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Quote Issues

Symptoms: Quote stuck in “Running” status for 30+ minutesPossible causes:
  • Complex risk requiring extensive form filling
  • Carrier website slowness
  • Additional information required by carrier
  • Technical error
Solutions:
  1. Check the Dashboard’s Recent Activity for status updates
  2. Wait up to 1 hour for complex quotes
  3. If still running after 1 hour, contact support with the quote ID
  4. Review your uploaded documents for completeness
Symptoms: Quote shows “Declined” statusCommon reasons:
  • Risk outside carrier’s appetite
  • Missing required information
  • Loss history exceeds thresholds
  • Business type not covered by this carrier
Solutions:
  1. Review the decline reason provided
  2. Address any missing information issues
  3. Try a different carrier that covers this risk type
  4. Adjust coverage requirements if possible
  5. Contact the carrier directly for appetite clarification
Symptoms: Quote shows “Failed” statusPossible causes:
  • Carrier website changes (they update forms regularly)
  • Missing critical form fields in your upload
  • Connectivity issues
  • Incompatible document format
Solutions:
  1. Review your uploaded documents for completeness
  2. Ensure all required fields are included
  3. Retry the quote with the same information
  4. If failures persist, contact support with the quote ID
  5. Try uploading a different document format (e.g., native PDF instead of scan)

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Policy Upload Issues

Symptoms: Policy shows error during uploadPossible causes:
  • Non-PDF file format
  • Corrupted or password-protected file
  • File size too large (rare)
  • Low-quality scan
Solutions:
  1. Ensure the file is in PDF format (not Word, Excel, or image files)
  2. Remove password protection from the PDF
  3. If scanned, use high-quality scans (300 DPI or higher)
  4. Try re-exporting the PDF from the source
  5. Split very large policies (500+ pages) into smaller files
Symptoms: AI doesn’t extract all expected informationPossible causes:
  • Incomplete policy uploaded (missing pages)
  • Low-quality scan or image-based PDF
  • Non-standard policy format
  • Data in tables or charts rather than text
Solutions:
  1. Verify you uploaded ALL pages including endorsements
  2. Use native digital PDFs when possible (not scanned)
  3. Check that critical information is text-based, not images
  4. Re-upload with a higher-quality document
  5. Use Policy Chat to ask specific questions if extraction is partial
Symptoms: Cannot access chat or chat returns no resultsPossible issue: Policy Chat is unavailable for combined policy typesSolution:
  1. Check if your policy is marked as “Combined” type
  2. If yes, re-upload the policy and select the specific policy type (Auto, GL, etc.) instead of Combined
  3. Process the policy again
  4. Policy Chat should now be available

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Commission Statement Issues

Symptoms: Missing data or incorrect extractionPossible causes:
  • Low-quality scan or image
  • Non-standard format from carrier
  • Corrupted or password-protected file
  • Data in images/charts rather than text
Solutions:
  1. Ensure the file isn’t password-protected
  2. If scanned, use high-quality scans (300 DPI or higher)
  3. Try exporting the statement in a different format (Excel instead of PDF or vice versa)
  4. Contact support if issues persist - we may need to add support for this carrier’s format
Symptoms: Extracted amounts differ from what you expectedPossible causes:
  • Commission rate changed
  • Premium adjustment or endorsement
  • Carrier fee or deduction applied
  • Cancellation or refund processed
Solutions:
  1. Check the “Transaction Type” field for adjustments/cancellations
  2. Look for fee deductions in the extracted data
  3. Compare extracted data to the original statement manually
  4. Contact the carrier if discrepancies can’t be explained
  5. Export to Excel to analyze all line items

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Credit & Billing Issues

Symptoms: Balance seems stale or incorrectSolutions:
  1. Wait a few seconds - balance updates automatically every 10-15 seconds
  2. Click the “Refresh” button on the UsageTrackingBar
  3. Navigate to Settings → Billing and click “Refresh” on Balance Display
  4. If still incorrect after refresh, contact support with your Organization ID
Symptoms: Received failed payment notificationPossible causes:
  • Insufficient funds
  • Expired card
  • Bank declined the charge
  • Incorrect billing ZIP code
Solutions:
  1. Verify your card has sufficient funds
  2. Check card expiration date in Settings → Billing
  3. Update billing ZIP code if it changed
  4. Try a different payment method
  5. Contact your bank if they’re blocking the charge
  6. Mulligan will automatically retry after 3, 7, and 14 days
Symptoms: Cannot create quotes, upload policies, etc.Cause: Out of creditsSolutions:
  1. Check your credit balance on the UsageTrackingBar
  2. Option 1: Purchase additional credits ($1 each) at Settings → Billing
  3. Option 2: Upgrade your plan for more monthly credits
  4. Option 3: Wait for monthly credits to reset at the start of your billing period
Learn more about purchasing credits

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Team & Access Issues

Symptoms: Invited user says they didn’t get the emailSolutions:
  1. Check their spam/junk folder
  2. Verify you entered the correct email address
  3. Wait up to 15 minutes for email delivery
  4. Resend the invitation from Permissions page
Symptoms: Module is missing from their sidebarCause: Insufficient permissionsSolution:
  1. Navigate to Permissions from the sidebar
  2. Select the team member
  3. Grant them access to the module they need
  4. Save changes
  5. Have them refresh their browser
Learn more about permissions
Cause: Not on Team or Enterprise planSolution: Team member invitations require Team Plan ($999/month) or Enterprise.Free, Plus, and Pro plans are single-user only.Upgrade to Team Plan

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Login & Account Issues

Solution:
  1. Go to app.usemulligan.com
  2. Click “Forgot Password”
  3. Enter your email address
  4. Check your email for password reset link
  5. Click the link and set a new password
  6. Login with your new password
Cause: Using old email addressSolution: Use your new email address to login. After changing your email in Account Settings, your old email no longer works.If you forgot your new email, contact support.
Possible causes:
  • Multiple failed payment attempts
  • Terms of service violation
Solution:
  1. Check your email for notifications from Mulligan
  2. Update payment method if it was a billing issue
  3. Contact support immediately to resolve the suspension

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Still Need Help?

If these solutions don’t resolve your issue:
1

Gather information

  • Screenshot of the error (if applicable)
  • Steps to reproduce the issue
  • Your Organization ID (from Settings → Organization)
  • Specific feature affected (quote, policy upload, etc.)
2

Contact Support

Navigate to Support from the sidebar and submit a ticket with:
  • Description of the issue
  • Steps to reproduce
  • Screenshots
  • Your Organization ID
3

Expect a response

Our support team typically responds within:
  • Community (Pay as you Go): 48-72 hours
  • Email (Plus/Pro): 24 hours
  • Priority (Team): 12 hours
  • Dedicated (Enterprise): 4 hours or per SLA

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Next Steps

Best Practices

Tips for avoiding common issues

General FAQs

Answers to frequently asked questions

Billing FAQ

Billing-specific questions

Features

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