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Products Troubleshooting, Search & FAQs

Written by Boni Newberry

Why can't I see a Product I just added to a Business or Organization contact?

If you added a Product to a Business or Organization contact and it is not appearing, this is typically related to how Product ownership and organization membership is structured in Swivel.

Yes—an Organization or Business can be a Product owner, but it requires proper setup of organization membership.

How to Fix This

If a Product is not appearing under the Organization:

  1. Navigate to the Organization record

  2. Add the relevant contacts as Organization Members

  3. Ensure the Product Owner is assigned to a member contact

  4. The Product will then correctly roll up to the Organization

How do I search for a Product or Account Number?

You can locate a Product using its Product Number in two ways:

Option 1: Search from Contacts

  1. Navigate to the Contacts tab

  2. Enter the Product Number in the search bar

  3. The system will return the associated contact (Product Owner)

Option 2: Run a Product Report

  1. From the main navigation menu, go to Reports

  2. Select Product Report

  3. Click Run Report

  4. Enter the Product Number in the search field to locate the Product and its owner

What are Plan Types?

Plan Types provide additional context about a Product and help define how it is structured, taxed, or designed to meet client needs. They are used to classify both insurance products and financial accounts.

Adding Plan Types from Advanced Setup page

  1. From the left-side main menu, click the Settings tab > Advanced Setup

  2. Select the Product section > click Plan Types

  3. From the Plan Types page click

  4. Complete the New Plan Type form

    1. Name

    2. Description

    3. Qualified select if this is a Tax-Qualified Plan Type

  5. Click Save.

Plan Types can also be created when entering in new products. Please visit INSERT LINK for more!

Edit Existing Plan Types from Advanced Setup Page

  1. From the left-side main menu, click the Settings tab > Advanced Setup

  2. Select the Product section > click Plan Types

  3. From the Plan Types page > click theAction Menu of Plan type you wish to edit > click Edit

  4. Complete the Edit Plan Type form

    1. Name

    2. Description

    3. Qualified select if this is a Tax-Qualified Plan Type

  5. Click Save.

Merge Plan Types

  1. Select the Product section > click Plan Types

  2. From the Plan Types page click

  3. Complete the Merge Plan Types form

    1. Merge From

    2. Merge to

    3. Remove original Plan Type after merge recommended

  4. Click Save.

🛑 Warning! Once merged, Plan Types cannot be Un-merged. Please use with caution.

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