StepChange Debt Charity

Portal: Troubleshooting AML/KYC Search Errors

Summary

This article outlines common error messages encountered when running an AML (Anti-Money Laundering) / KYC (Know Your Customer) search in Portal and provides guidance on how to resolve each issue. If the problem persists after following the suggested steps, you may need to raise a support ticket.

Guide

Error: “Failed to Save Changes”

Cause:

This may occur due to a temporary issue with Portal or the AML service.

Solution:

Wait 1–2 hours and try again later in the day. In some cases, this may take over night to resolve so please try again the following day.

Error: “Unable to Find Client’s Address”

Cause:

The address information may not be properly populated or selected.

Solution:

Ensure the client’s address is selected from the dropdown menu.

Confirm that SmartSearch has correctly populated all address fields.

Double-check the postcode for accuracy. A common mistake is using the number "0" instead of the letter "O" (e.g., "Y0" instead of "YO").

Error: “Client Not Found”

Cause:

The client’s KYC details may not have been fully synced.

Solution:

Check Pulse to verify if KYC details have been successfully sent.

If the details have been sent, allow 24 hours, then try again.

Error: “The AML Search Service Encountered an Unexpected Problem”

Cause:

This could be due to a system error or incorrect client data.

Solution:

Wait and try again later (after 1–2 hours or the next day).

Review the client’s details in Pulse. Example errors include:

Is the surname only an initial?

Are there spelling mistakes or illegal characters (e.g., apostrophes)?

FAQ’S

Q: Can I try the search more than once in the same day?

A: Yes, but if the issue persists after a few attempts, wait a couple of hours before trying again.

Q: What if all the details look correct but I still get an error?

A: Double-check for hidden formatting issues (such as spaces or incorrect characters), and if still unresolved, raise a ticket.

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