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.
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?
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: 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.
Contact Support
If after following the troubleshooting steps outlined above and the issues persist, please contact Support for further assistance.