If a send or submit action in Smartr365 fails with a generic error message (such as "attempt to send failed" or "something went wrong"), this guide helps you identify whether the issue is transient or requires investigation.
Overview
Generic submission failures can be caused by two distinct scenarios:
Transient platform issue: A brief infrastructure blip affecting multiple users at the same time. Usually resolves within a few minutes without any changes.
Data-validation issue: A persistent problem specific to your case or form — usually caused by an incomplete or invalid field that isn't visibly highlighted.
Step-by-Step
Wait a moment and retry. Transient errors often resolve within a few minutes. Try submitting again without making any changes first.
Check for incomplete or invalid fields. Go back through the relevant form sections and look for any highlighted, empty, or invalid fields — including sections you haven't recently edited.
Check required dropdowns and tick-boxes. Some fields (such as "Basis of Cover" or occupation) are required but may not visibly highlight as errors before you attempt to submit.
Log out and back in. An expired session can sometimes cause submission failures. Refresh your session and retry.
Note the exact error message and any reference code that appears — take a screenshot.
If the error persists after 2–3 retries: Contact Smartr365 support with:
The Case ID
The exact error text or reference code
The specific action you were performing (e.g. submit a DIP, send to ConcertHub, submit a Fact Find)
The time the error first occurred
Common Scenarios
Error appears briefly then disappears on retry: Likely a transient infrastructure issue — no action needed if the retry succeeds.
Same error on every attempt regardless of retries: Likely a data-specific validation issue on the case. Contact support with the Case ID and error details.
Multiple colleagues reporting the same error at the same time: May indicate a platform-wide incident. Contact support to confirm and check if a fix is in progress.