Broker / LO
Why the Offer Tab Shows No Offers Available
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 ...
Setting Up Two-Factor Authentication (2FA)
Two-factor authentication (2FA) adds a second layer of security to your portal account. After entering your password, you will also need to enter a 6-...
Understanding Loan Status: A Complete Guide
Every loan application in the portal moves through a series of stages and statuses from initial intake through final funding. Understanding what each ...
Why is the borrower's DTI high when the 'Debts' tab looks fine?
The Goal: Understand why DTI appears higher than expected and where to find the full picture. How-To: Open the loan and navigate to the 'Debts' tab th...
Understanding DTI calculations and UI visibility
Help Loan Officers understand why a borrower's DTI may appear high even when the 'Debts' tab looks manageable and exactly where to find the complete p...
My Co-borrower says they're stuck and can't continue the application
The Goal: Unblock the co-borrower and get both applications submitted. How-To: Confirm the co-borrower received their own invitation link (separate fr...
The Debt Payoff Calculation shows a 10% rate is that correct?
The Goal: Clarify why the pre-flight calculation uses a different rate and what to do if it's blocking an eligible borrower. How-To: The debt payoff p...
I clicked 'Sync to Encompass' but the data didn't transfer. What now?
The Goal: Confirm whether the sync completed and recover if it didn't. How-To: Click 'Sync to Encompass' from the loan detail page Do NOT assume succe...
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 confirmatio...