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 (Tenant setup & 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Your session or token expired, or your access was revoked.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:

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 (Integrations: PAS data & webhooks).

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 (Commissions: plans, statements, splits & payouts) 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).