Handling property owner name changes

When a property changes ownership or the name of the owner changes, the name on the Contact record in your billing system will usually be updated. This can affect digital delivery via Payreq Delivery.

Here’s what happens and what to do next:

What happens:

• If the new owner's name replaces the previous name on the Contact, any active subscriptions linked to that Contact will move into the Deregister? status.

• This prevents further document delivery until you review and confirm whether the subscription should continue or be deregistered.

What you should do:

1. Go to the Subscriptions page in Payreq Delivery.

2. Filter by the Deregister? tab.

3. For each subscription:

   • Click into the record.

   • Use the “View registration authentication fields” button to check the original subscriber’s name and details.

   • If the subscriber is no longer the property owner, select a deregistration reason (e.g. “Cancelled due to ownership transfer”).

   • If the subscriber is still valid (e.g. minor name correction), you may accept the name change.

Tip: You can export a list of all “Deregister?” subscriptions before actioning them to help with review or audit.

Once a subscription is deregistered, paper delivery will resume unless a new owner subscribes again through Payreq.