A couple of things to check before raising a ticket.
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Has only 1 solution been selected?
- This can be identified by going to the review summary page and looking at the chosen solutions.
- To resolve this issue you will need to put the client back into debt advice so only 1 solution can be selected.
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The postal address is missing from the writeback request.
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There is no indication you will see for this but if you go to the contact details and
- Select the address again from the drop down list and then save and continue through to activation again.
- If the above does not work then select for the address to be manually entered, save and continue through to activation again.
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There is no indication you will see for this but if you go to the contact details and
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Do any of the clients debts have a zero balance?
- To resolve, please remove the debt if the balance is zero, or update to the correct amount
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Are any of the debt balances less than £1.00?
- If any balances are less than £1.00 please update the balance to £1.00 and then attempt the writeback again.
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Has the client selected a preferred contact method?
- To resolve, please select, email, phone or post, according to clients preference.
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Is there more that 20 organisations being signposted?
- To resolve you will need to remove some organisations until you are left with 20 as this is the max limit.
7. Do all budget items have a balance and a reason selected where required?
- To resolve, please ensure all budget items have a balance and a reason selected.
8. Is the employment status, marital statue or housing situation blank?
- To resolve, please ensure this is completed.
9. Does the assets section have a £0 balance?
- To resolve, please ensure this is completed.
If your issue is now resolved due to any of the above scenarios please raise a ticket advising which scenario this was so we can track how often each incident is occurring.
If you still have an issue please raise a ticket advising that you have tried all the workarounds on this solutions article.