Skip to main content
All CollectionsError Resolution
How are Application submission errors managed?
How are Application submission errors managed?

We work with Brokers and Lenders to quickly resolve any issues that arise when an Application is submitted

Kate Gubbins avatar
Written by Kate Gubbins
Updated over 5 years ago

1. Brokers will see a message saying "Application could not be submitted“ ,they are not presented with error codes

 

2. When a Submit Error occurs, our Help Desk and Operations are automatically notified 

3. Our Customer Support team reach out to the Broker by phone, or failing that by email
​   
​  

4. If the error can be worked around (e.g. a data mapping issue):

  • Customer Support will work with the Broker to get the Application submitted

  • The error will be analysed and a ticket will be created in Teamwork for the relevant party, or our Guidebook team to work on

 

5. If it is a 500 error, we will:

  • Follow your Playbook in Teamwork for contacting the appropriate people to have the issue investigated

 

6. If an issue cannot be resolved immediately, our Customer Support team will:

  • Notify the broker of an ETA

  • Advise when the issue is resolved

 


​Note: If the issue is a submission error, we offer to complete the submission on the Broker’s behalf. If the Broker does not take this up, we advise them when the issue is resolved and the Application is ready for submission.

Did this answer your question?