Troubleshooting & Technical Support
What does it mean if a carrier hasn't synced recently?
A carrier that has not synced recently has an older recorded Last Sync time than other carriers or than you expect. The time shows when that carrier was most recently updated in Carrier Exchange; it does not confirm that a particular enrollment ...
What should I do if an error message keeps appearing?
A carrier message can return after a carrier sync when the underlying discrepancy remains. This commonly happens when the wrong value was selected during resolution or when the carrier value was selected but the matching employee information was not ...
Why isn't my integration syncing?
Use the integration status to identify why an integration is not syncing. Last Sync shows the most recent carrier update after an integration is active. Who can use Carrier Exchange? Carrier Exchange is available to General Agency and Agency users, ...
What are common examples of Failure messages?
Failure messages are carrier-reported issues that block a member's enrollment. In the Manage Carrier Messages screen, a message is a Failure when the carrier notification has a failure severity. Failure is a severity, not a fixed catalog of error ...
What are common examples of Warning messages?
Warning messages identify potential issues that do not currently block a member's enrollment but may need attention to prevent future problems. Example An Employment Status discrepancy can be a warning. Review the message details in the Resolve ...
Can employers resolve messages themselves?
Yes. Employers with an active carrier integration can resolve carrier messages for their own organization from Benefits > Manage. To resolve a carrier message: Select Benefits > Manage. In Manage Carrier Messages, find the message and select RESOLVE ...
What is "Last Sync" and why is it important?
Last Sync shows the most recent carrier-sync activity recorded for an active carrier integration. In the Manage tab, it appears as a relative time followed by the carrier name. Where to find Last Sync In an employer account with an active carrier ...