Adviser > Your business > Technology > Dealing with errors
Dealing with errors
Users of IntelliFlo’s Intelligent Office software are able to get instant valuations for our pensions and bonds.
What to do if you have an issue with the Intelligent Office system
If the issue does not relate to getting a policy valuation for a Scottish Life product then all issues should be referred to the IntelliFlo helpdesk.
Ongoing support
Once you’re up and running, our Web Support team are only an email or phone call away if you have any problems or questions.
Call them on 0845 60 50 401 or email them at websupport@scottishlife.co.uk.
Errors
From time to time you may get an error message when you request a policy valuation. Attached is a list of these errors, and an explanation of what they mean and how you can resolve these issues.
| Error No. Returned | Error Message Returned | Explanation |
| 1001 | Intermediary details are incorrect | Our security checks suggest you are not allowed to view the policy number in question for one of a number of reasons:
|
| 1004 | Message failed security check | The Message failed security checks relating to the the unipass certificate you sent to us. This will likely be for one of four reasons:
|
| 1005 | Contract not found | The policy number is not recognised. It is likely the wrong number is keyed into the Intelligent Office system. - Please check that you have keyed the correct policynumber into the Intelligent office system. |
| 1009 | Contract reference must be supplied | Please contact our Web Support Helpdesk. |
| 1011 | Enquiries on this Product Type/Sub Type not supported by the provider | Unfortunately we do not support every Scottish Life legacy policy on the Intelligent Office system. Please see the section The contracts we support |
| 1014 | Fund Code Type not supported by provider | The user can ask us to provide one of a number of Fund Codes. We support ‘ISIN’, ‘SEDOL’ and ‘MEX’ only. |
| 1016 | Valuation Type not supported | Please contact our Web Support Helpdesk. |
| 1022 | Selected Retirement Dates/Ages unsupported. Planned Date/Age used instead | Please contact our Web Support Helpdesk. |
| 1026 | Contract undergoing alteration. No data can be returned at this time | We are undertaking some work on this policy and has such are not able to confirm the accuracy of the valuations we provide. You should be able to receive a policy valuation in a few days. – Please contact us directly if the policy valuation required is urgent, |
| 1027 | Provider system problem. Details cannot be returned. Please try later | We are experiencing some short term technical issues that do not allow us to issue a policy valuation. We always aim to resolve this as quickly as possible. |
| 1029 | This policy has been surrendered | The policy has been surrendered. For this reason we are no longer able to provide a fund valuation. You may wish to update your records. |
| 1030 | This policy has lapsed | The policy has lapsed. For this reason we are no longer able to provide a fund valuation. You may wish to update your records. |
| 1031 | This policy has matured | The policy has reached maturity date. For this reason we are no longer able to provide a fund valuation. You may wish to update your records. |
| 1032 | This policy has transferred | The policy has been transferred out. For this reason we are no longer able to provide a fund valuation. You may wish to update your records. |
| 1055 | The policyholder has died | We do not provide valuations for policies where we have been told the policyholder has died. |
For professional advisers only
