My Bonus Isn't Calculating Properly (TM)

There may be times when you suspect that a bonus isn't calculating properly for yourself. Perhaps no bonus is showing at all, or the bonus amount displayed doesn't seem quite right. Whatever the issue, we are here to help! If you have a bonus calculation concern, please select from one of the three processes below to allow us to find a quick resolution:

Submit a ticket right from the Bonus Calculation page (preferred method)

1. From the Bonus Tab, you will see a red box that says "Bonus Issue?" in the upper right corner.
2. Click on the red "Bonus Issue?" box and select Start.
3. Enter ALL of the information requested in each field. It is crucial to provide all of the requested information to expedite a resolution.
4. Once submitted, our support team will be notified. They will contact you once the issue is resolved, or if they have additional questions. 

NOTE: You can also access this form by clicking on the Support tab (located at the top of the page) and selecting the option for Bonus Issue and following the same steps listed above.

Email Support

1. Send an email to [e-mail] with the following information:
   • Team Member(s) affected
   • Bonus month in question
   • Description of issue (bonus amount is incorrect/bonus is not calculating at all)
   • All additional information pertaining to the bonus issue (example: "I should qualify for Tier 2 and earn 3% on Auto, but it still shows me at Tier 1")

Example:

Incorrect: "Can someone call me to go over my bonus plan? It's not calculating."

Correct: "Hi, the February bonuses are calculating incorrectly for me. I should qualify for Tier 2, which is 4% on P&C, but the bonus is showing zero. Tier 2 require 3 FS issued and I have 4 FS."

Our support team will then review your current bonus plans, settings, validations, and sales to determine the root cause of the issue. We will promptly respond to your ticket with a resolution, or additional questions, if needed. Again, please be as thorough as possible in your ticket to avoid delays in a resolution.

Chat with Support

1. Initiate a chat with FrontRunner Support
2. Please have the following information available: 
   • Team Member(s) affected
   • Bonus month in question
   • Description of issue (bonus amount is incorrect/bonus is not calculating at all)
   • All additional information pertaining to the bonus issue (example: "I should qualify for Tier 2 and earn 3% on Auto")

We will then get to work researching your bonus calculation and notify you via chat when we have a resolution, or if we have additional questions. If you are no longer connected to the chat, our messages will automatically go to your email.

If you have any remaining questions after reviewing our Help Articles, please send an email to [e-mail]. Please be descriptive and include as much info as possible in order to expedite a resolution. You may also visit the Support tab, located at the top of the page, for additional helpful resources!