This article explains what to do when a case submission to Concert Hub fails in Smartr365, including how to find the information support needs to investigate.
Overview
Concert Hub is the Openwork/JMD platform for submitting mortgage and protection cases. If a submission fails, Smartr365 will display an error message. To resolve the issue quickly, you need to gather the case ID and the exact error text and share them with support.
Step-by-Step
Note the exact error message. Please take a screenshot or copy the full text of the error. Do not just say "there is an error" — the specific wording tells us exactly what is wrong.
Find your case ID. The case ID is shown in the URL of the case page (e.g.
…/cases/1234/mortgage) and may also appear in the top right corner of the Case Page.Contact support via email or chat and provide:
Your firm name
The case ID
The full error message text
A screenshot if possible
Common Concert Hub Error Patterns
"KYC data submission failed" / "Failed to push M&P data to Openwork" — Client data could not be sent to Concert Hub. Check that all required client fields are complete (address, name, date of birth). If the error persists after checking, contact support with the case ID.
"Existing Properties: Street Address is required" — A property record on the case has an incomplete address. Re-enter the full street address for all properties listed on the case and retry.
If the Error Persists
If the issue is not resolved by checking the fields above, contact support@smartr365.com with the case ID and error text, screenshot. For JMD/Openwork advisers, support will escalate to the Openwork API team if needed.