Support Query
When I try to transfer a fund I get the following error
Rollover Member Account Not Found - The member account for the following rollover transactions: cannot be found, please select the member account in the more details panel before proceeding with the transfer.
Solution
Follow the steps below to fix this error. If the error shows multiple transactions, you will need to fix each one to resolve the error.
1. Click view transaction in the Action column.
2. This will open the transaction with the error, click more+ to open to open the rollovers more details section.
3. Under Member, select the member account.
Note: Selecting the member code will clear the Rollover Components entered on the transaction. Make a note of these values before selecting the code. If you select the code without noting the components first, cancel the transaction without saving and restart the process.
Member account not showing in the More Details panel
This occurs when the member account has an end date recorded against it.
- Go to the Member dashboard and locate the specific member account. You will need to toggle on "All Member Accounts" to see accounts with an end date.
- .Remove the end date from the account. (Make a note of the end date first, as you will need to re-add it later. If it is an accumulation account and the member has another active accumulation account, you will first need to add a temporary end date to the active accumulation account before removing the end date from the account you're fixing.)
- Go back to the transaction with the issue. To locate the transaction conveniently, click Send Fund in the Fund Transfer screen to trigger the pre-validation error, then click View Transaction from the error.
Note: Selecting the member code will clear the Rollover Components entered on the transaction. Make a note of these values before selecting the code. If you select the code without noting the components first, cancel the transaction without saving and restart the process.
4. Click Save to update the transaction.
5. Repeat this process for each additional transaction affected, if there is more than one.
6. If the member's end date was removed, go back to the Member Dashboard and re-add the end date to the member account.