If you don't find the issue you're dealing with in the templates provided, please reach out to your Customer Service Representative for assistance!
Flags
Flags occur due to an issue in the automation process within each workflow stack.
The flag will alert you to the issue at hand so you can work on correcting it. Click the X in the top right corner to remove the flag.
Common flags:
Reconciliation Failed:
Ensue all values have been extracted properly and that they equal the correct gain/loss ratio. This flag is commonly found in
Original Uploads (no action required)
Trust Accounting/Todo
Missing Required Fields:
The flag will let you know which specific extraction was not properly pulled. Tag the field on the statement or add it to the Investment Dashboard. If the field is required, you may need to click "retry failed" in order for the statement to complete saving. This flag is commonly found in
File It
Trust Accounting/Todo
Account Balance is 0:
Please verify that the beginning and ending balances have been extracted correctly as "0." If there is a value, please tag the balance on the statement. If the statement ends or begins with $0 balance, you may remove the flag and place the statement in Trust Accounting/Todo/OK
Could not match account:
The lookup module was not able to find a match to the account number as it is listed on the statement. The lookup module verifies accounts based on the exact account number as it is in TPA Plans. If that account number cannot be matched, the document will go to Todo.
If the account number is masked:
Highlight the account number on the statement
Right-click and "Attach Account Info"
Remove the masked values (all X's or *)
Stax.ai will search the plan editor for a match based on the remaining numbers
Select the correct plan and account from the list
Click on Attach Account Information
Right-click and Move the statement to 5. File It
If the account number is not in TPA Plans
Click on TPA Plans
Search for and choose the plan
Click on + next to Investment Accounts
Enter in the provider (all supported provider names are listed in our Providers section)
Enter in the account number (We recommend using the full, unmasked number when possible)
Type in the Payee name, if applicable.
Click on Save
Return to the statement
Right-click and choose "move"
Choose 1. Upload
If the file is in Orignal Uploads
You can ignore this flag as it does not pertain to original uploads
Errors
Errors occur due to a processing/connection issue within the document and Stax.ai | AI Retirement Plan Admin Software for TPAs.
Most often the errors will need to be fixed manually. In the event of an error about the file type, a new file of a compatible type (PDF versions 1.4 to 1.7) will need to be reuploaded to Stax.ai. You can delete out the errored document when the new document has been uploaded.
Other errors could have to do with internet time out speeds either between the user and their internet connection, or the Stax.ai servers and the bandwidth of jobs going through at one time.
If there is a button to "Retry failed" click on it first to see if the issue is resolved. For most time-out errors, this is the fix. If the file fails on the retry, please reach out to your client success specialist for assistance.
Work Arounds
Workarounds are techniques for advancing documents through the workflow and ensuring that statements are filed in the correct place. Below, you'll find descriptions of each workaround available in Stax.ai | AI Retirement Plan Admin Software for TPAs.
Retry Failed
This button will retry the failed automation step.
No prior fields pulled will be deleted.
Re-run Pipeline
This button will run the document through all the automation steps in its current stack.
The extracted fields will remain unchanged, allowing the automation steps to run again with the existing fields still available.
Reprocess
This option will prompt Stax.ai | AI Retirement Plan Admin Software for TPAs to re-scan/re-read the document.
To do so:
Right-click on the document.
Scroll down on the actions menu.
Select the “reprocess” option.
Resume Next
The failed automation step will be skipped and the next step will be triggered.
This button should be avoided, as each step is crucial for the success of the workflow.