The consent documents weren't generated after the credit check
The Goal:
Confirm the issue and unblock the borrower's application.
How-To:
Verify that the credit check completed successfully look for a confirmation in the loan timeline
Navigate to the 'Documents' tab on the loan and check whether consent docs appear
If the tab shows 'No documents uploaded yet' despite the credit check completing, this is a known system issue (SUP-37)
Contact support immediately with the loan number include a screenshot of the empty Documents tab
Do not ask the borrower to restart their application this will not resolve the underlying cause
⚠️ Known Issue |
Consent documents may not generate correctly if a prior application was archived before the credit check was completed |
This issue is currently under active resolution by the engineering team do not delay in reporting it |
✅ Pro Tip |
When reporting this issue, include the borrower's email, the loan number, and whether this is a re-application of a previously archived loan this helps engineering identify the root cause faster |