Reporting data issues seen in AV or CI

 Product: Custodial Integrator
 Version: 3.4
 Product: AccountView
 Version: 1.10

Summary

When you need to report a data or update problem, refer to this topic. It describes the type of information our Technical Support team needs so we can assist you as efficiently as possible.

Email the information to [email protected] along with any supporting documentation including screen shots from Custodial Integrator (CI), AccountView (AV), or the custodian’s website.

Please do not send a password or PIN to ByAllAccounts. 

Also, we prefer to refer to accounts using their account names as they appear in AccountView (AV) rather than the actual account number. However, if you must use an account number, please mask it by replacing several digits with the letter x. For example, for "account #: 123456" please refer to it as "account #: xxx456" or "the account # ending in 456".

Reporting data issues

When reporting data issues (such as missing transactions or positions, incomplete transactions, etc.) please include the following information:

  1. Account name(s) as they appear in AV.
  2. Financial Institution name as it appears in AV or CI.
  3. Description of the problem, with as much specific information as possible. For example, "missing 11/21 transactions" would be helpful, while more detail such as "missing ALL 11/21 SELL transactions" would be ideal.
  4. How the data is currently coming into AV or through CI. For example "AV is showing the buy transactions on 11/21 but no sell transactions; CI is not showing the sell transactions".
  5. How you would like the data to come through CI or into AV, such as "we would like all 11/21 sell transactions to be gathered".
  6. Any additional information you know about the problem, or where to find the data. For example, "The missing transactions are located on the custodian’s site and can be accessed by clicking on Account Summary/Transaction tab/Last 30 days".

Reporting update issues

If you are reporting update issues, please include the following information:

  1. Account name(s) as they appear in AV.
  2. Financial Institution name as it appears in AV or CI.
  3. Current error message. For example "1004 no holdings/no balances found, 1003 – fin’l institutional nav error".
  4. Any steps you have taken to try to remedy the situation. For example, have you tried a manual update, updating login credentials, logging into the custodian’s site, verifying the account information is correct in AV?
  5. Any additional information, such as whether the URL (web address) has changed, the layout of the site has changed, etc.

Attribution

Last updated:

11/4/2014

Author:

KLS

Contributions by:

KN