.png?width=500&height=191&name=Insurance%20Exchange%20NEW%20(1).png "Insurance Exchange NEW (1)")
[{"content":[{"description":"<ol>\n<li>Users can see the status of an inflight application via the application dashboard under the proposals tab.</li>\n<li>If the application has been submitted, they will get status updates via email. They can also contact the HO users that have review queue access to confirm the apps status.<br><br><img src=\"https://20438528.fs1.hubspotusercontent-na1.net/hubfs/20438528/Picture1.png\" width=\"1080\" height=\"186\" loading=\"lazy\" alt=\"Picture1\" style=\"height: auto; max-width: 100%; width: 1080px;\"></li>\n</ol>\n<p> </p>","title":"Where can I view the status of my application? "},{"description":"<ol>\n<li>Ensure that the user is not unintentionally filtering out the product. (E.G. Joint annuitants will commonly filter out products.)</li>\n<li>Review the details of their app and confirm that it falls in line with the product requirements. (E.G. State availability.)</li>\n</ol>","title":"The product I am looking for is not showing at the annuity selection step. "},{"description":"<ol>\n<li>This occurs when users are not properly associated with the team code that was used to start an application.</li>\n</ol>","title":"I do not see the application that my colleague started. "},{"description":"<ol>\n<li>L&A warnings are one of the most common requests that we see from advisors. Many users see this as a hard stop. That is not the case the only time that a user will be stopped due to their L&A is at suitability submission. When these are encountered, the user will need to work the Licensing team at Lincoln to get this corrected. They will contact the IX support team if a bypass is needed.</li>\n</ol>","title":"The system is giving me a warning at the Team management step, and I cannot move forward. (L&A warnings returned on the check to the carrier.)"},{"description":"<ol>\n<li>These can be caused by several issues.\n<ol>\n<li>The user’s computer time is out of sync with universal time.</li>\n<li>The user is blocking pop-ups. They need to allow all pop ups from the platform.</li>\n<li>The user is blocking third party cookies. They will need to allow all third-party cookies.</li>\n</ol>\n</li>\n</ol>","title":"I am stuck in a loop, I am getting a forbidden message, or web pages are not loading. "}],"nav_icon":{"icon_field":{"icon_set":"fontawesome-5.14.0","name":"Lightbulb","type":"REGULAR","unicode":"f0eb"},"image":{"height":40,"loading":"lazy","max_height":512,"max_width":512,"size_type":"exact","src":"https://24189298.fs1.hubspotusercontent-na1.net/hubfs/24189298/shipping-icon.webp","width":40}},"tab_title":"Common Questions Without Escalation"},{"content":[{"description":"<ol>\n<li>When products are not properly mapping into the e-app.<img src=\"https://20438528.fs1.hubspotusercontent-na1.net/hubfs/20438528/Picture2.png\" width=\"1080\" height=\"504\" loading=\"lazy\" alt=\"Picture2\" style=\"height: auto; max-width: 100%; width: 1080px;\"></li>\n<li>Products are actually missing from the annuity selection step. (Please ensure the above steps mentioned above are followed prior to escalation.)</li>\n<li>The user encounters an error of any sort that is not one that is covered in the section above. (E.G.)</li>\n</ol>\n<strong>When escalating an issue of any sort, please include the following information:</strong><br>\n<ol>\n<li>Advisor name</li>\n<li>Client name</li>\n<li>Proposal name</li>\n<li>Screen shot of the issue that was encountered.</li>\n</ol>","title":"When do I contact IX Support?"}],"nav_icon":{"icon_field":{"icon_set":"fontawesome-5.14.0","name":"Shipping Fast","type":"SOLID","unicode":"f48b"},"image":{"alt":"shipping-icon","height":40,"loading":"lazy","max_height":512,"max_width":512,"size_type":"exact","src":"https://24189298.fs1.hubspotusercontent-na1.net/hubfs/24189298/shipping-icon.webp","width":40}},"tab_title":"When to Escalate to the IX Support Team"}]
Where can I view the status of my application?
- Users can see the status of an inflight application via the application dashboard under the proposals tab.
- If the application has been submitted, they will get status updates via email. They can also contact the HO users that have review queue access to confirm the apps status.
The product I am looking for is not showing at the annuity selection step.
- Ensure that the user is not unintentionally filtering out the product. (E.G. Joint annuitants will commonly filter out products.)
- Review the details of their app and confirm that it falls in line with the product requirements. (E.G. State availability.)
I do not see the application that my colleague started.
- This occurs when users are not properly associated with the team code that was used to start an application.
The system is giving me a warning at the Team management step, and I cannot move forward. (L&A warnings returned on the check to the carrier.)
- L&A warnings are one of the most common requests that we see from advisors. Many users see this as a hard stop. That is not the case the only time that a user will be stopped due to their L&A is at suitability submission. When these are encountered, the user will need to work the Licensing team at Lincoln to get this corrected. They will contact the IX support team if a bypass is needed.
I am stuck in a loop, I am getting a forbidden message, or web pages are not loading.
- These can be caused by several issues.
- The user’s computer time is out of sync with universal time.
- The user is blocking pop-ups. They need to allow all pop ups from the platform.
- The user is blocking third party cookies. They will need to allow all third-party cookies.
When do I contact IX Support?
- When products are not properly mapping into the e-app.
- Products are actually missing from the annuity selection step. (Please ensure the above steps mentioned above are followed prior to escalation.)
- The user encounters an error of any sort that is not one that is covered in the section above. (E.G.)
- Advisor name
- Client name
- Proposal name
- Screen shot of the issue that was encountered.