Self-service support
Troubleshooting & FAQs
Find a clear fix for common problems. Start with the question below, then open the detailed guide for checks and next steps.
Frequently asked questions
Can I upload scanned PDFs?
Not currently. Carrier PDF extraction requires selectable text; ask your carrier for CSV or Excel if the PDF is an image-only scan.
Read the full solution →Why does a policy show missing payment?
The expected file contains that policy, but the carrier-paid file has no matching policy identifier. Compare source periods and identifiers.
Read the full solution →Does SplitVerde send producer payments?
No. It calculates and tracks payout batches. Mark paid only after you have actually paid the producer externally.
Read the full solution →Can I change a saved payout amount by editing a split?
No. Saved payout batches preserve their calculated line-item snapshot. Review the setup before saving a new batch.
Read the full solution →What happens when my trial ends?
Unless canceled beforehand, the selected monthly subscription begins billing after the seven-day trial. Manage billing from your dashboard.
Read the full solution →Why is a PDF statement showing the wrong agency name?
Update your workspace name in Edit profile, then generate a new PDF. Previously downloaded files do not change.
Read the full solution →Can I recover a deleted reconciliation?
No. Saved-report deletion is permanent. Export any records you need before deleting.
Read the full solution →Why are producer payouts lower than carrier-paid totals?
Producer compensation uses each assigned producer split; unresolved or negative policies are excluded from eligible payout totals.
Read the full solution →Troubleshooting guides
CSV or Excel file will not upload
Diagnose file size, worksheet, formatting, and import problems.
Step-by-step fix →PDF carrier statement is not importing
Understand text extraction limits and how to recover from PDF parsing failures.
Step-by-step fix →Policy numbers or commission amounts look wrong
Fix spreadsheet column mapping, currency formatting, and normalized values.
Step-by-step fix →Unmatched, duplicate, or missing policies
Investigate unexpected matches and commission differences.
Step-by-step fix →Missing commission rate or incorrect effective date
Resolve missing carrier schedules and overlapping rate periods.
Step-by-step fix →Producer payout says review or excludes policies
Resolve unassigned policies, missing splits, negative payments, and conflicting rules.
Step-by-step fix →Cannot approve or mark a payout batch paid
Understand payout statuses, permissions, and discrepancy acknowledgments.
Step-by-step fix →Producer statement PDF will not download or looks wrong
Fix PDF export, producer selection, and agency name issues.
Step-by-step fix →Email verification code or sign-in is not working
Troubleshoot one-time codes, email delivery, and Google sign-in.
Step-by-step fix →Trial, billing, and saved-report limit questions
Find plan information and manage subscription or saved reconciliation usage.
Step-by-step fix →Saved report or CSV export cannot be found
Locate saved reports and understand export and history behavior.
Step-by-step fix →Safe troubleshooting and data-handling practices
Protect policyholder information when diagnosing a problem.
Step-by-step fix →No matching answers. Try another keyword or browse all help guides.
Protect customer information
When troubleshooting, use fictional policy data when possible. Never share verification codes, card numbers, or unredacted customer statements in public messages.