General
Does Swivel Sync update all my policies for a given carrier?
No. Swivel Sync only updates policies that are stored as Pending and Open product statuses in your Swivel CRM.
Does Swivel Sync automatically create new policies that weren't stored previously in my CRM?
No. Swivel Sync does not automatically bring new policies into Swivel. It only updates policies that already exist in your CRM.
What is the criteria for Swivel Sync to update a policy or account successfully?
The Swivel Sync source must successfully linked.
The policy's product status must be stored with a pending or open status indicator.
The policy number stored in the CRM must be accurate and match a valid policy number on the carrier website.
Does Swivel Sync automatically update the policy status based on the carrier website? For example, updating a policy from In Force to Surrendered.
No. These must be maintained manually in your Swivel CRM.
How often do I need to link/re-link my sources?
Estimated link sessions vary by insurance carrier and institution's website timeout sessions.
🔗 See also How long does each source remain linked?
Can I sync a policy using multiple or different login sources?
Yes, however, this only available when force syncing a specific policy or account.
For automatic background syncing, which occurs once a login source is linked, policies will queue and update using the original login source that completed the first successful sync. Once a policy is successfully updated by a specific login source, that same login source must remain linked for future syncs.
To ensure consistent syncing and optimal device performance:
Use only one (1) login source per carrier whenever possible
Choose credentials that have access to all applicable policies at the carrier portal
Remove any unneeded or duplicate login sources for that carrier
How long does it take for Swivel Sync to update all policies for a given carrier?
The length of time to update all policies for a given carrier varies depending on several factors:
the institution or carrier
the institution or carrier's link session duration
the amount of syncable policies
Once a login source is linked, syncing automatically runs in the background until the link session times out.
If a login source becomes unlinked before it’s updated all policies, it pauses work in the queue of policies remaining to update. It resumes work once the login source is linked again.
🔗 See also How long does each source remain linked?
What does it mean if a carrier or institution is in Beta?
When a carrier or institution is marked as beta, it means it is actively being refined and improved.
You can use a beta carrier just like any other Swivel Sync-supported carrier or institution.
Sync behavior may continue to improve, and you might occasionally see changes or issues as we stabilize the experience.
Your usage and feedback directly help us improve accuracy, performance, and reliability so we can confidently move the carrier out of beta.
If you have questions, notice issues, or want to share feedback, reach out anytime through Swivel Help Chat or email [email protected].
What order does Swivel Sync update policies?
Swivel Sync auto-queues policies daily in the following order:
(0) policies with a manual force sync request
(1) policies that have never been synced
(2) policies with last sync attempt = success and open date = next or upcoming calendar month
(3) all other policies with last sync attempt = success
(4) policies where last sync attempt = incomplete or an unexpected error occurred
(5) policies with last sync attempt = not found
Why does my Sync Activity return low success metric counts?
Low success counts can result from several factors:
Initial setup and login source creation - Once a login source is created and linked, Swivel Sync needs time to search, find and update through all syncable policies for a given login source. This can typically take anywhere between 1-5 days depending on the carrier session time out policy and volume of policies to update.
Unlinked login sources for carriers with multiple login sources - Swivel Sync associates each policy with the specific login source that originally updated it. If a policy was last updated by a login source that is no longer linked, Swivel Sync won't update it — even if another login source for the same carrier is currently linked. Once a policy is successfully updated by a specific login source, that same login source must remain linked for future syncs.
When I force sync a policy, it returns “Success” status, but my values don't update as expected?
This typically happens when a policy is stored as an Active or Pending status in Swivel, but the carrier website the policy is actually Closed or Surrendered and values are no longer available. To troubleshoot, verify the policy status in Swivel matches the policy status on the carrier website.
When force syncing a policy, why does it still prompt me to “Link” (instead of “Sync"), even though a login source is already linked?
This typically happens when multiple login sources exist for the same carrier.
Swivel Sync associates each policy with the specific login source that originally updated it. If a policy was last updated by a login source that is no longer linked, Swivel Sync will prompt you to Link that login source before it can sync the policy—even if another login source for the same carrier is currently linked.
Once a policy is successfully updated by a specific login source, that same login source must remain linked for future syncs.
To ensure consistent syncing and optimal device performance:
Use only one (1) login source per carrier whenever possible
Choose credentials that have access to all applicable policies at the carrier portal
Remove any unneeded or duplicate login sources for that carrier
By consolidating to a single login source per carrier, Swivel Sync can efficiently update all associated policies without requiring additional linking actions.
🔗 See also Important Tips for Adding Sources.
Why don't I see a "Sync" button on a policy or account I expect to be able to manually sync?
This typically happens when the policy or account's associated institution doesn't match the institution connected in Swivel Sync. Swivel Sync plugins can only be configured to one (1) institution, so if duplicate institutions exist in your CRM, the policy may be tied to a different institution than the one Swivel Sync is connected to. To troubleshoot:
(1) Review the policy or account's associated institution - Open the specific policy or account and take note of the institution it's associated with.
(2) Review the connected institution in Swivel Sync
Navigate to Swivel Sync > Institution & Sources tab.
Locate the corresponding connected institution and click Edit.
Review the Swivel Sync Plugin and Carrier/Institution selections. Take note of the Carrier/Institution selection.
(3) Compare the two institutions - Compare the policy's associated institution against the institution connected in Swivel Sync.
If the institutions are DIFFERENT -
Review your carriers and institutions and confirm there are no duplicate institutions.
If duplicates exist, consolidate them by merging the duplicate institutions so the policy is associated with the same institution that's connected in Swivel Sync.
