Troubleshooting & FAQs

Q1: I clicked on “Calculate” but no fee is showing in the Fees table. What should I do?

A: If no fee appears in the main Fees table, it usually means the calculation did not go through successfully. However, the platform still generates a raw fee entry, with an error description that explains why the fee was not calculated.

Common reasons include:

• The fee rate is missing. Check the Mandate (for Off Product) or Strategy (for Product) to confirm the rate is set.

• The selected date is invalid or in the future. Fees can only be calculated for past periods.

• The portfolio doesn’t have eligible assets for the selected fee type (e.g., performance-linked fees).

Where to check:

• Mandate details (Off Product)

• Strategy setup (Product mode)

• Fee calculation logs (if available)

Q2: The fee amount looks wrong or is unexpectedly low. Why?

A: Common reasons include:

• Outdated or incorrect market values used for calculation.

• Incorrect fee rate on the Mandate or Strategy.

• Due to inconsistent or missing currency setup or FX rates.

Where to check:

• Portfolio Valuation Report for the period

• Mandate or Strategy fee rate settings

• Transaction ledger and position status

• Consult operations for NAV validation

Q3: I can’t select a Strategy when “Off Product” is turned ON. Is this a bug?

A: No, this is expected. When “Off Product” is ON, fees apply to the entire portfolio, so strategy selection is disabled to avoid partial fees.

Turn OFF “Off Product” to select and charge fees by Strategy.

Q4: How do I confirm if the fee was calculated and saved correctly?

A: View calculated fees on the Fees screen by filtering:

• Date period

• Portfolio

• Fee type (Management / Success/ etc.)

• Status (Active, etc.)

Click any fee entry to see its detailed information including Portfolio its linked to, Bank Account, Start Date or End date and logs if available.

Q5: Why do I see zero fees for a particular strategy?

A: This may happen because:

• The strategy had no positions during the fee period.

• Fee rate is missing or set to 0% in Strategy setup.

• Valuation date was skipped or incorrect.

Where to check:

• Strategy fee rate settings

• Valuation report for that period

• Position and transaction history

Q6: I selected a specific product, but the fee was calculated on the full portfolio. Why?

A: “Off Product” mode was likely ON, which overrides strategy selection.

Solution: Turn OFF “Off Product” and run the calculation again, then, specify the required Product (Strategy) in the Product field.

Q7: Where can I find detailed logs or error messages for failed calculations?

A: If logging is enabled, Calculation Logs will provide information on missing data, skipped fees, and errors.

Where to check: Contact your administrator to access:

• Logs tab

Q8: Can I re-calculate fees for the same period after fixing an issue?

A: Yes, as long as the fee hasn’t been Sent. You can:

• Delete or deactivate the previous fee entry

• Fix the data or inputs

• Re-run the calculation for the same period

Always review the newly created fee on table to ensure updated values are reflected.

Q9: What do error messages in the fee calculation mean?

A: Here’s a quick reference of common errors on platform and how to resolve them: