Most Xplan issues come down to where an envelope or verification was created from, who the integration is shared with, or Annature's access to Xplan having expired. Find your issue below.
"Your Xplan site URL must begin with https"
Enter the full web address you use to sign in to Xplan, including https://, for example https://yourfirm.xplan.iress.com.au.
A completed envelope isn't in Xplan
- Is it linked to an Xplan client? It needs to be sent from the client's page under Xplan, or to an imported Xplan contact. Linked envelopes show a banner saying they're set up for automatic syncing.
- Was it completed? Declined and voided envelopes aren't synced.
- Check the sync status. Open the envelope, click View details on the banner, and if it says Not synced, click Force sync. See What syncs to Xplan.
The file note appears twice in Xplan
Each Force sync or Sync again adds a new file note. Delete the extra copy in Xplan. Only sync again when the status shows Not synced.
A verification isn't in Xplan
- Only verifications created from the client's page under Xplan are saved to Xplan. Verifications created elsewhere can't be linked to an Xplan client afterwards.
- Standalone AML & CTF screenings aren't saved to Xplan. Include screening in the verification to have the report filed.
- The multi-bureau and screening reports are added when they finish, which can be after the certificate.
If a verification was created from the Xplan page and its documents still aren't in Xplan, contact us.
A client isn't in my address book
- Only Individual and Company clients and prospects are imported.
- Clients added in Xplan after your first import need an email address to be added to your address book.
- Clients marked as deceased or archived in Xplan are removed from your address book.
- Check you've imported your clients. On the Xplan card, click Configure and look for Data imported.
I can't see the Xplan page
- Check that Enable integration dashboard is turned on under Configure on the Xplan card.
- If the integration is shared with a specific group, only people in that group can use it. Ask your account Owner to check the sharing settings.
Everything on the Xplan page shows an error
Annature's access to Xplan may have expired or been removed, for example if the Xplan user who connected it no longer has access. Disconnect and reconnect Xplan. Disconnecting removes your imported contacts, so import them again afterwards.
Still stuck?
Contact us with the envelope or verification ID and the client's name, and we'll take a look.