When a property changes hands or the name on a Contact is updated, Payreq Delivery automatically reviews all linked subscriptions for accuracy and eligibility. This article explains what happens behind the scenes, how you’ll be notified, and what actions you need to take to maintain secure, compliant delivery.
Why it Matters
Payreq Delivery links every digital subscription (e.g. Smart Mailbox, BPAY View, or email) to a Contact in your system. That Contact’s name, ID, and account number are used to verify who is eligible to receive mail. If those details change—such as when a property is sold or inherited—the existing subscription may no longer match the updated records.
To protect against incorrect or unauthorised delivery, the system automatically moves affected subscriptions into a review state.
What Happens When a Name Changes
When a Contact name is updated in your source system (e.g. from “Jane Smith” to “ABC Super Fund”):
Any linked subscriptions will move to the Deregister? tab in Payreq Delivery.
Document delivery is paused for those subscriptions.
You must manually review and either approve the name change or deregister the subscription.
Subscriptions will remain in this review state until actioned.
How to Manage the Change
Go to the Subscriptions tab in Payreq Delivery.
Filter by “Deregister?” status.
Click into each affected subscription to view:
The updated Contact name
The original subscriber’s authentication fields (e.g. name entered at registration)
Decide on the correct action:
If the subscriber is still valid (e.g. a trust name change, minor typo correction), click “Accept customer name change”.
If the property has changed hands or the subscriber is no longer the owner, click “Deregister” and select the appropriate reason (e.g. “Cancelled by mailer – due to ownership transfer”).
Note: Once deregistered, the customer must re-subscribe if they still wish to receive documents digitally.
Helpful Tips
Export the full Deregister list for bulk reviews or coordination with your rates/property team.
You can search by Contact ID or BVRN to investigate specific cases.
A Contact with multiple subscriptions may have some flagged and others unaffected — treat each case individually.
If no active digital subscriptions remain for the account, Payreq will automatically revert to sending paper mail.
Related Articles
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article