What to Do When a Case Fails to Create
If a submission fails and no case is created in FirstAML, follow these steps:
Step 1 — Note the error message
The banner will indicate why the case could not be created. Share this with your administrator so they can identify what needs to be updated in FirstAML.
Step 2 — Ask your administrator to re-sync
The most common cause of a failed case creation is outdated data in Rex. Your administrator should:
- Go to Admin → Integrations → FirstAML
- Click the Sync button
- Confirm the Last Sync timestamp has updated
Step 3 — Resubmit the case
Once the sync is complete:
- Return to the listing
- Open the AML pop-up under Contact Compliance
- The affected contact will still appear in the Pending Submission tab
- Select the contact and submit again
If the error persists after re-syncing, contact Rex Support and provide the error message you received.
Your email address is not registered with FirstAML. Please complete the setup first.
What it means: The email address on your Rex account does not match any agent account in FirstAML. Rex maps agents by email address, so if your email is not found in the synced agent list, you will not be able to submit cases.
What to do:
- Contact your administrator
- Ask them to confirm your email address is registered in FirstAML
- Once registered, the administrator must perform a manual sync in Rex to pull in the updated agent list
- After the sync is complete, try submitting again
Your account has no access to submit a case. Contact your administrator.
What it means: Your FirstAML account is either disabled or not eligible to be assigned to cases. This is controlled by two settings in FirstAML:
- Can be assigned to cases is set to
false, or - Your account has been disabled in FirstAML
What to do:
- Contact your administrator
- Ask them to check your account status in the FirstAML console
- Once your account has been updated, the administrator must perform a manual sync in Rex
- After the sync is complete, try submitting again
The case could not be created. Please contact your administrator to re-sync the data with First AML.
What it means: Rex attempted to create a case in FirstAML but the request was rejected. This typically happens when the office or agent data stored in Rex is no longer valid in FirstAML — for example:
- An agent has been moved to a different office in FirstAML but Rex has not been re-synced
- An agent's account has been removed or invalidated in FirstAML
- The office ID stored in Rex no longer exists in FirstAML
- The case tag keys stored in Rex do not match the current FirstAML configuration
The contact will not be moved to the Submitted tab and no case will be created in FirstAML.
What to do:
- Contact your administrator
- Ask them to perform a manual sync from Admin → Integrations → FirstAML
- Once the sync is complete, return to the listing and resubmit the case
This error clears automatically when you close the AML pop-up.
Status Not Updating? Try Reloading the Page
Status updates in Rex are driven by webhooks from FirstAML. In most cases, changes made in FirstAML will reflect in Rex automatically. However, if a status appears unchanged after actioning a case in FirstAML, a page reload will force Rex to display the latest data.
To reload:
- Save any unsaved work in Rex
- Refresh the page in your browser (or press F5 / Cmd + R)
- Reopen the listing and click AML under Contact Compliance
- Check the Submitted tab for the updated status
If the status still hasn't updated after reloading, allow a few more minutes for the webhook to come through from FirstAML before trying again. If the issue persists, contact Rex Support.
Still Having Issues?
If you have followed the steps above and are still experiencing errors, contact Rex Support with the following information:
- The error message displayed in Rex
- The listing the submission was attempted from
- The name of the contact you were trying to submit
- The date and time of the attempt
Errors displayed in the AML pop-up clear when the pop-up is closed. Always note the error message before closing so you can share it with your administrator or support team.