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Overview
Encountering issues while using AdviserLogic can be frustrating. Our dedicated Support Team is here to assist you every step of the way. You can seek assistance from AVA AI Support and the AdviserLogic Support Team through chat, email, or phone.
To help us investigate and resolve your issue as quickly as possible, it is important to provide relevant information when submitting your request. The more details you provide upfront, the faster our team can identify the cause and work towards a resolution.
Access
Support can be accessed through the AdviserLogic Help Centre and within AdviserLogic.
You can contact AVA AI Support and the AdviserLogic Support Team through chat, email, or phone.
Report an Issue
When reporting an issue, provide as much information as possible about the problem you are experiencing.
Include details about what you were doing when the issue occurred, the outcome you expected, and what happened instead. If an error message is displayed, include the exact wording where possible. Screenshots are also highly recommended, as they provide valuable context and help our team investigate the correct area of the system.
Providing complete information at the time of reporting helps minimise follow-up questions and allows our team to begin troubleshooting immediately.
Provide Supporting Information
When submitting your request, ensure the required information is included so that we can identify your account, locate the relevant client record, and reproduce the issue where necessary.
What We Need
When reporting an issue, please provide the following information:
Information | Description |
Login Email Address | Helps us identify your account and access relevant information quickly. |
Client Name | Allows us to pinpoint any issues related to the client's profile or records. |
Expectations vs Reality | Clearly outline what you expected to happen versus what actually occurred. This helps us understand the issue and investigate more efficiently. |
Screenshot | A screenshot of the page where the issue occurred provides valuable visual context and ensures we are investigating the correct area. If you are unfamiliar with taking screenshots, refer to the How to Take a Screenshot article. |
Module Specific Information
Certain areas of AdviserLogic require additional information to assist with troubleshooting.
Digital Advice
When reporting issues relating to Digital Advice, please include the following details:
Information | Description |
Scenario Name | Allows us to replicate the scenario and identify any issues related to the client's advice scenario. |
Template Used | Different templates may behave differently depending on licensee requirements. Providing the template name helps us understand the context of the issue. |
Datafeeds
When reporting issues relating to Datafeeds, please include the following details:
Information | Description |
Adviser Code | Helps us verify that data is being received for the correct adviser. |
Valuation Report | Allows us to compare balances and holdings received from the provider against the information displayed in AdviserLogic to determine where the issue may be occurring. |
📌Note
Providing the required information when initially reporting an issue significantly reduces investigation time.
Screenshots and exact descriptions of the issue often help identify the cause much faster than a general description alone.
💡Tip
Clearly explaining what you expected to happen versus what actually occurred helps us understand and reproduce the issue more efficiently.
By providing these details upfront, you help our Support Team streamline the troubleshooting process, resulting in faster resolutions and a smoother support experience.
Remember, we are here to help. If you encounter an issue while using AdviserLogic, contact AVA AI Support or the AdviserLogic Support Team and provide as much detail as possible so we can assist you efficiently.