FAQ and troubleshooting
“My commission looks wrong”
Section titled ““My commission looks wrong””Work through it in this order:
- Check the source label. The commission figure carries a label saying which layer produced it. A change in label explains a change in value that is not an error.
- Check for doubling. If a total is roughly twice what you expected and a delivery has landed recently, that is the classic symptom of reading historical record versions as well as current ones. Report it immediately — it is a defect, not a nuance.
- Check whether you are looking at a total or a line item. Approved results and payment events are different things and must not be added together.
- Check the definition of “net”. Gross, net, deductions, and reversals are separate fields. A net figure is only meaningful next to the items that produced it.
If the dashboard total and the operations summary disagree, stop and report it: those two are produced by one query and are guaranteed to match.
“A new agent can’t see income”
Section titled ““A new agent can’t see income””Four checks, cheapest first:
- Is the agent licensed? An unlicensed broker has no premium-based income, by design, and the app hides commission and promotion accordingly.
- Is the app account linked to the agent record? An unlinked account signs in fine and shows the wrong kind of screens.
- Is the producer code correct — or is an alias missing? Agents recorded under more than one identifier need the alias, not a corrected code.
- Does any layer of the commission chain have data for them? If none does, the source is
noneand the correct display is “no data yet”, not a zero.
“Why is a number rounded?”
Section titled ““Why is a number rounded?””Money is handled as decimal or fixed-point values and displayed with a fixed number of decimals, so the display rounds — the stored value does not. Where a total looks like it does not add up from its line items, compare the underlying values rather than the rounded ones, and treat a genuine mismatch as a defect worth reporting.
“Why does it say the data is delayed?”
Section titled ““Why does it say the data is delayed?””Because the platform has not received a valid new delivery inside the freshness window. That is a statement about the feed, not about your commission.
What to do: check the last successful delivery time and its result. If the previous batch completed cleanly, the platform is still showing that batch, correctly labelled. Do not treat the figures as current, and do not re-import anything to “fix” it — a re-import cannot extend the window. If a delivery failed verification, it is refused as a whole with an error code rather than partially applied.
“The policy is on my list but there’s no commission”
Section titled ““The policy is on my list but there’s no commission””That is possible and often correct. A policy can be on your list because you are the client’s advisor, while somebody else is the producer. Where the relationship is not confirmed, the platform shows it as pending instead of guessing. See Policies, clients, and license holders.
“I can’t see a page my colleague can see”
Section titled ““I can’t see a page my colleague can see””Check permissions before assuming breakage. Capabilities are granted individually, so reading a page, changing a switch, and making a specific decision are separate permissions. A missing control usually means permission; a disabled control means the platform is telling you something about the current state.
“Sign-in keeps failing”
Section titled ““Sign-in keeps failing””- Confirm the identifier: agents and members can use either their login ID or their US mobile number. Non-US numbers do not work for phone sign-in — use the login ID.
- Back-office users sign in with a username and a company code.
- After several consecutive wrong passwords the account locks briefly. Stop retrying; the lock clears on its own and one correct sign-in then works.
“I see somebody else’s data”
Section titled ““I see somebody else’s data””Sign out completely and sign in again, then report it. Account switching without a clean sign-out is the usual cause, and the pattern matters: two accounts in the same tenant seeing each other’s scope is a bug, and two tenants seeing each other’s data is a serious one. Report either — do not try to reproduce it by logging into more accounts.
Still stuck?
Section titled “Still stuck?”Send the delivery and comparison details listed in Before you trust a number. Counts, group keys, and timestamps identify the problem; client names and policy numbers do not, and should stay out of tickets.