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?
No. 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 order does Swivel Sync update policies?
Swivel Sync auto-queues policies daily in the following order:
(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 Today's 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.
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).
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.
Troubleshooting
What if I'm experiencing device issues reaching an internet connection, my device is still offline, or the Last Heartbeat indicates "never"?
This indicates that there is a potential issue with your internet network connection.
Verify that the device is connected to an active, internet port for your network connection.
Verify the serial number on the device, matches the serial number entered in Swivel from Settings > Swivel Sync > Devices.
If device is connected to an active, internet connection but still offline, it may be prevented by a firewall.
Reach out directly to your internet network provider and/or IT department for additional assistance.
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 is 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 does this error message mean when I'm trying to link my sources?
This indicates that your password has changed for the carrier website. Please confirm that your user credentials work at the Carrier Site.
Once you have updated your password on the carrier site, you will be able to link using the updated credentials.
Contact Support
If after following the troubleshooting steps outlined above and the issues persist, please contact Support for further assistance.