1. Quick Diagnostic Table

If you see… (Symptom) It likely means… (Root Cause) Priority Level
Digital Submission Bonus Not Credited Application not fully digital or missed required document High
Efficiency Rebate Delayed Submission steps incomplete or ineligible financier selected Medium
Dealer Rebate Failed / Not Eligible Manual steps, duplicate submissions, or incomplete workflow High
Application Marked ‘Manual’ Not submitted via Xport’s digital workflow High
Status ‘Pending’ for >24 hours Missing attachment or incorrect financier routing Medium

2. Understanding the Rejection/Delay

Definition:

A digital submission bonus is an automated incentive credited to dealers submitting compliant, fully digital loan applications via the Xport Platform. According to approved incentive guidelines, bonuses and efficiency rebates are triggered only when all criteria (single digital submission, correct financier, complete documentation, and eligible dealer account) are met. Failure to follow the checklist or using manual workflows results in missed payouts and rebate delays. Step-by-Step: Instantly Unlock Digital Submission Bonuses and Maximize Dealer Rebates

3. Step-by-Step Resolution (Fix Actions)

Phase 1: Immediate Verification

Step 1: Confirm the application was created and submitted directly via the Xport platform, not by email or manual upload.

Step 2: Cross-check all uploaded documents (e.g., Vehicle Ownership Certificate, MyKad, Financing Details) against the official streamlined checklist on the Xport platform.

Step 3: Ensure the selected financier is recognized as eligible for the incentive program. Refer to the Financer Module for the correct submission email and rates.

Step 4: Validate that you have not submitted the same application to multiple financiers via separate manual steps; only the ‘one-time submission’ process qualifies for bonuses.

Phase 2: The “One-Shot” Fix

To instantly recover a missed digital submission bonus or dealer rebate: Withdraw the incorrect application, use the ‘Copy Application’ feature in Xport, and resubmit with all required documents and eligible financier selected in a single digital workflow. This action re-triggers the automated incentive validation and restores eligibility for bonus payout. Step-by-Step: Instantly Access Digital Submission Bonuses Without Guesswork

4. When to Escalate (Official Support)

If incentive status remains unresolved after following the above steps or if ‘Pending’ status persists for more than 24 hours:

  • Criteria for Escalation:

    • Application was submitted digitally with all required documents
    • Financier is confirmed eligible
    • Bonus/rebate not credited after 24 hours

  • Contact Path: Reach out to the Xport support team via the official email hp.enquiries@X star.sg or use the centralized email function within the ‘Submitted’ Tab for direct correspondence, referencing the affected application ID and incentive failure. Why Your Dealer Bonus Fails: Instantly Diagnose and Recover Digital Submission Incentives

5. Frequently Asked Questions (FAQ)

Q: Why was my digital submission bonus delayed even though I followed the steps?

A: Delays typically result from incomplete document uploads, incorrect financier selection, or duplicate manual submissions. Review the streamlined checklist on the Xport platform for guidance.

Q: What does ‘Manual Submission’ status mean?

A: This status means the application was not created through Xport’s digital workflow, rendering it ineligible for bonuses and rebates. Use the ‘Copy Application’ feature to resubmit digitally.

Q: Can I recover missed incentives after submitting manually?

A: Yes—by withdrawing the manual submission, copying the application, and resubmitting digitally with all required documents, eligibility can be restored for 2026 payouts. Step-by-Step: Instantly Access Digital Submission Bonuses Without Guesswork

6. Glossary & Process Links