Troubleshooting & FAQ ===================== Signing in and access --------------------- **"Invalid email or password" on the sign-in page.** Check the address (sign-in is by email, not username). If the problem persists, ask your administrator to reset your password. **"You are not a member of any tenant." after signing in.** Your account exists but has no active tenant membership. An administrator must grant you one (:doc:`tenant-administration`). **"You do not have access to this tenant."** You tried to work in a tenant where your membership is missing or deactivated. Switch to a tenant you belong to, or ask an administrator to (re)activate your membership. **I was suddenly returned to the sign-in page.** Your session or token expired, or your access was revoked. Sign in again. **A screen shows no data that you know exists.** Check the tenant switcher — you may be working in a different tenant than you think. Also check whether a KPI filter tile is active (use **Clear filter**). **"Couldn't load data" with a Retry button.** The request to load that page or table failed (a dropped connection, a timed-out request, or the server briefly unavailable) — it is *not* the same as a genuinely empty list. Click **Retry** to re-fetch. A short-lived toast in the corner carries the specific error. If it keeps failing, check your connection and, if it persists, your administrator. "Cannot … with status …" messages --------------------------------- Most lifecycle actions are only valid from specific states. The platform refuses anything else with a message naming the current status. Common cases: .. list-table:: :header-rows: 1 :widths: 45 55 * - Message - What it means / what to do * - *Cannot submit an application with status 'Submitted'.* - Only drafts can be submitted; this one already was. * - *Cannot approve/reject an application with status 'Draft'.* - The application must be submitted first. * - *Cannot revoke an invitation with status 'Accepted'.* - Only pending invitations can be revoked. Once accepted, act on the application instead. * - *Cannot confirm/reject an appointment with status '…'.* - Confirm/reject only apply to *pending* filings. * - *〈Producer〉 already has an active appointment with 〈Company〉 in 〈Jurisdiction〉.* - Only one active appointment is allowed per producer, company and jurisdiction. Renew or use the existing one. * - *Cannot acknowledge an alert with status 'Resolved'.* - The alert is already closed. * - *Cannot sign a contract with status 'Draft'.* - Send the contract for signature before recording one. * - *Cannot void a contract with status 'Signed'.* - Signed contracts are permanent legal records. * - *Signer name and email are required to sign.* - Fill in both signer fields when recording a signature. * - *Cannot approve an award with status 'Paid'.* / *Cannot pay an award with status 'Pending'.* - Awards move strictly pending → approved → paid. * - *Plan '…' v… is locked by a signed commission schedule; create a new version to change rates.* - A producer signed this rate card — it is frozen forever. Use **New version…** and edit the successor. * - *The producer already has a plan assignment overlapping this period; close it first.* - End-date the existing assignment before adding one for the same dates. * - *Only finalized statements can be disputed.* - Draft statements are staff work-in-progress; producers only see (and can only question) finalized ones. * - *Cannot commit a job with status '…'.* - A bulk job commits exactly once, from *validated*. Re-run the operation to build a fresh job. Hierarchy --------- **"This producer already has an active upline."** Each producer has at most one active upline. Remove the existing link first, or use a book transfer. **"This link would create a cycle in the hierarchy."** You tried to place a producer under someone in their own downline. Restructure from the top down. **"A book cannot be transferred to the same producer."** Pick a different receiving producer. Targets, scores and commissions look wrong or empty --------------------------------------------------- **A target's Actual is "—" or out of date.** Attainment is recompute-driven. Click **Recompute attainment** on the active plan, and confirm production data has been ingested for the period (:doc:`integrations`). **A producer-subject target looks too high.** That is the roll-up: a producer's target counts their whole active downline. Scope the target with a product/jurisdiction, or target a lower node in the hierarchy. **"A producer-subject target requires a producer."** Same for the team equivalent — pick the producer or team that matches the chosen subject type. **The Scorecards page says "No scores computed yet."** Scoring runs in the background; it needs ingested production data and at least one scoring run for the period. **A commission statement has no lines.** No ingested commission transactions fell in the chosen period. Check the period bounds and the ingestion batches; re-generate the statement after data arrives (re-generating replaces the lines). **A statement shows "unverified".** No commission plan covers the producer for the period, so there is no agreed rate to check against. Assign a plan (:doc:`commissions`) and re-generate. **A statement flags a variance I don't understand.** Verification compares plan-expected **base** commission for policies *written* in the period against base actually received — overrides, bonuses and chargebacks are excluded, and payments a few days late still match. Look for the yellow *"Expected commission not received"* lines: those are the policies the PAS never paid base on. **Production isn't landing on a producer.** Ingested rows match producers by **NPN**. Check the producer's NPN and the batch's *unresolved* count. Compliance ---------- **"No compliance alerts — run a monitoring sweep to check."** Alerts appear when monitoring runs. Click **Run monitoring sweep** for an immediate check. **The same issue did not create a second alert.** Alerts de-duplicate: while one is open for the same producer, type and credential, no duplicate is raised. Resolve or dismiss the open one. Bulk jobs --------- **"Bulk jobs are limited to 5000 rows. Split it into smaller batches."** Exactly that — narrow the selection or split the CSV. **"For-cause terminations cannot be processed in bulk…"** By design: for-cause requires individual producer notice and regulator reporting. File it from the producer's page. **Most of my rows came back "Skipped".** Skips are safe no-ops, not errors — the row was already done (already appointed, already invited, producer already exists…). Only *Invalid* and *Failed* rows need attention; use **Download error report** on the job. **A committed job says "Completed with errors".** Some rows failed during commit. Open the job on the Bulk jobs page, download the error report, fix the causes and re-run just those rows — already-succeeded rows will be skipped on the re-run. The producer portal ------------------- **A producer never receives the sign-in link.** The request page always claims success (it never reveals which emails exist) — so first check the *Portal access* card on the producer's page: is access granted, and to *which* email? Use **Send sign-in link** to re-send. **"This sign-in link is invalid or has expired."** Links expire after 30 minutes and work once — and requesting or using a newer link invalidates older ones. Request a fresh link. **A producer says they "can't see this month's statement".** The portal shows **finalized** statements only; drafts are internal. Finalize the statement to publish it. Webhooks -------- **Events pile up as "pending".** Either no active webhook endpoint is registered (register one — pending events deliver on the next relay) or the relay has not run yet (use **Relay now**). **An event is "failed".** Delivery failed 8 times and was dead-lettered; the last error is recorded on the event. Fix the receiving endpoint, then **Retry** the event. **My receiver gets duplicates.** Delivery is at-least-once by design. De-duplicate on the ``X-TigerDistribute-Delivery`` header (the unique event id).