Pulse – Writeback Error

Summary

This article outlines common reasons for Writeback errors in Pulse and how to resolve them before raising a support ticket. Addressing these checks can often fix the issue without escalation

Things to Check Before Raising a Ticket

  • Has only one solution been selected?  

Go to the Review Summary page and check the chosen solutions.

If multiple solutions are selected, put the client back into Debt Advice and ensure only one solution is selected.

  • Is the postal address missing from the Writeback request? 

There’s no visible error, but:

Go to Contact Details and reselect the address from the dropdown.

Click Save, then continue through to Activation.

If that doesn’t work, enter the address manually, save, and proceed through Activation.

  • Do any of the client’s debts have a £0.00 balance?

Either remove the debt or update it to the correct amount.

  • Are any debt balances under £1.00?

Update any balances under £1.00 to exactly £1.00, then retry the Writeback.

  • Has the client selected a preferred contact method?

Ensure email, phone, or post is selected according to the client’s preference.

  • Are more than 20 organisations being signposted?

The system allows a maximum of 20 organisations. Remove any extras.

  • Do all budget items have a balance and reason selected where required?

Ensure every budget item includes a balance and, where needed, a selected reason.

  • Is employment status, marital status, or housing situation blank?

Complete all fields in the client’s profile.

  • Does the Assets section show a £0.00 balance?

Ensure this section is completed with a valid amount.

 

If the issue is resolved, we would apricate you raising a ticket and letting us know which of the above methods resolved the issue for you. This helps us track the most frequent issues.

It the issue persists, let us know that you followed this article and our Application Support team will investigate the matter further.

Revision History

Version

Change

Actioned by

Date

0.1

Document re-format

Melissa Eyre

30/05/2025

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00/00/2025