (F), and Exempt (E).

Follow these steps to check a property’s status:

1. On the Properties page, use the filters or search to find the property, then click the property’s row to open the Property details page.
2. Select a new status for the dropdown if needed, then click Save and try creating due diligence letters again.

Property owner name

Due diligence letters are not created if a property owner’s Last name or Business name field is blank.

Follow these steps to check a property owner’s name:

1. On the Properties page, use the filters or search to find the property, then click the property’s row to open the Property details page.
2. Scroll down and expand the Primary owner details section.
3. Edit the Last name or Business name if needed, then click Save and try creating due diligence letters again.
    

Property owner report state

The property owner’s report state laws determine when a business needs to send a due diligence letter to the owner. Check that the correct state was selected from the State and Year step of the due diligence letter process. Clear the Due diligence window open filter to see all states.

The report state might be different from the property owner’s address state. If you used the Alternate filing state field on a property, the report state should match that field.

Properties with a blank State field are reported to your business's state of incorporation. Select your business’s state of incorporation to create letters for foreign properties or properties that have a blank State field but have either the Street address or Apartment, suite, building field filled in.

Property owner address

If the property owner does not have a valid address, a letter will not be created.

Select your business’s state of incorporation to create letters for foreign properties or properties that have a blank State field but have either the Street address or Apartment, suite, building field filled in.

Follow these steps to check a property owner’s address:

1. On the Properties page, use the filters or search to find the property, then click the property’s row to open the Property details page.
2. Scroll down and expand the Primary owner details section.
3. Edit the Address fields if needed, then click Save and try creating due diligence letters again.

Returned Post Office (RPO) mail field

The Returned Post Office (RPO) mail field is used to indicate that you previously mailed a due diligence letter to the owner, but it was returned by the post office. If a property's Returned Post Office (RPO) mail checkbox is selected, the property is excluded from future due diligence letter mailings.

If you want to send a due diligence letter to this address anyway, or if you had selected the Returned Post Office (RPO) mail checkbox by accident, follow these steps:

1. On the Properties page, use the filters or search to find the property, then click the property’s row to open the Property details page.
2. Scroll down and expand the Primary owner details section, then click Show alternate filing state and RPO.
   

3. Deselect the Returned Post Office (RPO) mail checkbox, click Save, and try creating due diligence letters again.