Question 1

How do I track the progress of a task in Adviser Online?

Accepted Answer

You can view the status of a task through Manage Transactions, where there will be 3 tabs: Incomplete, Digital Approval, Submitted. You will receive an email once there are no more forms for Adviser Online to submit. If a form couldn&rsquo;t be processed, then you&rsquo;ll be notified in this email that &ldquo;Something went wrong&rdquo;. And if we rollback any Digital Forms to your Adviser Online, this email will also notify you of which Digital Forms have been rolled back &ndash; so that you can resubmit them when it makes sense to do so.

Question 2

How do I track the progress of a specific form after I&rsquo;ve requested Adviser Online to submit it?

Accepted Answer

You can track the progress of your forms through Manage Transactions, then selecting Submitted

Question 3

A form I submitted is showing as 'Waiting' - Why?

Accepted Answer

With the exception of Change of Details and Beneficiary Nominations, form(s) will be processed in the order that you have requested them to be submitted, and each form will not be submitted by Adviser Online until after the previous form(s) has been submitted/processed. Forms display as &lsquo;Waiting&rsquo; when you&rsquo;ve requested Adviser Online to submit them, but they haven&rsquo;t yet been submitted.

Question 4

When will forms submitted via Adviser Online be processed?

Accepted Answer

With the exception of Change of Details and Beneficiary Nominations, form(s) will be processed in the order that you&rsquo;ve requested them to be submitted, and each form will not be submitted by Adviser Online until after the previous form(s) has been submitted/processed.

Question 5

How do I track the status of a form my client has digitally signed via Adviser Online DocuSign?

Accepted Answer

After client approval, navigate to Manage transactions where there will be 3 tabs. Any approved requests are located under the Submitted tab.

Question 6

I chose digital approval, but my client didn&rsquo;t approve within 7 days, what can I do?

Accepted Answer

If the request is declined by your client, or if it expires, then you can call us and request us to roll back digital forms so that you can edit or re-request them via Adviser Online when it makes sense for you to do so.

Tracking tasks & timeframes