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Direct Bill FAQ

Answers to common Direct Bill questions about missing policies, posting errors, transaction codes, statement processing, and carrier retrieval.

Written by Stacey Burk

Direct Bill FAQ

Use this FAQ when you run into common Direct Bill issues while uploading, reviewing, reconciling, or posting commission statements.

Why can't I find the policy I need during review?

If the policy does not appear in Policy Search, first confirm the policy exists in your AMS and that the policy term is current.

Then try:

  1. Search by client name.

  2. Search by policy number.

  3. Use any quick-search values shown from the selected transaction.

  4. If available, click Refresh from AMS.

  5. Search again after the refresh completes.

If the policy still does not appear, contact Eventual Support with the carrier, insured name, policy number, statement name, and accounting month.

Why did Eventual suggest the wrong policy or prior policy term?

This can happen when the statement arrives before the newest policy term is available in your AMS, or when the carrier statement uses a policy number or carrier name that does not match the AMS record exactly.

Before reconciling:

  1. Confirm the correct policy term exists in your AMS.

  2. Use Refresh from AMS if it is available.

  3. Search manually by insured name or policy number.

  4. Select the correct policy and line before clicking Reconcile.

Note: If Eventual selected the wrong policy automatically, contact Eventual Support so the team can review the match and prevent the same issue going forward.

What should I do if a statement is stuck processing or does not become ready to import?

Most statements move from upload into processing, then become ready to import. If a statement does not move forward:

  1. Confirm the file is a supported format.

  2. Confirm the file opens correctly on your computer.

  3. Check whether the statement was uploaded to the correct accounting month.

  4. Try uploading the file again if the first upload failed.

  5. Contact Eventual Support if the statement still does not process.

Include the carrier name, file name, upload date, and accounting month when contacting support.

What should I do if statement highlighting or the document preview looks wrong?

The statement preview helps you compare extracted transaction data with the original statement. If the highlight does not line up with the correct transaction, continue reviewing the extracted row carefully before reconciling.

If the statement data itself is incorrect:

  1. Correct the extracted row if it is editable.

  2. Continue only when the transaction data is accurate.

  3. Contact Eventual Support if the issue affects multiple rows or statements.

Tip: Include the statement file name, carrier, and an example transaction when reporting a highlighting or extraction issue.

Why do I need to choose a transaction code before reconciling?

Some AMS integrations require a transaction code before a Direct Bill transaction can be reconciled or posted. If Eventual cannot determine the code automatically, you may need to select it during review.

If this happens often, ask your agency admin to review DB Reconciliation settings, especially:

  • Transaction Code Determination

  • Default Transaction Code

  • Transaction Code Mappings

  • Allow user override

What should I do if posting fails?

If a statement shows a posting error, review the statement and click Retry Post when the issue is ready to retry.

If the retry does not work:

  1. Confirm the statement is still in the correct accounting month.

  2. Check whether any required posting information is missing.

  3. Confirm the statement or related receipt requirements are complete.

  4. Contact Eventual Support with the statement name, carrier, AMS, and posting error details.

Note: Do not re-upload the same statement unless Eventual Support recommends it. Retrying the post is usually the first step.

Why am I being asked for receipt or check information before posting?

Your agency or AMS settings may require additional posting information before a statement can be posted.

Depending on your setup, Eventual may require:

  • A posted linked receipt before statement posting.

  • Check information before posting.

  • Deposit date or check number details.

If you are not sure which requirement applies, review the statement details and your DB Reconciliation settings, or contact Eventual Support.

What should I do if a carrier statement or document does not appear automatically?

If your agency uses carrier retrieval or email forwarding, first confirm how that carrier is supposed to send statements.

For website retrieval:

  1. Confirm the carrier connection is active.

  2. Confirm the carrier portal credentials are still valid.

  3. Confirm MFA details are current, if the carrier uses MFA.

For email forwarding:

  1. Confirm the carrier sent the statement to the expected inbox.

  2. Confirm the forwarding rule is still active.

  3. Confirm the message included the statement file.

If the statement still does not appear, contact Eventual Support with the carrier name, expected statement date, and connection method.

How do I reset a forgotten carrier portal password?

If a carrier portal password is forgotten or no longer works, reset the password directly with the carrier first. Eventual stores the login used for retrieval, but Eventual cannot reset a password for the carrier portal.

  1. Open the carrier's website.

  2. Use the carrier's forgot-password or reset-password option to create a new password.

  3. Sign in to the carrier portal with the new password to confirm it works.

  4. In Eventual, go to Carrier Connections.

  5. Open the carrier connection and click Edit.

  6. Enter the updated Password. If needed, review the Username and MFA (Multi Factor Authentication) details.

  7. Click Update Credentials.

After the credentials are updated, Eventual uses the new password the next time it checks the carrier for statements or documents.

Note: If the carrier uses MFA, make sure the MFA method is still available to your team. If the connection still shows a login issue after the password is updated, contact Eventual Support with the carrier name, connection method, and the username or email used for the carrier portal.

How do I reset a forgotten Eventual Treasury password?

If you forgot the password for your Eventual Treasury login, use the password reset link from the login page.

  1. Go to the Eventual Treasury login page.

  2. Click Forgot Password?.

  3. Enter your Email.

  4. Click Send Reset Link.

  5. Check your inbox and spam folder for the reset email.

  6. Open the reset link and enter your New Password.

  7. Enter the same password again in Confirm Password.

  8. Click Reset Password.

  9. Return to the login page and sign in with your new password.

Your new password must be at least 12 characters and include an uppercase letter, lowercase letter, number, and special character.

Note: Password reset links expire after 3 hours. If the link is expired or does not work, click Request New Reset Link and repeat the reset process. If you do not receive the email, contact Eventual Support with the email address you use to sign in.

What information should I include when contacting Eventual Support?

For Direct Bill issues, include as much of the following as possible:

  • Carrier name

  • Statement file name

  • Accounting month

  • AMS integration

  • Insured name

  • Policy number

  • Transaction amount

  • Screenshot of the issue

  • Whether the issue is during upload, review, reconciliation, or posting

This helps Eventual Support identify the statement and troubleshoot the issue faster.

Need Help?

Contact Eventual Support if you need help with a Direct Bill statement, policy match, posting error, transaction code, or carrier retrieval issue.

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