Troubleshoot contract renewals

The contract renewed, but now I want to change something in the parent contract and recreate the child contract.

In this scenario:

1. Delete the child contract.
2. Edit the parent contract.
3. Manually renew the contract.

The renewal failed, but I didn’t receive a failure notification email.

Renewal failure notification emails are sent to the email address defined as the Main contact in the Company Information page. See your administrator prior to changing this email address as Sage Intacct uses this email address to send important communications regarding updates that might impact your company.

To see a list of failure notification emails sent:

• Go to Company > Setup > History and reports > Email delivery history. If you do not see any renewal notification emails, select Show All Emails in the top-right corner of the page.

After you find the email, resolve the error and then manually renew the contract.

The contract End date is past, but the contract's State is still set to "In progress".

The renewal process didn’t run on my contract.

This can occur due to several different reasons:

• If the contract is stuck in the In progress state and was not changed to Renewed or Not renewed due to an error, you can update the contract state manually.

• The system scheduler might not be enabled. Check the Company Information page and ensure that the Scheduled jobs checkbox is selected.

  Scheduled jobs turns automated jobs on or off, including all recurring transactions, scheduled or offline reports, and renewal templates. Scheduled jobs are run on a daily basis, on or after 12:00 am PT (plus any offset value).

• The Allow import/creation of contracts with past End dates is enabled. Check the Configure Contracts page and clear the Allow import creation of contracts with past End dates checkbox. The next time the scheduler runs (approx. every five minutes), the contract will either be set to Renewed or Not renewed, depending on the contract renewal settings.
• Another type of error occurred when the scheduler attempted to renew the contract. In this scenario, renew the contract manually.

I set a renewal opportunity in Salesforce to not renew, but the Intacct contract is still set to renew.

Renewal opportunity records in Salesforce do not sync to Intacct. To stop renewals, do one of the following:

• Set the renewal flag to false in the original Salesforce opportunity. The original opportunity will sync to Intacct and set the Intacct contract renewal flag to false.
• Leave Salesforce alone and set the renewal flag in the original Intacct contract to false.

After the contract end date, the scheduler will set the Intacct contract to "Not renewed."

Learn more about contract renewals in Salesforce.

Contract ended as "Not renewed".

This can occur when you select renewal information on the contract header but do not select any contract lines to renew.

If you want this contract to renew, reset the contract state to In progress and edit the contract lines to include them in the renewal. See Renew a lapsed contract for more information.

The Renewal Event you scheduled for <date> wasn’t successful.

This error may occur if the company is also subscribed to the Software Digital Board Book (DBB) and the contract line in question contains an item that has been flagged as MRR.

The renewal event triggers an action that attempts to create an automatic journal entry to back out the MRR. The posting date for this journal entry is the contract line end date + 1.

The error condition occurs when the contract line ends before the contract ends. If the period that contains the contract line end date + 1 is closed, the system cannot create the journal entry. This only occurs if you are not using a management reporting user-defined book for your DBB entries.

Do one of the following:

• Open the closed period.
• Update the end date for the applicable contract lines to be the same as the contract end date. This may affect when your MRR is recorded.

Consider contacting your account manager to find out how to move your DBB data to a management reporting user-defined book to bypass the close books process.

Contract renewal failed. ERROR: Total flat amount for the whole Contract cannot be less than 0.

The total contract value of the contract lines selected to renew on the source contract is a negative amount. For example, a discount contract line with a negative Flat/Fixed amount was selected for renewal but no other contract lines were selected for renewal.

Do one of the following:

• If you want the contract to renew: Edit the contract lines as applicable to select the Renew checkbox. See Set up a contract for renewal.
• If you do not want the contract to renew: Edit the contract and clear the Renew checkbox on the Renewals tab.

Then manually renew the contract.

The renewal template's pricing type is Custom, but there's no Custom renewal amount.

When the selected renewal template has the pricing option set to Custom, the system requires at least one custom renewal amount in each applicable contract line's Renewal tab in order to renew the contract.

Do one of the following:

• Add a custom renewal amount to the applicable contract lines.
• Select a different renewal template where the pricing option does not equal Custom.

Contract renewal failed. ERROR: Item <Item ID> is enabled for MRR calculations. Please provide Change type.

This can occur when you change an item's MRR flag after the item is already used in an in progress contract line and then the contract renews.

To resolve this error for current and future contracts:

1. Set the item to Inactive. This stops the item from being selected in future contracts.
2. Set all existing contract lines that use this item to "Not renew".
3. Create a new item and flag the item as MRR.
4. Add "Renewal only" contract lines on the applicable contracts for the new item.
5. Manually renew each contract that failed.

Changing an item's MRR field only affects new transactions or contract lines going forward. It will not affect existing transactions or contract lines. The best practice is to not change an item's MRR setting once the item has been used in a transaction.

If you need to change your item's MRR configuration after implementing Digital Board Book (DBB), contact your Sage Intacct account manager for more information.

The contract <contract ID> has ended, but errors are preventing the state from being changed.

The renewal didn't happen properly: Record modified by someone else.

This error can occur when you’re trying to manually renew a contract.

Press F5 to refresh the Contract page and then try manually renewing the contract again.

Contract <contractID> is set up to renew to the evergreen term type. Specify Renew = false for all contract lines that do not have Billing method = "Fixed price" and Billing frequency = "Include with every invoice", OR that do not have Billing method = "Quantity based", Reset usage quantity = "After each invoice", Quantity type = "Variable", and Usage quantity recurs = "false".

Only termed contract lines with the following options can be renewed to an evergreen contract:

For Billing method = Fixed price:

• Flat/fixed amount frequency = Include with every invoice

For Billing method = Quantity based:

• Quantity type = Variable
• Flat/fixed amount frequency = Include with every invoice
• Reset usage quantity = After each invoice
• Usage quantity recurs = false

If the contract you want to renew as an evergreen contract also has termed contract lines that should renew, do the following instead of renewing the contract to an evergreen contract:

1. Create a new evergreen contract for just the recurring contract lines.
2. Then set up the termed contract lines to renew into a termed contract.

Learn how to set up a termed contract to renew to evergreen.

Why did Intacct send the internal or customer renewal notification on <x> date?

Intacct creates the child renewal contract on the trigger date, which is the earlier of the renewal date minus the number of days specific in the renewal template OR the renewal date minus the renewal bill-in-advance period.

Customer and internal notifications are sent on the date specified by the renewal template. This can be x number of days before or after the renewal date. And if you have both customer and internal notifications, this can be two separate dates.

For example, say that the contract ends on May 31. The renewal date is the contract end date + 1, so the renewal date is June 1.

The renewal template indicates:

• the renewal should be created 7 days before the renewal date
• the internal notification should be sent 30 days before the renewal date
• the customer notification should be sent 14 days before the renewal date.

In this scenario, Intacct creates the child renewal contract on May 25, sends the internal notification on May 2, and sends the customer notification on May 18.

If the customer or internal notification was sent on an unexpected date, check the renewal template to see what the correct interval should have been. Also, check the audit history for both the contract and the renewal template.

Changes to a renewal template will not affect an existing contract. However, if the existing contract was also edited to stop and then start renewals and the updated renewal template was selected, the notification dates will use the updated template dates.

The best practice is to not edit renewal templates that are associated with contracts. Instead, create new renewal templates with the desired options to use going forward.