This particular issue is often with the carrier directly.
If a policyholder gets an error message when attempting to connect to a carrier, visit the carrier website and verify that the policyholder can login and all policies show up correctly. If policies are showing on the carrier website without error, please email your Agency Success Manager. If login is unsuccessful on the carrier website, the issue is carrier-related and outside of GloveBox's troubleshooting capacity; we'll need to wait for the maintenance on the carrier site to be completed.
Verifying on the carrier website that logging in is working is also important to verify the username and password for logging in are accurate as well. Ultimately if the client has verified the username and password are working, please send a detailed email to firstname.lastname@example.org and our development team will investigate.