What do I do if data has stopped importing for a client?

1. Check the client account is still open with the provider (Datafeeds don’t send data for closed accounts)

2. Check the client account is still mapped to the correct client record in XPLAN via  > Integration > System Datafeeds > Mappings > IPS External Accounts. (Client Name will be hyperlinked if its mapped)

3. Confirm data is being imported for other clients under that adviser.

4. Check that the adviser code linked to the client account is still mapped to receive datafeed under the Adviser ( > Integration > System Datafeeds > Mappings > Advisers).

5. Check the above adviser code to make sure its correct and no blank spaces are at the end of the adviser code. If there’s only one client under that adviser which should be receiving data:
Check if there’s a date lock recorded against the adviser, provider or subfund (refer to What are Lock Dates and why would I need to use them? article)

6. Check the adviser has been registered with the data provider to receive the datafeed for the adviser code under which the client is recorded or the login details haven't expired (refer to How do I set up a new datafeed article).

7. Run an account refresh (refer to How do I refresh a datafeed article).

8. If this doesn’t resolve the issue, raise the issue with your Site Administrator or XPLAN Support or your Account Executive. You will need to provide a copy of the provider’s transaction since inception reports as well as an up to date date/balance.