A borrower uploads documents. They are visible in the POS, but the loan officer or processor reports they never reached Encompass.
Check this first: is the Encompass file open
While anyone has the Encompass file open, the borrower's uploads sit in the queue and do not land. Everyone must be out of the file. See Uploads stall while the Encompass file is open.
Then check the Vault
Look in the eFolder under Borrower Portal Document Vault. In most cases reviewed, the documents were already there. This location is not where most people look first.
The documents can also be viewed and downloaded directly from the web POS in the meantime.
Which tile the borrower used decides where the file lands
A document uploaded through the Documents tile lands in the eFolder's Borrower Portal Document Vault. It does not land in Unassigned. A document uploaded against an assigned task on the Tasks tile routes differently.
The two upload paths generate different notification emails, so the alert itself tells you which was used: an alert that names no document means the Document Vault was used.
Since 3.7 the preview's detail panel carries a Folder row, and documents with no folder list under Unassigned correctly.
Other causes
- The document was deleted by a user rather than lost to a sync failure. The loan history shows who deleted it and when.
- The file type was rejected with no error surfaced anywhere. See Unsupported file types.
When to contact support
If the documents are not in the Borrower Portal Document Vault, send support the loan number and borrower email. Support can upload a test file as the borrower to verify the path end to end.
Related
Where borrower uploads land in Encompass has the full eFolder bucket map. Encompass changes not showing in the POS covers the Encompass-to-POS direction.