How to use this guide: Work through every numbered step before opening a support case. If the issue resolves at any point, no case is needed. Only escalate to Fullpath Support (Tier 2) after completing all steps. Send Issue Details & Collected Materials to fp-transact-support@fullpath.com
Select Issue Type:
FLS Rates
Validation steps — work through these before escalating
| 1 |
Identify the rate issue Is the FLS rate missing, incorrect, or not applying? Note the specific program, lender, and vehicle trim. |
| 2 |
Check the effective date Confirm the rate's effective date hasn't expired and the deal date falls within the valid range. |
| 3 |
Verify lender selection on the deal Ensure the correct lender is selected. A mismatched lender will pull incorrect FLS rate data. |
| 4 |
Confirm store/region assignment Check that the store is mapped to the correct region where the FLS program applies. |
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✓ Issue resolved? Document the root cause and resolution. No case needed. |
✗ Still unresolved after all 4 steps? Collect: lender name, program, deal date, vehicle trim, store name, screenshot of the rate field. |
Escalate to Fullpath Support (Tier 2)
Open a case with the collected details. Reference "FLS Rate issue" in the subject line.
Open a case with the collected details. Reference "FLS Rate issue" in the subject line.
Password Resets
Validation steps — work through these before escalating
| 1 |
Confirm the user identity Verify the employee's name, email, and role before taking any action. Never reset without confirmation. |
| 2 |
Check if the account is locked vs. forgotten password Locked accounts need unlocking first. Forgotten passwords can go straight to the reset flow. |
| 3 |
Initiate self-service reset Direct the employee to use the "Forgot password" link on the login page. Confirm they receive the reset email. |
| 4 |
Check email delivery If no email arrives, check spam. Confirm the email on file matches what the employee expects. |
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✓ Employee can log in? Issue resolved. No case needed. |
✗ Reset email not received or still can't log in? Collect: employee name, email address, system (Transact login), and error message if any. |
Escalate to Fullpath Support (Tier 2)
Open a case. Reference "Password reset failure" and include the employee email.
Open a case. Reference "Password reset failure" and include the employee email.
Create Accounts
Validation steps — work through these before escalating
| 1 |
Verify the request is authorized Confirm a manager or authorized person submitted the request. New accounts should not be created without approval. |
| 2 |
Check for duplicate accounts Search by email and name to ensure the employee doesn't already have an account that can be reactivated. |
| 3 |
Gather required info First/last name, work email, role/department, store location, and permissions level needed. |
| 4 |
Create the account and send invite Follow standard account creation flow. Confirm the welcome/invite email is delivered successfully. |
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✓ Account created and employee can access? Resolved. Log the new account for records. |
✗ Error during creation or invite not sent? Collect: employee name, email, role, store, error message or screenshot. |
Escalate to Fullpath Support (Tier 2)
Open a case. Reference "Account creation error" and include the collected information.
Open a case. Reference "Account creation error" and include the collected information.
Update Employee Access
Validation steps — work through these before escalating
| 1 |
Confirm authorization Permission changes must come from a manager or authorized request. Verify before proceeding. |
| 2 |
Identify current vs. needed access Document what the employee currently has and what specifically needs to be added or removed. |
| 3 |
Apply access changes Update permissions in the system. Changes should take effect immediately unless a sync is required. |
| 4 |
Verify the employee can see/do the right things Have the employee log out and back in, then confirm the updated access is working correctly. |
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✓ Access updated and working? Resolved. Document the change for audit purposes. |
✗ Changes not saving or not taking effect? Collect: employee name, email, what access was changed, what they can/can't do now. |
Escalate to Fullpath Support (Tier 2)
Open a case. Reference "Access update issue" with employee and change details.
Open a case. Reference "Access update issue" with employee and change details.
Rebate Issues
Validation steps — work through these before escalating
| 1 |
Identify the rebate problem Is the rebate missing, wrong amount, or not applying to the deal? Note the deal number and vehicle. |
| 2 |
Check customer eligibility Confirm the customer meets the rebate criteria (e.g., loyalty, conquest, military, college grad). |
| 3 |
Verify the vehicle and program match Ensure the rebate program applies to this vehicle's year, make, model, and trim level. |
| 4 |
Check rebate effective dates Confirm the deal date falls within the rebate program's active window. Expired programs won't apply. |
| 5 |
Confirm rebates aren't being stacked incorrectly Some rebates cannot be combined. Verify only compatible programs are selected on the deal. |
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✓ Rebate applying correctly? Resolved. Note which step identified the fix. |
✗ Still not resolving after all 5 steps? Collect: deal number, vehicle details, rebate program name, customer eligibility info, and a screenshot. |
Escalate to Fullpath Support (Tier 2)
Open a case. Reference "Rebate issue" with deal and program details attached.
Open a case. Reference "Rebate issue" with deal and program details attached.
Residual Issues
Validation steps — work through these before escalating
| 1 |
Identify the residual problem Is the residual value missing, wrong, or pulling from the wrong source? Note the vehicle and lease term. |
| 2 |
Confirm the lease term and mileage Residuals vary by term (24/36/48 months) and annual mileage allowance. Verify the deal inputs match expectations. |
| 3 |
Check the lender program is active Confirm the lender is offering a lease program on this vehicle and the program hasn't expired. |
| 4 |
Verify the vehicle trim/MSRP match Residual percentages are MSRP-based and trim-specific. Confirm the vehicle's MSRP and trim are correct in the deal. |
| 5 |
Cross-check residual against lender guide (if available) If you have access to the lender's current residual table, compare to what Transact is displaying. |
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✓ Residual showing correctly? Resolved. No case needed. |
✗ Residual still incorrect after all 5 steps? Collect: lender name, vehicle year/make/model/trim, MSRP, lease term, mileage, and a screenshot. |
Escalate to Fullpath Support (Tier 2)
Open a case. Reference "Residual value issue" with full deal and vehicle details.
Open a case. Reference "Residual value issue" with full deal and vehicle details.