Logging a feed follow-up request directly from Class allows you to provide the relevant information needed for us to assist in investigating and resolving the issue for you.
How to log an Account holder's follow-up request
Navigate to Fund Level > Feeds > Feeds Console
- Click on next to the feed that has not yet started and has the status of Activation Overdue.
- Select "Log a Feed Support Request"
- Click the "Submit" button after confirming the information.
No additional information is required, as all relevant fields are pre-filled in this screen.
Class will extract the authority form uploaded and resend it to the feed provider.
You will not receive a direct response from Class support regarding your request - either the feed will commence, or the status of the feed will update automatically based on the response we receive from the feed provider.
Following up a non-activated Advisor authorised data feed.
In the absence of a signed authority, Class cannot directly follow up on Adviser feeds waiting to be activated.
In the first instance, please follow up with the Adviser to confirm they have received and actioned your request.
Once you have received positive confirmation from the adviser provider and the feed has still not activated in Class, then please log a support ticket, and we will further investigate.
Following up on a non-activated Online activation feed.
Again, in the absence of a signed authority, Class can not directly follow up on unactivated online activation requests.
Please follow up with the person you requested a feed activation to ensure they have received the relevant instructions and followed the steps required to enable the feed.