Common KU/LGE Errors and How to Fix Them

• LGE-KU indicates that pledge has been CANCELLED.
  • Issue: The worker called KU/LGE and the pledge number that is still associated with the application was cancelled.
  • Fix: Determine if there is still a good pledge number for the account (maybe a second one) or create a new pledge.  Then go into CASTiNET and Edit the application, entering the new pledge number. Note:  When pledges have been canceled for non-payment due to being past due 40 days, KU/LGE does not allow re-entering of pledges.  Please contact KU/LGE for further assistance. 
• Agency County Code does not match LGE-KU code.
  • Issue: The county associated with the login used to create a pledge on KU/LGE's web portal does not match the county the application was taken in.  This often happens if the central office uses their login to create a new pledge for one of the counties.
  • Fix: Call KU/LGE to cancel the pledge, create a new pledge associated with the correct county.  Then go into CASTiNET and Edit the application, entering the new pledge number.
• Pledge Amount does not match the LGE-KU amount.
  • Issue: Application benefit amount was edited after a pledge was created.  This causes the pledge amount to be different than the approved amount on the application.
  • Fix: Call KU/LGE to cancel the pledge, create a new pledge associated with the correct amount.  Then go into CASTiNET and Edit the application, entering the new pledge number.
• Application Number does not match the LGE-KU number.
  • Issue: A pledge number created on one application is used on a different application.  The most common scenario where this happens is if a worker unposts an application and approves a new application with the pledge number from the previous application.
  • Fix: Call KU/LGE to cancel the pledge and create a new pledge for the information on the new application.  Then go into CASTiNET and Edit the application, entering the new pledge number.
• Pledge does not exist on specified Account.
  • Issue: Pledge was manually entered on the wrong account.
  • Fix: Investigate where the pledge should be.  This can be done, for example, by searching for the pledge number in the Finance Section.
• Pledge has already been submitted on prior batch.
  • Issue: Pledge was manually entered on the wrong account.
  • Fix: Investigate where the pledge should be.  This can be done, for example, by searching for the pledge number in the Finance Section.
• Pledge Type does not match LGE-KU type.
  • Issue: Most likely, while creating a new pledge on the phone, KU/LGE entered it under the wrong Pledge Type.
  • Fix: Call KU/LGE to cancel the pledge and create a new one.  Then go into CASTiNET and Edit the application, entering the new pledge number.
• Pledge posted under incorrect LGE-KU Agency Code.
  • Issue: Most likely, while creating a pledge on the phone, KU/LGE entered it under the wrong Organization.
  • Fix: Call KU/LGE to cancel the pledge and create a new one. Then go into CASTiNET and Edit the application, entering the new pledge number.