A scheme tier result is unexpected

Applies to: Admins and Finance users
Prerequisites: The exact input value and applicable rule or tier

Problem

A metric value appears to use the wrong tier or payout.

Likely causes

• The scheme uses SLAB rather than PROGRESSIVE, or the reverse.
• A tier boundary has a gap or overlap.
• The evaluation mode is Apply All, First, Best, or Lowest.
• Rule scope is Individual rather than Total, or the reverse.
• The rule uses the wrong source or metric.
• A cap affects the result.
• A qualifier affects eligibility.
• Sign or carry treatment affects the value.

Checks to perform

1. Write down the exact metric value.
2. Inspect the evaluation mode and applicable rule.
3. Verify every boundary and payout expression.
4. Check the cap and any other rules.
5. Test values below, at, and above the boundary.

Resolution steps

1. Correct the authorised rule defect in a draft or test copy.
2. Backtest representative periods.
3. Obtain approval before publishing.
4. Reconcile affected results.

When to contact support

Contact Support if the displayed rule and known input imply a different tier, or if tier-boundary semantics remain ambiguous.

Information to include

• Scheme and rule.
• Evaluation mode and scope.
• Tier method and boundaries.
• Input value.
• Expected or manual result.
• Cap.
• Anonymised replay evidence.

Last updated: August 2026