Errors When Sending

If you get an error sending, there are different ways to report the issue. If the proposal has returned and error, and you are aware of the problem, you are able to reset the proposal yourself via the new icon on the send screen. You can do this a maximum of 3 times, after this the system will direct you to the client portal instead. (Proposal reset how to guide can be found here.)

You can use the client portal to request a proposal reset and the system will ask for the proposal number and a short description.

You can also call the Client Services team on 03333 448 442, If you do call them, they will ask you for the proposal number. This can be found on the proposal summary, optimiser and send screens (towards the top).

If you have a development request (i.e. something about the system you would like changing), you can also report this through the client portal using the “Report an Issue” section. You will be required to enter a brief summary, a description, and example proposal number (if possible) or any supplemental documentation (screenshots, rate & terms etc.)