Draft auto-generated by KB Maintenance on 2026-04-25 from 2 support conversation(s). Gap type: GAP. Source conversations: 215560963404831, 215560967154218.
This article explains what to do when Solution Builder quotes fail to pull through to Smartr365, or when you see the error message "There was a problem in saving the retrieved quotes".
Overview
When you save a quote in iPipeline Solution Builder and return to Smartr365, the quotes should automatically appear in the Protection section of your case. In some cases quotes do not appear, or an error is shown. This can be caused by a step being missed in Solution Builder, a browser caching issue, or an intermittent platform issue.
Steps to Try First
Confirm you saved correctly in Solution Builder: You must click Save for later (flag button → folder icon → "Save for later"). Simply viewing or comparing quotes does not save them to the case.
Click View Quotes in Smartr365: Return to your case and click the View Quotes button to trigger a refresh of the quotes list.
Navigate through Protection tabs: Click between tabs in the Protection section (e.g., Policy → Benefits → Quotes). This can trigger the quotes to load when the automatic refresh has not fired.
Check for multi-policy quotes: If you quoted multiple policies, each saves as a separate item. Check for multiple pending quote entries.
Clear browser cache and try incognito: Clear your browser's cache and cookies, then try in a private/incognito window or a different browser.
If Quotes Still Do Not Appear
If you have followed all the steps above and quotes still fail to pull through, this may be an intermittent platform-level issue. There is no adviser-side workaround for this specific failure path.
Note the case ID and the approximate time of the failed save attempt.
Contact Smartr365 support via the help centre. Support will investigate and escalate to engineering as needed.
Once the issue is resolved, you may need to re-quote the product in Solution Builder and save again.
Common Issues
No error shown but quotes not appearing: Navigate through protection tabs — this frequently resolves the issue without needing to re-quote.
Issue affects multiple cases / colleagues: This is consistent with a platform-level failure. Contact support and reference the case IDs and times affected.