Condo Manager: Fix Incorrect Balances on Collection Letters

Collection letters in Condo Manager usually show the wrong balance because the letter is pulling from the wrong “as of” date, the wrong balance type (ledger vs. aging), or the owner ledger has unapplied items (credits, payments, reversals) that make the live balance different from what the letter template expects. Check the owner’s ledger first, then the collection/letter settings, then rebuild/refresh the balance source and retest on one account.

 

Verify the balance on the owner ledger (source of truth)

 

• Open the unit/owner account ledger and confirm the current balance matches what accounting expects.
• Look for unapplied payments: money received but not applied to charges will make letters look high.
• Look for credits (credit memos, adjustments) sitting open; letters may ignore them depending on settings.
• Check for reversed or voided items that still appear in history but should not count.
• Confirm posting dates: a charge posted with the wrong date can fall outside the letter “as of” date.

 

Confirm what the collection letter is actually pulling

 

• In the collection/letter setup, verify the balance basis: some letters use ledger balance, others use aging balance (past due buckets). If the HOA has future charges posted, ledger can be higher than “past due.”
• Check the as of date used by the letter run. If it is set to a prior month-end, recent payments will not reduce the printed balance.
• Confirm whether the letter includes late fees, interest, attorney fees, or collection fees. If those are calculated separately, the letter may show them even if management is excluding them in reports.
• Verify the assessment/charge codes included. If a special assessment code is excluded, the letter can look too low.

 

Check common configuration mistakes

 

• Auto-apply rules mis-set: payments applied to the newest charge instead of oldest past due can make “past due” look wrong.
• Prepaid balances: owners with a credit may still show past due if charges are in a different category not covered by the credit.
• Multiple owners or transfers: balances can sit on a prior owner record if the transfer was not finalized correctly.
• Batch posting timing: letters generated before nightly/monthly posting updates can reflect old totals.

 

Test, refresh, and troubleshoot

 

• Run the letter for one unit and compare line-by-line to the ledger and an aging report for the same “as of” date.
• If everything is correct but the letter is still wrong, try a recalculate/rebuild aging or refresh balances (wording varies by version). Then rerun the test letter.
• If the letter template uses merge fields, confirm it is mapped to the correct balance field (ledger vs aging vs past due).

 

If all requirements are already met and it still shows wrong

 

• Assume a template field mapping issue or a system calculation issue. Export the owner ledger and the letter preview and send both to Condo Manager support.
• Ask support to confirm the exact definition of the balance field used in the letter and whether any known issues exist for your version.