Following up on your support ticket
Email thread Ardenmore Pension Administration · support
Matthew Grice says scheme data is not appearing, clients are asking for summaries and he is worried. Callie Brennan chased the open ticket. He asks for a fix today and points to Sukhvinder, who set up the connection.
What was said
What this says
As at Fri 9 Oct 2026Matthew Grice says scheme data is not appearing, clients are asking for summaries and he is worried. Callie Brennan chased the open ticket. He asks for a fix today and points to Sukhvinder, who set up the connection.
Ask: Callie wanted to know which schemes were expected and when Matthew last saw new data, to separate a mapping issue from an unloaded source.
Customer view: Matthew is worried because clients are asking for scheme summaries and the larger schemes show nothing new. He cannot give a date and wants an answer today.
Next: Callie needs the connection details from Sukhvinder and a clear answer to Matthew on cause and timing.
The thread
Updated 9 Oct 26Messages
Callie Brennan 26 Sep 2023 08:10Hi Matthew, I'm following up on the ticket you raised about the data not appearing for your schemes. I can see it is still open, and I'd like to be sure we get it sorted before your team starts relying on the brain. What I need from your side is a quick note on which schemes you expected to see and roughly when you last looked. That will tell me whether this is a mapping issue or a source that hasn't loaded yet. Thanks, Callie
Matthew Grice 26 Sep 2023 10:42Callie, Thanks for chasing. To be honest I'm a bit worried, as I have a couple of clients asking me for scheme summaries and I can't get what I need from it yet. I looked again this morning and it's the same as last week. It's mostly the larger schemes, the ones I deal with most. I haven't got an exact date for the last time it showed anything new, sorry. Sukhvinder set the connection up so he may know more. Can you let me know today if this is something you can fix quickly? Matthew