Problem Number: 537

Affected System: Pulse

Issue summary

This issue occurs when an advisor attempts to run a KYC Check on a client, they get the following error ‘Theres a problem sending the KYC details. Please try again later’. When an advisor checks the clients account on pulse the address details show correctly.

The issue can been seen when you check the SEQ, the clients address details are missing. Example below:

 

Current Workaround

  1. Raise an incident via fresh.
  2. Go to the clients account - contact details.
  3. Choose to enter the address manually. 
  4. Save and go back to verification 
  5. Try sending the information again 
  6. Update the ticket confirming weather this resolved the issue.

Permanent Solution / Accepted Workaround

As of November 2025, there have been no new report incidents of this so the problem record has been closed. Please raise a ticket if this error occurs and follow the work around above.