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Troubleshooting

 

Which internet browsers does Adviser Online work on?

  • Chrome
  • Internet Explorer 11
  • Firefox
  • Safari
  • Microsoft Edge

I have hit ‘Save & Next’ and nothing seems to happen. Why?

There are probably still mandatory fields on the screen that need completing. Scroll back up the screen and you should see those fields highlighted in red with a suitable message.

I generated a transaction, but didn’t receive a PDF for my client to sign. What should I do?

Please call us on 13 11 84 and we will email you a copy of the PDF. Alternatively, please cancel the task in Manage transactions and try again to complete and generate a PDF.

I have been presented with an error screen after 30 minutes of non-activity. What should I do?

Your session has timed out. Close your browser session and log in again to initiate a new user session. Any work in progress will be saved up to the previous Save and Next button.

I am unable to attach any documents? – I receive this message: File <file name> could not be uploaded. What should I do?

Please try uploading it again. You most likely have multiple sessions of Adviser Online open across multiple browsers and one or more of those sessions has timed out. Close down all your browsers and retry. You should be able to go to Manage transactions, select your incomplete transaction and continue with attaching your document(s).

If you're still having no luck, try using a private (incognito) browser.

Training videos

To learn more about using Adviser Online, check out our library of training videos on YouTube here.

Need more help?

For further assistance, please phone us on 13 11 84 8:00am - 6:30pm (AEST) Monday to Friday.