I'm getting an error when using contract enquiry - what does it mean?

We closely monitor the usage of the service and pick up on any error trends. Below we aim to briefly explain some of the error messages you may have received and offer you an answer to why.

 

Error messageAction
Aviva Life Authentication failed - please call the Life Online Support Team on 0845 309 3999 between 08:30 and 17:30, Monday to Friday
Your online account number is locked, please call the Life Online Support  Team on 0845 309 3999 to re-set your PIN before trying again.
Contract not foundThe policy number/format you have input may be incorrect or the policy  might have been transferred, surrendered or maturated.
Please call Aviva for a valuation.
Pensions: 0845 9000 815
Investments: 0845 9000 810
We're sorry, but an online enquiry is not available for this policy. Please call us for a valuation on  08451 444 444 between 9am and 5pm (Mon-Fri).
Please call 08451 444 444 to request a valuation.
Enquiries on this Product Type/Sub Type not supported by ProviderRecord in CRM that online valuation not possible.
Please call Aviva to request a valuation.
Pensions: 0845 9000 815
Investments: 0845 9000 810
The contract on which you are enquiring is currently undergoing an alteration. It is not possible to return any data at this time
Aviva are currently making an alteration to the contract, please try again later, if problems persist call Aviva
Pensions: 0845 9000 815
Investments: 0845 9000 810
Provider system problem. Details cannot be returned Please try later.
Please retry later and if problem persists please contact the Life Online Support Team on 0845 309 3999.
Providers system not available, as it is outside the hours of operationPlease try again within the hours of service:
Monday to Friday 0730 – 2000
Saturday 0800 – 1600
Sunday Closed
This contract cannot be accessed under contract enquiry.Record in CRM that online valuation not possible.
Please call Aviva to request a valuation.
Pensions: 0845 9000 815,
Investments: 0845 9000 810
User not recognisedThis could simply be that the Online Account Number and PIN / password that
have been input are incorrect. Check in CRM that the details are correct, if the error still occurs please contact the Life Online Support Team on 0845 309
3999.
User not allowed accessEach OAN/UNIPASS is initially only linked to one agency code. If any 'sub' agency
code is used at registration users will only have access to contracts written through that agency code. Our Life Online Support Team can check / update the
mapping on your account please call them on 0845 309 3999.