Why the Offer Tab Shows No Offers Available

Overview

A common question from loan officers is why the Offer tab inside the View Application screen shows no offers or shows a Loan Unavailable message even though a pre-qualification was completed and the borrower invite has already been sent.

This article explains why this happens, what the expected behavior is, and what steps are needed to make offers appear in the Offer tab.

Why This Happens

Root Cause: The Offer tab in View Application is a read-only display. It does not trigger the pricing engine. Offers are only generated when the borrower actively continues their portion of the application.

The portal pricing workflow works as follows: when a Loan Officer completes the pre-qualification on a borrower's behalf, the system sends the borrower an invitation to continue. At this stage, the application is in a Pre-Qual Started or similar early status.

The View Application screen including the Offer tab is a read-only tool designed for reviewing data that already exists on the file. Viewing this screen does not re-run pricing or pull new offers. Until the borrower logs in and completes their required steps in the application, the pricing engine has not yet run for their specific file, and no offers are available to display.

How Offers Are Generated: The Correct Flow

Offers are generated by the pricing engine as part of the borrower's application journey not by the loan team viewing the file. The sequence is:

1	Pre-Qual Started	LO completes pre-qualification on behalf of borrower. Invite sent to borrower.
2	Borrower Must Act	Borrower receives the invite and must log in to continue the application themselves.
3	Pricing Triggered	Borrower completes their portion of the application. Pricing engine runs and generates offers.
4	Offers Available	The Offer tab in View Application now reflects the available loan offers.

Note: The LO completing the pre-qualification on the borrower's behalf does not automatically generate an offer. The borrower must complete their portion of the application for pricing to run.

What To Do When Offers Are Not Showing

If the Offer tab shows no offers or a Loan Unavailable message, follow these steps before investigating further:

Check the loan status in the Application Summary. If the status is Pre-Qual Started, Soft Credit Consent, or any other early-stage status, the borrower has not yet completed their portion of the application.
Confirm whether the borrower has received and opened their invitation email. Check the Communication Logs tab on the Application Summary for email delivery status.
If the borrower has not started yet, contact the borrower and ask them to open the invitation link and continue the application. Once they complete the required steps, the pricing engine will run and offers will appear in the Offer tab.
If the borrower reports having already completed the application but the Offer tab still shows no offers, check the loan status again. If the status has advanced past the pre-qual stage and offers are still not showing, this may indicate a separate issue escalate to your support team.

Important: Do not attempt to re-run or reset the application to force offers to appear. If you believe there is a technical issue beyond the borrower not having completed their application, contact support with the loan reference number.

Understanding the Offer Tab When Data Is Present

When the borrower has completed their application and offers have been generated, the Offer tab displays an Information for Offer Calculation table. Understanding each column helps the loan team quickly assess eligibility and identify any issues:

	What It Means
AVM Home Value	Automated valuation model estimate of the property's current market value, sourced from a third-party valuation service.
AVM Confidence Score	A score (0–100) indicating the reliability of the AVM value. Higher is more reliable. Some guidelines require a minimum score for the AVM to be used.
Stated Home Value	The value the borrower entered for their property. Used when AVM confidence is insufficient or not available.
Mortgages Balance	Total balance of existing liens on the property, pulled from the credit report.
LTV***	Loan-to-Value ratio. Shown in orange with *** when Stated Home Value is being used instead of the AVM value for this calculation.
Monthly Payments	The borrower's current monthly debt obligations, used in the DTI calculation.
Stated Monthly Income**	Income the borrower declared in the application. Shown in orange with ** when this figure is being used for DTI instead of verified income.
DTI (before new loan)**	Debt-to-Income ratio based on current obligations, before the new HELOC payment is factored in. Shown in orange when Stated Income is being used.
Credit Score/Range	The borrower's credit score or score range returned from the credit pull.
Line Amount	The approved credit line amount from the offer.
Draw Amount	The initial draw amount the borrower requested at closing.
Desired Amount	The loan amount the borrower requested.
Origination Fee	The fee charged to originate the loan, if applicable.
CLTV***	Combined Loan-to-Value ratio (all liens + new loan amount divided by home value). Shown in orange with *** when Stated Home Value is used in the calculation.

Note: Columns marked use the borrower's stated income for calculations because verified income is not yet available. Columns marked * use the borrower's stated home value because the AVM value is either unavailable or has a confidence score below the required threshold.

Frequently Asked Questions

The LO completed the pre-qual and the invite was sent. Why can't we see the rate?

A When the LO completes the pre-qualification, the data entered is used to run pricing and populate the Offer tab with an initial rate and offer details. If the borrower later continues the application and selects a different rate or adjusts their loan parameters, the Offer tab will update to reflect the borrower's selection. If no offer is showing after the LO has completed the pre-qual, verify that all required fields were filled in correctly particularly property value, income, and loan purpose.

Can the LO run pricing on behalf of the borrower to see the offer?

A Yes. When the LO completes the pre-qualification on the borrower's behalf, pricing runs automatically and the Offer tab will populate with the available offer based on the data entered. If the borrower later continues the application and selects a different rate or loan option, the Offer tab will update to show the borrower's chosen offer. The View Application screen displays whichever offer is currently active on the file whether set by the LO during pre-qual or updated by the borrower during the application.

The borrower says they completed the application, but the Offer tab still shows Loan Unavailable. What should I check?

A First verify the current loan status in the Application Summary. If the application has advanced beyond the pre-qual stage, check the Offer tab metrics LTV, CLTV, credit score, and DTI to see which factor may be causing ineligibility. Common causes include LTV or CLTV above the allowed maximum, credit score below the minimum threshold, or the property being in a state where the product is not currently available. If the metrics look acceptable, escalate to your support team with the loan reference number.

Is there a way to see a rate estimate before the borrower completes the application?

A Yes. The Loan Officer can use the Quick Pricer tool (accessible from the My Loans Dashboard via the Quick Pricer button) to run a real-time rate scenario using the property and borrower details. This provides an estimated rate range, though it may differ from the final offer once a full credit pull and verified income are factored in.