When I run the AML search in Portal, I get a ‘Failed to Save Changes’ error message.

  • Try again later in the day (1-2 hours later) or the following day. 

When I run the AML search in Portal, I get a  ‘Unable to find clients address’ error message.

  • If you're selecting the client's address from the dropdown menu, are the address variables populated by SmartSearch in the right place(s)?
  • Has the client entered their name incorrectly during Pulse session / activation e.g. Surname is just a single initial, clear spelling mistake or illegal character
  • Is the post code correct? E.g. often clients enter post codes that have a numerical 0 instead of the letter O e.g. "Y0" for York would be incorrect, it should be "YO"

When I run the AML search in Portal, I get a ‘Client not found’ error message.

  • Check Pulse to ensure that the KYC details have been sent successfully
  • If the details have been sent by Pulse then please allow 24 hours and then try search for the client again. 

When I run the AML search in Portal, I get a ‘The AML Search service encountered an unexpected problem’ error message.

  • Try again later in the day (1-2 hours later) or the following day. 



If you are still having the issue after trying the above please raise a ticket quoting this article and which workaround/s you have attempted.