This article walks you through a list of possible Credit Guide and Privacy Consent error messages so you can resolve the problem yourself or learn how to get help.
Last updated: February 2026 · Troubleshooting
In This Article
Troubleshoot errors that occur when sending Privacy Consent and Credit Guide documents via FinanceVault.
Prerequisites
Before digging into the error messages, make sure you have integrated your BrokerEngine account with your Suite360 account and entered FLEX credentials.
Next, make sure everybody on your broker team has Suite360 access. If the broker has a Suite360 account but the currently logged-in team member does not, that team member cannot generate a credit guide request on behalf of the broker.
Step 1 — Starting With the Basics
Users can sometimes solve errors with a quick fix. Try these steps first:
Clear the browser history (Chrome and Firefox) and then refresh the page.
Go to Integrations (Account icon > Settings > Integrations). Disconnect the 360 integration and then reconnect with your account.
Click the Regenerate icon near the error message.
Step 2 — Understanding the Error Messages
If a quick fix cannot solve the problem, BrokerEngine displays an error message. The table below lists the possible error types and solutions.
| Error Message | User Action |
|---|---|
| An unexpected error occurred. Please contact support. | Click the BrokerEngine support icon and send us a message. |
| Your integration with Suite360 has expired. Please refresh your integration at Settings > Integrations > Suite360 and try again. | Re-enter your Suite360 account credentials. |
| To generate a Credit Guide, you will need to set up your integration with Suite360. | Re-enter your Suite360 account credentials. |
| Error 12. We couldn't find a match for the Broker ID you provided. | Re-enter your Suite360 account credentials. |
| Error 13. It looks like you're trying to generate a Credit Guide for a broker in FLEX that you do not have permission to access. | See Error 13 details below. |
| Error 13. It looks like you don't have sufficient permissions to access this data. | See Error 13 details below. |
| Error 14. We couldn't find a match for the Broker ID you provided. | Re-enter your Suite360 account credentials. |
| FlexProcessingError: Cannot parse response. | Clear your browsing history. If that doesn't work, contact support. |
| Error 11. Your Organisation ID is missing. | Clear your browsing history. If that doesn't work, contact support. |
| Your Loan Writer ID is missing. | Clear your browsing history. If that doesn't work, contact support. |
| Your Loan Writer licence option is not selected. | Log in to your AFG account and read this article. |
| There is a problem with your Suite360 integration. | Clear your browsing history. If that doesn't work, contact support. |
| Your IDR (Internal Dispute Resolution) information is missing. | Log in to your AFG account and read this article. |
| Your NCCP licence has expired. | Email the CL50 form to the AFG compliance team. |
| Looks like the server is taking too long to respond. | Wait a few minutes and try again. |
| Code 403: The Credit Representative must have an ACR status selected. | TBA |
Step 3 — Understanding Error 13
This is the most common error. There are four possible causes and solutions:
a. Incorrect FLEX permissions — The user's FLEX login is set to AFG Loan Writer - No Commissions. Contact your AFG Partnership Manager to confirm permissions.
Solution: Change the user's FLEX permissions to Master Agent.
b. Wrong user login — The user has access to multiple broker/FLEX org accounts and is logged into the wrong one.
Solution: Confirm the login accounts are not mismatched. If that doesn't solve the problem, contact BrokerEngine support.
c. Wrong org — A user logged into a child org cannot generate a credit guide for an account in a higher-tier parent org.
Solution: Contact your AFG Partnership Manager or BrokerEngine support to confirm your org.
d. Wrong 360 account — The broker has multiple Suite360 orgs and entered the wrong credentials.
Solution: Log in to BrokerEngine incognito, disconnect Suite360, and reconnect with the correct credentials.
Tip: If you have multiple Suite360 accounts, enter integration credentials with your browser in incognito mode to avoid potential conflicts with saved history.
Step 4 — Credit Guide Not Generating
This error is rare. The user tries to generate a credit guide, but the status changes to Not Sent Generating with no error message and the page appears frozen.
The solution:
Open the card in full view mode.
Go to the top of the page and click the More link.
Select Disable Credit Guide and then Continue in the confirmation popup.
Click the More link again and select Enable Credit Guide. Go back to the FinanceVault page and regenerate the credit guide.
Step 5 — Alternative Solution for Multiple Accounts
Open browser in Incognito mode.
Login to BrokerEngine.
Go to Integrations > Suite360.
Click Connect.
Login using the correct email address.
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