If you're experiencing issues with a carrier integration not syncing properly, there are several common reasons this might occur. Understanding the cause helps you determine the appropriate solution.
The most common reason an integration isn't syncing is that it hasn't reached Active status yet.
Pending Status If the integration shows as Pending in the Configure tab, it's not yet active and won't sync any data. Most integrations take up to 60 days to become active after initial configuration. During this time, no automatic data transmission occurs between BerniePortal and the carrier.
Solution: Continue managing eligibility communication manually with the carrier until the integration moves to Active status. Monitor the Pending tab to track progress.
Disabled Status If an integration has been turned off (either manually or due to inactivity), it will show as Disabled and won't sync any information.
Solution: Check the Configure tab to verify the integration status. If it shows as Disabled and should be active, toggle it back On and re-enter the group number to reactivate it.
Even when integrations are Active, data doesn't sync continuously or instantly.
Normal Sync Delays Different carriers sync at different frequencies—some daily, some weekly, some at specific times during the week. The information you're expecting may simply not have synced yet because the carrier hasn't reached their next scheduled sync time.
Solution: Check the "Last Sync" indicator in the Manage tab to see when the carrier most recently synchronized their data. If they last synced several days ago and updates are pending, you may just need to wait for their next sync window.
An incorrect group number can prevent proper integration functionality.
Wrong or Mistyped Group Number If the group number entered during configuration doesn't match what the carrier has on file, the integration may not function properly even if it shows as Active.
Solution: Verify the group number with the carrier or check employer documentation. If incorrect, click the blue highlighted group number in the Configure tab to edit it.
If you've resolved carrier messages but they keep reappearing, there may be a sync timing or resolution accuracy issue.
Not Enough Time for Sync When you resolve a message, the corrected information doesn't reach the carrier immediately—it syncs during their next scheduled sync. If you resolved something recently and expected immediate results, you may just need to wait.
Incorrect Resolution If a message was resolved incorrectly, the carrier will identify that the discrepancy still exists and send the message again after their next sync.
Solution: Check when the carrier last synced. If it's been more than a week since resolution and the message persists, review whether the resolution was accurate. You may need to re-resolve with correct information.
Sometimes the carrier identifies problems that prevent them from accepting the data being sent.
Blocking Data Issues Critical discrepancies (like SSN mismatches or missing required information) may prevent the carrier from processing updates, even though the integration is technically active.
Solution: Check the Manage tab for any Failure messages that might be blocking normal sync operations. Resolve these critical issues promptly.
In rare cases, there may be technical problems with the integration itself.
System or API Problems Occasionally, technical issues on either BerniePortal's side, Ideon's middleware, or the carrier's systems can disrupt normal sync operations.
Solution: If you've ruled out all other causes and the integration still isn't syncing properly, contact the BerniePortal Operations Team. They can investigate whether there are technical issues affecting the integration.
Contact the BerniePortal Operations Team if:
To minimize sync issues:
Most "syncing issues" are actually normal timing delays related to carrier sync schedules or expected pending periods. Understanding these patterns helps you distinguish between normal operations and genuine problems requiring intervention.
For more information about sync timing, see "How often do carriers sync?" and "What is 'Last Sync' and why is it important?"