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How do I track the progress of a task in Adviser Online?
You can view the status of a task through "Manage Transactions", where there will be 3 tabs:
- Digital Approval
You will receive an email once there are no more forms for Adviser Online to submit. If a form couldn’t be processed, then you’ll be notified in this email that “Something went wrong”. 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 – so that you can resubmit them when it makes sense to do so.
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How do I track the progress of a specific form after I’ve requested Adviser Online to submit it?
You can track the progress of your forms through "Manage Transactions", then selecting “Submitted”. The following icons are used to indicate how your form is progressing:
|Icon state||Icon||AOL status||Australian Retirement Trust milestone|
|State 0||Waiting||Waiting for Adviser Online to submit.|
|State 1||Transaction received||Initiated|
|State 2||In progress||In progress|
|State 3||In progress||Completed, waiting to be Quality Checked for accuracy.|
|State 4||In progress||Reprocessing, Quality Check has occurred, and a portion of the task needs to be re-done.|
|State 6||Merged and closed||Merged with an existing request.|
|State 7||Rejected||Closed - Please call 13 11 84 if you haven't received notification.|
|State 8||Failed||Failed investment switch. The team will manually complete this automatically.|
A form I submitted is showing as 'Waiting' - Why?
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 ‘Waiting’ when you’ve requested Adviser Online to submit them, but they haven’t yet been submitted.Back to top
When will forms submitted via Adviser Online be processed?
With the exception of Change of Details and Beneficiary Nominations, form(s) will be processed in the order that you’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.Back to top
How do I track the status of a form my client has digitally signed via Advisor Online DocuSign?
After client approval, navigate to "Manage transactions" where there will be 3 tabs. Any approved requests are located under the "Submitted" tab.Back to top
I chose digital approval, but my client didn’t approve within 7 days, what can I do?
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.