Common Issues and Resolutions
- Transfer Not Complete
Issue: Broker reports transfer has not completed
Common Cause: Employer has not approved the request
How to Resolve:
- Confirm request was submitted successfully through the correct platform (especially until INBiz decommission)
- Verify Employer approval status
- Advise Broker to follow up with employer
- Allow up to 1-2 hours for a new request to appear in employer queue.
- Employer Cannot Locate Pending Requests
Issue: Employer does not see a pending transfer request in ML1
Common Causes:
- Request has not been submitted successfully by broker
- Request not yet synced
- Employer selected Manage Transfer Request action from the wrong license record.
How to Resolve:
- Confirm the employer is using the correct license record (number must match request)
- Allow up to 1-2 hours for a new request to appear in employer queue
- Advise employer to delete all previously started “Manage Transfer Request” items from their Activity Panel in ML1 and try again after an hour or so.
- If all other steps have been attempted, you may contact PLA's Call Center to Escalate to Tier 2.
- Duplicate Requests Submitted
Issue: Multiple reassignment requests submitted by the same broker
Common Cause:
- Broker resubmitted before prior request was completed
- Broker submits via multiple platform/media
How to Resolve:
- System will identify latest request to “process” and escalate outdate/duplicate request for staff review
- Incorrect Employer Selected
Issue: Broker selected wrong employer on their Reassignment request
How to Resolve:
- If the “wrong” request was submitted but has not been completed
- Advise broker to submit a new Reassignment request via ML1. New request will supersede prior request, which will then be canceled and escalated for Review.
- If the “wrong” request was already completed (aka approved or denied by the “wrong” employer)
- Please Contact PLA for Tier 2 to review; and
- Advise broker to submit new reassignment request.
- If the “wrong” request was submitted but has not been completed
- Activation Request Pending Review
Issue: Broker is in Referral or Inactive after transfer and expects/requested for Active status
Cause: Activation requires staff review or still pending due procedures
How to Resolve:
- Internal Review of CE Compliance and potential disclosures.
- If Approved: Status will be updated.
- If Denied: Status will not change.
- Correspondence to broker on outcome if required
- Internal Review of CE Compliance and potential disclosures.
- Status Does Not Match Expectation
Issue: Broker expects different license status after transfer
Common Cause: System applied standard status rules (e.g. Referral parking status while pending for Activation)
How to Resolve:
- Internal Review of the initial status and requested change
- Confirm whether Activation review is required
- Request No Longer Valid
Issue: Request does not reflect current broker or employer license status
Common Cause:
- Changes to broker’s or employer’s license status, expiration date, eligibility after request being initiated, or started in ML1.
- Brokers submitted a newer request or duplicate request
- Brokers already associated with the proposed employer or a newer job offer
How to Resolve:
- Contact PLA's Call Center and request Tier 2 for Review
- Actions Defined
ML1 Action Reassignment Manage Transfer Request Remove Associated Broker Description Broker requests a transfer to a new brokerage, a transfer out, a license status change (including activation), or any combination of these in a single submission. Company/Managing Broker reviews and approves or denies a transfer request submitted by a broker. Brokerage removes an associated broker who has not submitted a reassignment request after employment ends. Eligibility Brokers must be in Active, Referral, Inactive, or Unassigned status to initiate the form. The company/Managing Broker must be active All license statuses and durations (including expired licenses and probationary)
*Please note that an Access Indiana account is required to utilize Online Services. Access Indiana is a statewide effort to improve the user experience when accessing government services through creation of a portal where Hoosiers can access, link and manage their online account for multiple state agencies. If you already have an existing Access Indiana account, you can login to your account. For an Access Indiana guide, please go to Access Indiana: Getting Started.










