Why are contacts important?

Contacts are the foundation of your digital delivery process in Payreq. Every subscription — whether it's for BPAY View, email, or Smart Mailbox — is linked to a specific Contact record in your account.

Here’s why they’re so important:

1. Subscriptions are tied to Contacts

When a customer registers to receive documents digitally, their subscription is matched to a Contact in your system. If no matching Contact is found (based on ID, account number, or other identifying fields), the subscription may fail or go to a pending state for manual review, depending on your Mailer settings.

2. Changes to Contacts affect delivery

If a Contact's information changes — like when property ownership is transferred and the customer name is updated — you may need to review and deactivate existing subscriptions. Keeping Contact records up to date ensures documents are delivered to the correct customer.

3. Contacts support exception handling

Contacts play a key role in managing delivery exceptions such as undeliverable mail or documents in error. Without accurate and complete Contact data, you may experience delays or errors in your outbound communication workflows.