In order to cancel requests that have been approved by the sponsor:

1. Open the appropriate plan year in Relius. If this is an older transaction, you may need to open prior plan years to correctly identify the pending request that should be deleted.

2. Select the transactions icon in Relius once the plan year has been opened.

3. Search for ppt’s trx by SSN and hit find next until you find the most recent transaction for them where all fields are white. Greyed out transactions are ones that have been processed, white transactions are ones that are still pending. Please note that the “effective date” listed will always show today’s date. 

4. Select the pending transaction in white for the appropriate participant and click delete (highlighted icon). You’ll be prompted if you wish to delete selected transaction, hit yes.

5. Once you’ve done this, please go into the participant’s account in MPC and attempt to request a transaction yourself. If you are still getting an error for a pending transaction, either an above step was missed or there may be something else awry which we can research into. Please ensure to always double check the pending transaction is removed before confirming with the CSR or participant that their request has been cancelled. When participants come back to us stating they are still being blocked from requesting a new transaction, this can cause big issues if their balance keeps dropping and we have caused this delay, or this can of course cause financial hardships for people.

Cancelling requests that have not been approved by the sponsor:

1. Open the transactions approval screen in Relius. This will take a few mins to load.

2. Select the binoculars icon and enter the six digit web confirm ID from the PC details tab and hit okay.

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3. Select cancelled on drop down menu for approval status and confirm the cancellation when prompted to do so.

4. Save changes.

5. Please log in to the participant’s account to ensure there is no longer an error saying there’s a pending transaction. 

With each of these scenarios, please ensure to also cancel the PC record and add notes indicating the reason for the cancellation.