Common escalation scenarios — causes, resolution steps, and when to escalate to Client Support.
🚨 Unexpected Cash in the Funding Sleeve
Common Causes | Resolution Steps |
CMA schedule amount didn't cover all incoming cash | Review schedule amount vs. actual deposit received; submit a one-time CMA deposit for the excess |
Withdrawal was raised but not swept at the custodian | Confirm custodial withdrawal was processed; if not, action at custodian |
No CMA schedule is active but cash still routing here | Check whether a CMA schedule was recently created or is still open |
Escalate if: excess cash has been in the Funding Sleeve for multiple business days with no explanation and no open schedule.
🚨 CMA Shows "Complete" But Cash Not Invested
Common Causes | Resolution Steps |
Pro Rata on account with many holdings — individual lots fell below minimum transaction size | Switch to Rebalancer method; submit a one-time Custom CMA deposit for the accumulated Funding Sleeve balance |
Rebalancer method used but Managed Portfolio cash is within the target threshold band | Check Managed Portfolio cash vs. threshold — within-band cash won't generate trades; no action needed if within tolerance |
Funding Sleeve balance too low for the scheduled transfer occurrence amount | Confirm custodial deposit was received before the transfer occurrence date; top up if needed |
Escalate if: method has been corrected and Funding Sleeve balance continues to grow without trades generating.
🚨 Managed Portfolio Sleeve in a Debit
Common Causes | Resolution Steps |
Custodial trade-away posted here while cash was in the Funding Sleeve | Submit a Custom CMA deposit to move Funding cash to the Managed Portfolio, then rebalance |
CMA withdrawal raised cash but the sweep was short | Confirm withdrawal amount vs. funds raised; rebalance remainder |
Negative from rebalance overshoot | Review rebalance history and trade execution; contact support if persistent |
Escalate if: debit persists after CMA deposit and rebalance.
🚨 Account Not Appearing in High Cash Queue Despite High Custodian Balance
Common Causes | Resolution Steps |
Excess cash is in Funding Sleeve, not Managed Portfolio | Check sleeve breakdown; Funding cash is invisible to the Rebalancer |
Managed Portfolio cash is within threshold band | Review threshold settings; within-band cash doesn't trigger the flag |
Cash is in Protected Sleeve | Protected cash is non-transactional and excluded from the Rebalancer |
Escalate if: Managed Portfolio cash is clearly above threshold but the account is not appearing in the queue.
🚨 CMA Transfer Occurrence Failed
Common Causes | Resolution Steps |
Multiple same-day schedules with different methods | Review CMA schedules; consolidate or remove conflicting schedules, then resubmit |
Funding Sleeve balance too low for the scheduled amount | Confirm custodial deposit was received; add funds if needed |
Transfer occurrence date fell on a non-business day | CMA adjusts automatically — if the failure persists, review the date logic and resubmit |
Escalate if: failure reason is unclear after checking schedules and balances.