Here's a scenario. You want to send a new prospect the Privacy Consent and Credit Guide documents for acknowledgement via FinanceVault. The BrokerEngine automation is working just fine, but suddenly, you get a credit guide error message on the Document Request page. What do you do?
This article walks you through a list of possible error messages so you can resolve the problem yourself or learn how to get help.
Contents
Prerequisites
Before digging into the error messages, make sure you have integrated your BrokerEngine account with your Suite360 account and entered FLEX credentials.
Next, make sure everybody on your broker team has Suite360 access. If the broker has a Suite360 account but the currently logged-in team member does not, that team member cannot generate a credit guide request on behalf of the broker.
Starting with the basics
Users can sometimes solve errors with a quick fix. Try these steps first.
Go to the Integrations (Account icon > Settings > Integrations). Disconnect the 360 integration and then reconnect with your account.
Click the Regenerate icon near the error message. Yes, it's a long shot, but it does work on occasion.
Understanding the error messages
If a quick fix cannot solve the problem, BrokerEngine displays an error message. The table below lists the possible error types and solutions.
Error Message | User Action |
An unexpected error occurred. Please contact support. | Click the BrokerEngine support icon and send us a message. |
Your integration with Suite360 has expired. Please refresh your integration at Settings > Integrations > Suite360 and try again. | Re-enter your Suite360 account credentials. |
To generate a Credit Guide, you will need to set up your integration with Suite360. Please do this at Settings > Integrations > Suite360 and try again. | Re-enter your Suite360 account credentials. |
Error 12. We couldn't find a match for the Broker ID you provided. Please check your Broker ID at Settings > Integrations > Suite360, ensuring it is in the correct format. | Re-enter your Suite360 account credentials. |
Error 13. It looks like you're trying to generate a Credit Guide for a broker in FLEX that you do not have permission to access. Please ensure your Suite360 credentials give you permission to access this broker in FLEX. | See below for details. |
Error 13. It looks like you don't have sufficient permissions to access this data. Please verify you have appropriate permissions to access this data in FLEX. | See below for details. |
Error 14. We couldn't find a match for the Broker ID you provided. Please check your Broker ID at Settings > Integrations > Suite360, ensuring your Broker ID is in the correct format. | Re-enter your Suite360 account credentials. |
We encountered an error processing your request [FlexProcessingError: Cannot parse response]. Please try again. If the problem persists, please contact support. | Clear your browsing history. If that doesn't work, click the BrokerEngine support icon and send us a message. |
Error 11. There is a problem with your Suite360 integration. It looks like your Organisation ID is missing. | Clear your browsing history. If that doesn't work, click the BrokerEngine support icon and send us a message. |
There is a problem with your Suite360 integration. It looks like your Loan Writer ID is missing. | Clear your browsing history. If that doesn't work, click the BrokerEngine support icon and send us a message. |
There is a problem with your Suite360 integration. It looks like your Loan Writer licence option is not selected. | Log in to your AFG account and read this article. |
There is a problem with your Suite360 integration. | Clear your browsing history. If that doesn't work, click the BrokerEngine support icon and send us a message. |
There is a problem with your Suite360 integration. It looks like your IDR (Internal Dispute Resolution) information is missing. | Log in to your AFG account and read this article. |
There is a problem with your Suite360 integration. It looks like your NCCP licence has expired. | If your licence has expired, email the CL50 form to the AFG compliance team. |
There is a problem with your Suite360 integration. It looks like your IDR (Internal Dispute Resolution) information is missing. See this article for more information. | Log in to your AFG account and read this article. |
Looks like the server is taking too long to respond. Please try your request again after a brief moment. | Wait a few minutes and try again. |
Code 403: The Credit Representative must have an ACR status selected. | TBA |
Understanding error 13
This is the most common error. There are four possible causes and four solutions.
a. Incorrect FLEX permissions (common for loan writers and admin users)
The user's FLEX login is set to AFG Loan Writer - No Commissions. To confirm, contact your AFG Partnership Manager and ask if the current permissions grant the broker access to the Credit Guide.
Solution - Change the user's FLEX permissions to Master Agent.
b. Wrong user login
This error can occur when the user has access to two or more broker/ FLEX org accounts. The user logs into one account (with one set of integration credentials on the Settings page) and tries to generate a credit guide that sits inside a different account/org (with different credentials). Basically, the user is logged into one account and gets an error message because they're trying to access a feature in a different account.
Solution - Confirm the login accounts are not mismatched. If that does not solve the problem, contact the BrokerEngine support team.
c. Wrong org
AFG organises accounts into tiers: parent orgs and child (or sub) orgs. A user in a parent org can generate credit guides for any account in the parent org or related lower-tier child orgs. Those permissions do not work in reverse. A user logged into a child org cannot generate a credit guide for an account in a higher-tier parent org.
Solution - Contact your AFG Partnership Manager or the BrokerEngine support team to confirm your org.
d. Wrong 360 account
The broker has multiple Suite360 orgs (e.g. Jack1 and Jack2) and enters the wrong account credentials on the BrokerEngine integrations page. In effect, there is an account mismatch.
Solution - Log in to your BrokerEngine account incognito, disconnect Suite360, and then reconnect with the correct account credentials for the current BrokerEngine account.
Best practice tip
If you have multiple Suite360 accounts, enter integration credentials with your browser in incognito mode to avoid potential conflicts with the saved history.
And now for something completely different
This final error is rare, but it does occur. The user tries to generate a credit guide, but the status changes to Not Sent Generating. There is no error message, but the page seems frozen.
The cause is a comedy of Monty Python-esque errors. One logged-in user tries to generate a report and gets an error message. At that same moment, another user logs in, sees the error, and refreshes the page. The backend server gets overwhelmed with conflicting instructions and freezes.
The solution is simple and elegant.
Open the card in full view mode.
Go to the top of the page and click the More link.
Select Disable Credit Guide and then Continue in the confirmation popup. BrokerEngine automatically removes the Credit Guide request on the FinanceVault page.
Click the More link again and select Enable Credit Guide. Go back to the FinanceVault page and generate the credit guide.
Alternative Solution for Multiple Accounts
Open browser in Incognito mode
Login to BrokerEngine
Go to Integrations > Suite360
Click “Connect”
Login using correct email address
