Common Issues

Troubleshooting guide for common BindPilot problems

Common Issues

Authentication & Login

"Incorrect email or password"

Problem: Can't log in.

Fix:

  1. Double-check spelling (email is case-insensitive, but password is case-sensitive)
  2. Use Forgot Password to reset
  3. Check that Caps Lock is off
  4. Try incognito/private browser mode (clear cookies)

"This email isn't registered"

Problem: Email doesn't exist in BindPilot.

Fix:

  1. Confirm you signed up with this email
  2. Check alternative emails you may have used
  3. Go to signup: https://bindpilot.ai/register

"Your account has been suspended"

Problem: Access locked.

Causes:

  • Payment failed (5+ days overdue)
  • Multiple failed login attempts (security lockout)
  • Terms of service violation (rare)

Fix:

  • Update payment method (Settings > Billing)
  • Contact support: matt@bindpilot.ai

Quoting Issues

"Carriers not responding"

Problem: Quote stuck on loading; carriers timing out.

Possible causes:

  • Carrier's systems down (out of their control)
  • Your internet connection slow
  • Risk details incomplete (missing required fields)

Fix:

  1. Check System Status for carrier outages
  2. Refresh page and try again
  3. Fill in all risk details (address, coverage type, claims history)
  4. Try quoting fewer carriers (5 vs. all 10)
  5. Wait 5–10 min and retry

"Quote premium seems wrong"

Problem: Quote is way higher or lower than expected.

Reasons:

  • Risk details were entered incorrectly (mismatched address, coverage type)
  • Carrier applied special rates (e.g., prior claims loading, hazard surcharge)
  • Coverage limits differ from previous quote

Fix:

  1. Compare risk details: address, coverage limits, deductibles
  2. Check for warnings/flags BindPilot shows (e.g., "High-hazard zip", "3 claims in 3 years")
  3. Check carrier comments (in quote details)
  4. Compare to actual competitor quote (call carrier directly)
  5. Contact support if premium is off by >20%

"Carrier declined the risk"

Problem: Quote shows "Declined" or "Not Available".

Reasons:

  • Risk doesn't fit carrier's appetite (you configured it that way)
  • Risk is genuinely outside their guidelines
  • Carrier has closed book in that zip code

Fix:

  1. Check your carrier appetite settings (Settings > Carriers > [Carrier])
  2. Review decline reason in quote details
  3. Try a different carrier
  4. Update risk details if you misrepresented something

Client & Policy Management

"Can't find a client"

Problem: Client record missing or search not working.

Fix:

  1. Use exact name (or partial): "John Smith" not "Johnny"
  2. Search by phone number (faster)
  3. Check if client is in Archived Clients (if inactive for 12+ months)
  4. Try advanced search filters (by carrier, policy type, date range)
  5. Create a new client if they don't exist

"Policy information out of sync with AMS"

Problem: BindPilot shows different policy than your AMS.

Causes:

  • AMS sync is delayed (syncs every 6 hours)
  • Manual edit in BindPilot didn't push to AMS
  • Duplicate policy records

Fix:

  1. Wait 6 hours for sync to catch up (or force sync: Settings > Integrations > [AMS] > Sync Now)
  2. Check if you have duplicate records (merge them)
  3. Edit in your AMS (BindPilot receives the change)
  4. Don't edit AMS-synced data directly in BindPilot; edit in AMS

Renewal Issues

"Renewal didn't shop automatically"

Problem: Renewal Agent didn't trigger for an expiring policy.

Causes:

  • Renewal Agent is disabled
  • Policy expiration date is wrong
  • Renewal date hasn't reached the configured threshold yet (e.g., agent shops 60 days out; expiration is 45 days away)

Fix:

  1. Check Renewal Agent is enabled: Settings > Agents > Renewal Agent > Enabled?
  2. Confirm expiration date is correct: Clients > [Client] > [Policy] > Expiration Date
  3. Check "Shop X Days Before" setting (default 60)
  4. Manually shop renewal: Click Shop Renewal button

"Renewal proposal not sent to client"

Problem: Agent shopped renewal but didn't email proposal.

Causes:

  • Action level is set to "Notify Only" (agent alerts you, doesn't send)
  • You didn't approve the proposal (if set to "Approve")
  • Client email is missing from their record

Fix:

  1. Check agent action level: Settings > Agents > Renewal Agent > Action
  2. If "Approve" mode, manually approve the proposal in notifications
  3. Confirm client email: Clients > [Client] > Email
  4. Manually send proposal: Click Send Proposal button

Team & Access Issues

"Team member can't log in"

Problem: New team member denied access.

Causes:

  • Invitation expired (7-day limit)
  • Wrong email used
  • They haven't accepted invitation yet

Fix:

  1. Check their email for invite link (check spam folder)
  2. If expired, re-invite from Settings > Team
  3. Confirm they're using the correct email (match invitation email)
  4. Check their password is set (if they just signed up)

"Team member can see policies they shouldn't"

Problem: Client scope not working; team member has too much access.

Fix:

  1. Go to Settings > Team > [Member]
  2. Under Client Access, enable Restrict to Specific Clients
  3. Select which clients they should see
  4. Save; change takes effect immediately

Billing & Payment Issues

"Credit card declined"

Problem: Payment failed.

Causes:

  • Card expired
  • Insufficient funds
  • Fraudulent activity flag (bank's security)
  • Card details wrong in system

Fix:

  1. Verify card expiration date and CVV
  2. Contact your bank (they may have blocked the charge)
  3. Update payment method: Settings > Billing > Payment Method
  4. Click Retry Payment

"Invoice looks wrong"

Problem: Charge doesn't match plan price.

Reasons:

  • Upgrade/downgrade mid-month (prorated charge)
  • Tax applied (in some states)
  • Multi-month prepay discount

Fix:

  1. Check invoice details: Settings > Billing > Invoices > [Invoice]
  2. Look for "Prorated" note if you changed plans
  3. If incorrect, email support@bindpilot.ai with the invoice

Integrations & API

"AMS sync not working"

Problem: Clients not syncing from AMS.

Fix:

  1. Check integration is authorized: Settings > Integrations > [AMS]
  2. Verify your AMS login credentials (re-authorize if needed)
  3. Check AMS has data to sync (doesn't sync empty books)
  4. Wait 10 minutes for initial sync (can take 30 min for large books)
  5. Check logs: Settings > Integration Logs > [AMS]

"API request failing"

Problem: Custom integration returning errors.

Fix:

  1. Verify API key is valid: Settings > Integrations > API Keys
  2. Check request format matches API docs: /docs/integrations/api-overview
  3. Verify HTTPS (not HTTP)
  4. Check rate limits (100 req/min)
  5. Look at error message for specific issue

Still Stuck?

If you can't find an answer here:

  1. Check System Status — Is BindPilot down?
  2. Contact Support — Email matt@bindpilot.ai
    • Include: What you were doing, error message, your account email
    • Expected response: Within 24 hours (12 hours if Agency plan)
  3. AI Support Chat (planned Q3 2026) — Instant answers to common questions

Next: Contact Support or check System Status.

Last updated: Recently