Troubleshooting: Paymentshield Quote Errors in Smartr365
If you receive an error when trying to generate a Paymentshield home insurance quote from within Smartr365, follow the steps below to diagnose and resolve the issue.
Common Error Messages
"Sorry, we're unable to provide quotes right now due to a service issue" — This is a Paymentshield API error (their service is temporarily unavailable)
Credential or authentication errors — Your Paymentshield login details in Smartr365 may be incorrect or expired
No quotes returned / blank results — The case data may be incomplete or the credentials may not be linked correctly
Step 1: Verify Your Credentials
Go to Settings > My Credentials > Paymentshield
Check that the following fields are filled in correctly:
User ID — Your Paymentshield adviser/user ID
Passkey — Your API access key or password
Branch Number — Your brokerage branch identifier (e.g. SES-SAR0013432-BC)
If in doubt, contact Paymentshield directly to confirm your correct credentials and branch number
Step 2: Re-Enter Your Credentials
Even if your credentials look correct, try deleting and re-entering them:
Clear all three fields (User ID, Passkey, Branch Number)
Click Save
Re-enter the correct values
Click Save again
Try generating a quote
Step 3: Test with Paymentshield Directly
If quotes fail in Smartr365 but you can log in and quote directly on the Paymentshield website, this confirms your credentials are valid. The issue may be:
A temporary Paymentshield API outage (wait and retry in 15-30 minutes)
A mismatch between the credentials format Smartr365 expects and what you entered
A platform-level configuration issue — contact Smartr365 Support
Step 4: Check for Service Outages
The error "unable to provide quotes right now due to a service issue" comes from Paymentshield's API, not from Smartr365. This usually resolves itself within a few hours. If it persists for more than a day, contact both Paymentshield and Smartr365 Support.
Still Having Issues?
Contact Smartr365 Support with:
The case number you are trying to quote on
A screenshot of the error message
Whether the issue affects all cases or just one
Whether other advisers at your firm are also affected
Related article: How to Set Up and Use Paymentshield for Home Insurance