How to raise the datafeeds toubleshooting issue

User Guide: Troubleshooting Datafeeds Issues 

 

There are two main types of datafeeds issues: adviser mapping issues and out-of-balance issues. We will walk you through the process of identifying the issue and provide you with the necessary steps to resolve it. 

 

  1. Identifying the Issue

Before raising a datafeeds troubleshooting inquiry, it is essential to identify the specific issue you are facing. Follow the steps below to determine whether your datafeeds issue is a mapping issue or an out-of-balance issue. 

  • Mapping Issue: If the datafeeds are not coming through under the client's IPS/insurance section, you are experiencing a mapping issue. 
  • Out-of-Balance Issue: If the balances on Xplan do not match the balances from the provider's platform, you are dealing with an out-of-balance issue. 

 

  1. Raising a Datafeeds Issue

Once you have identified the type of issue you are facing, you can raise the datafeeds issue and seek assistance. Follow the instructions below for each specific issue. 

 

2.1 Adviser Mapping Issue 

If you are experiencing a mapping issue, please provide the following information when raising the datafeeds issue: 

  • Provider name: The name of the datafeeds provider. 
  • Adviser ID: Note that for some providers' datafeeds, the adviser ID is a combination of the dealer code and adviser code. 
  • Adviser name: The name of the adviser as registered with the providers. 
  • Example of a portfolio account number that is not coming through on Xplan. 
  • Insurance policy number (for Insurance datafeeds only) that is not coming through on Xplan. 
  • Client ID: The unique identifier for the client affected by the mapping issue. 

 

2.2 Out-of-Balance Issue 

If you are facing an out-of-balance issue with your datafeeds, please provide the following information when raising the issue: 

  • Provider name: The name of the datafeeds provider. 
  • Adviser ID: Note that for some providers' datafeeds, the adviser ID is a combination of the dealer code and adviser code. 
  • Adviser name: The name of the adviser as registered with the providers. 
  • Example of a portfolio account number that is not coming through on Xplan. 
  • Insurance policy number (for Insurance datafeeds only) that is not coming through on Xplan. 
  • Client ID: The unique identifier for the client affected by the out-of-balance issue. 
  • Valuation report and transaction history from inception: Additional information that can be helpful for troubleshooting. Include relevant Valuation reports and transaction history since the inception of the affected accounts. 

 

  1. Contacting Support

Once you have gathered all the necessary information, contact our support channels or the team responsible for handling datafeeds issues. Clearly explain the problem you are facing, whether it is a mapping issue or an out-of-balance issue. Provide the relevant details discussed in steps 2.1 or 2.2, depending on the type of issue. 

Our support team will assist you in resolving the datafeeds issue efficiently and effectively.