If you experience an error when accessing ApplyOnline (AOL) from Mercury Nexus, it is typically related to user permissions or account authentication.
This guide outlines how to resolve the most common access issues.
ApplyOnline “NoViewPermission” error
Error message
“You do not have permission to view the requested document. Failed on Document Assignment History”
Error code: NoViewPermission
This error may appear when selecting Edit ApplyOnline Application.
How to resolve
You do not currently have the required permission level to view the application.
To fix this:
Contact someone within your parent company who has Partner Level access.
Request that they grant you Admin access. To grant an admin user access to ApplyOnline:
Navigate to Admin > Manage Users in Mercury.
Open the user’s record by double-clicking it.
Assign the Admin access role to the user.
Ask the user to sign out and sign back in for the permission changes to take effect.
Once your access level has been updated, try accessing the application again.
Missing Apply Online (AOL) Tile
If you cannot see the AOL tile after being reactivated, it is likely due to missing permissions. Ensure that the required "Admin" role is enabled for your user account within your partner group. Once the role is granted, sign out and sign back into Mercury for the changes to take effect. If the Admin role has been enabled but the AOL tile is still missing, follow these steps:
Confirm that the Admin role is enabled.
Sign out and sign back in to refresh your permissions.
If the issue persists, a backend account resync may be required. Contact your system administrator or the Mercury Helpdesk to perform the resync.
Once the resync is complete, log out and back in again to apply the update.
Unable to Open AOL Applications
If clicking the AOL portal does not display any applications, follow these steps:
Open the AOL app from your Mercury Dashboard.
Use the search bar in the top-right corner of the AOL app to enter the AOL Application ID (e.g., MER########-CON) and press Enter.
The specific application should open.
Launching the AOL app directly from the Mercury Dashboard and searching by the AOL ID often resolves this issue.
Accessing Cloned AOL Applications
If a cloned AOL application is not visible in Mercury Lodgements, you can still access it directly:
Navigate to the Apply Online tile from your Nexus Dashboard.
Search for the specific cloned AOL ID within the AOL app.
This allows you to work with the application even if it does not appear under Mercury Lodgements.
Assigning Applications to Brokers
If a broker needs access to view or work on an AOL application:
Reassign the application to the broker.
Instruct the broker to log out and log back into Mercury to apply the changes.
ApplyOnline “Invalid Key” error
Error message
“Invalid Key: Authentication Key passed was less than 36 characters”
This error occurs when your ApplyOnline authentication key is not correctly synced with Mercury Nexus.
How to resolve
You will need to have your ApplyOnline account re-synchronised.
To do this:
Email [email protected]; or
If already in chat support, select Talk to a person.
The Mercury Helpdesk will re-sync your ApplyOnline credentials.
Preventing future access issues
Ensure your Mercury user role is correct.
Confirm your ApplyOnline account is active.
Avoid sharing login credentials between users.- Sign out and sign back in after permissions are updated to ensure changes take effect.
Regularly review user roles and permissions to ensure they align with current access needs.
Contact support if backend resyncs or additional troubleshooting steps are required.
If you change roles or businesses, confirm your ApplyOnline permissions are updated accordingly.When launching Apply Online from the AOL tile within Mercury CRM, no separate verification code is required. Access is seamlessly handled through your Mercury login credentials.
Need help?
If you continue to experience access issues with ApplyOnline, contact your Partnership Manager or email [email protected].