Sometimes you might find that a Contact's Match Campaign has been terminated. There's a couple of reasons for this - see below for common errors and how to fix them.
Record is owned by Rex Support Team
If a Contact record is owned by Rex Software Support Team, it will cancel the Match Campaign. The reason for this is because the Match Alerts show as coming from the record owner of the Contact - you don't want your Contacts contacting us, so it gets cancelled.
To fix this up, you'll just need to reassign the Contact to the relevant user who should own the record. For more info on reassigning the owner, check out: Rex Concepts: Record Permissions
Once you've changed the owner, turn the Campaign back on: Match Profiles: Add a Match Profile Campaign
Invalid email address associated with a Contact
If at any point the system tries to send a Match Alert to a Contact with an invalid email address, the Match Alert will be deactivated. For more info on fixing their email address, see the following help content: Invalid Emails: Invalid Emails in the Contact Module
Once you have fixed the issue with the email, turn the Campaign back on: Match Profiles: Add a Match Profile Campaign
Alert won't Send
If your Match Campaign has not expired and their email address is correct, the issue is most likely the record owner's privileges. This can happen if you have an Agent that doesn't use Rex, so you haven't given them a role of Privileges. To fix this:
- Hover over Settings in the left side menu > Users & Security > Rex Users
- Open the record owner's user profile
- Go into the Privileges tab
- Add a role to the user - see Users & Security: Adding a New User for info on setting a role.