Note: Swivel Sync plugins can only be configured to one (1) institution. Consolidating duplicates ensures all policies for that carrier point to the connected institution and become syncable.
If the institutions are the SAME, please contact Support so we can investigate further.
Does Swivel Sync support products that aren't listed on institution/carrier knowledge base articles? Will Swivel Sync still update a policy with a product that's not listed as a known supported product?
As long as the policy has a value name is listed as a Swivel Sync supported value, it will update and sync that corresponding policy's value, regardless of the product name.
Because of how product values and product offerings are structured in Swivel, it is a best practice to ensure you are storing policies with the correct product name.
If a product name doesn't exist in the product selection picklist, the best practice is to store the product name according to the carrier's naming convention (especially for Swivel Sync supported policies).
When a user doesn't store the correct product name on a policy, this potentially results in additional product data cleanup later and other downstream impacts including Swivel Summary configuration (e.g. storing Allianz 222 Annuity vs. Allianz 222+ Annuity).
How to reconcile policies and accounts using the Swivel Sync Report?
Reconciling 'Not Found' metrics: (1) confirm you can find/access the policy on the carrier website; (2) confirm policy number (3) confirm policy status
Reconciling carrier BoB against Swivel CRM: Instead of the Swivel Sync Report, we recommend using the 🔗Swivel CRM Product Report instead and routinely retrieve or request for an updated Book of Business and compare it against a filtered by the respective carrier.
Security
What is the OS for this device?
The Swivel Sync device is running Ubuntu Linux.
What type of Cybersecurity protection does Swivel Sync have?
The Swivel Sync device has firewall rules that block all inbound requests except those coming from our internal network, and it is only accessible via ssh public key authentication.
Is it safe to leave the Swivel Sync device in my router's DMZ?
This depends on how secure your network is configured. The Swivel Sync device has its own OS-level firewall configured to tightly restrict inbound traffic, so leaving it in a router DMZ poses minimal risk.
That said, the DMZ is typically used as a temporary configuration during connectivity troubleshooting — not the default recommended placement. The device can be placed anywhere else you would place a PC on your network.
If your device ended up in the DMZ during setup and syncing is working correctly, there's no urgent need to move it.
If your organization has strict IT or compliance policies governing DMZ usage, consult with your IT team or administrator to determine whether the device should be moved to your standard internal network.
Troubleshooting
What if I'm experiencing device issues reaching an internet connection, my device is still offline, or the Last Heartbeat indicates "never"?
How long does it take to get a heartbeat once I've plugged in my Swivel Sync Device?
You should see a heartbeat within 30 minutes of plugging in your Swivel Sync Device and entering in the Serial Number. 🔗 See also Device Setup.
What if it takes longer than usual to link my Swivel Sync sources (e.g. the progress bar keeps spinning or doesn't progress to the 2FA screen)?
Confirm your device is powered on
From time to time due to local power outages or other reasons, the device may be powered off. If the device is off, turn it back on. The device powered on is indicated by a white light on the device.
Relink your Swivel Sync sources
Once the device is on, attempt to link your Swivel Sync sources again.
Sign in to the insurance carrier or institution website
Confirm login credentials are up to date and/or there are no outstanding requirements (e.g. expired password, profile preferences, etc.) by logging in directly to the carrier website.
What if Swivel Sync returns a sync status for a policy or account as “Not Found”?
If a product appears as "Not Found" on the Swivel Sync page, try the following steps:
Verify Product Availability
Check if the product has been closed, canceled, or terminated on the carrier or institution website. If it’s no longer active, Swivel Sync will not be able to locate it.
Check Your Access Permissions
Ensure you have the correct credentials to access the policy on the carrier website. The product might exist under a different book of business or require different user permissions.
Confirm the Product Number
Make sure the product number in Swivel matches exactly how it appears on the carrier website. Any mismatch will cause Swivel Sync to return a “Not Found” error.
What do I do if I receive an "Unknown settings page encountered..." error message mean when I'm trying to link my Fidelity & Guaranty (F&G) source?
This indicates that F&G has additional outstanding requirements that must be completed or resolved before accessing the site. It may also indicate your password is expired, outdated or invalid.
Please confirm that your user credentials are valid by attempting to login to the Fidelity & Guaranty portal website and complete any additional requirements if prompted.
Once you have updated your password and/or completed all outstanding requirements, navigate to Swivel Sync and re-attempt to link your F&G login source again.
Why won't my password auto-populate when linking a login source?
A login source can only be configured to one set of user credentials. The username fills in automatically, but the password must be entered when linking the source. Password managers can be used to copy and paste the password if needed.
Why do I keep receiving an Invalid Username/Password error when attempting to link my login source?
Invalid username or password error appears when Swivel Sync cannot authenticate with the carrier or institution website using the credentials provided.
Verify your user name. Confirm you are entering the correct username for the specific carrier or institution login source in Swivel.
Verify your password. Confirm you are entering the correct password. use the Show Password toggle to view the password as you type and avoid entry errors.
Verify the carrier login URL is supported. Some carriers or institutions may have multiple login URLs. Confirm the carrier login URL associated with your login credentials is supported by Swivel Sync. 🔗 See also Supported Carrier & Institution Login URLs
Confirm you have valid credentials by logging in directly to the carrier website. If you are prompted rare prompted with additional requirements (e.g. expired password, MFA setup, profile update, et), complete those steps before re-attempting to link login sources in Swivel Sync.
🔗 Also found on Invalid Username or Password (from Linking Sources)
Contact Support
If after following the troubleshooting steps outlined above and the issues persist, please contact Support for further assistance.