Client Web says Processing Stopped

[Guest Brenda Schachle]

Posted several plans through Web Client and they went through fine with the message "Filing Received." The last two we have posted did not come back in Web Client with that message but say "Processing Stopped." (Both indicated errors with the signatures but we know that both were ok). We checked the DOL website and BOTH OF THESE PLANS ARE RECEIVED AT DOL! Are we finished? I think so! I think the "Processing Stopped" error message we received on Web Client is bogus. I would REALLY like for Web Client to tell me "Filing Received" but my status history in both plans shows "Stopped" as the last status. Anyone else seen this?

[Guest LauraVanSteeter]

Brenda,

We have seen this when the client failed to 'activate the DOL signer credentials. If they stop at step 12 and never complete steps 13 & 14 to set up a password the credentials aren't activated.

I would have them check this first.

Good Luck!

[Guest Brenda Schachle]

All was completed on the signing credentials and the PINs. As I said, the DOL got the returns and they are showing up on the DOL website as posted! Why would the DOL post returns that are incomplete? I thnk they are finished but Web Client says they were stopped.

[Guest Brenda Schachle]

Laura:

I see what you are talking about for the password on 13 and 14 and will look into that. When this happened with you did the returns show up on the DOL website?

[K2retire]

The DOL will show returns on the website even if they are submitted with no signature.

[Guest JLecas]

Brenda,

We are having the same issue as you are. The initial 3 returns we filed processed fine, but now we are getting errors about the signatures. They look ok on the ebsa site but when I called to confirm, the automated system said the processsing was stopped because of the signatures. I submitted an incident to Relius almost 3 weeks ago, but haven't heard from anyone. We are at a loss as to what is going on. We have even tripled checked the User Ids before transmitting. Only thing we can't see is their PIN numbers, but I find it hard to believe most of our clients are entering the wrong Pins.

[K2retire]

We've had many clients get this message because they registered as a "filing author" instead of a "filing signer" with the DOL.