A disclosure or closing package has been sent, but the borrower logs in and sees nothing to complete. Logging in as the borrower shows the same thing. This article is for diagnosing why the package is absent. For the steps that get a borrower to the documents in the first place, see Borrower cannot find where to sign.
Work through these in order
1. Has the borrower passed both consents?
There are two e-consents on every file, and the POS one does not clear the document provider's. The borrower is usually logged in, seeing nothing, and has not yet accepted the provider's own consent message inside eSign Documents. Until both are accepted, documents are not presented for signature. See Asked to consent twice before signing.
2. Were disclosures issued to this signer?
On a joint file, disclosures are sometimes issued to only one of the signers. The co-borrower then legitimately has nothing to sign, and nothing is wrong. Check who the package went to before troubleshooting further.
3. Has the borrower finished creating their account?
An invite that was sent but never clicked leaves no usable account. Trying to self-register instead can return a misleading "you already have an account" error. The fix is to use the invite link, not to register.
4. Was an application ever submitted?
An unsubmitted or abandoned draft presents exactly this way — the borrower is in the portal with nothing waiting. See Application started but never arrived.
5. Is the Site ID on the file correct?
A wrong Site ID puts the borrower on a site where the package does not exist. Support corrects it. See Wrong Site ID on the loan file.
6. Is the borrower looking at the right item?
Several cases resolved when it turned out the document had already been signed, or sat under a completed section rather than an outstanding one.
7. On mobile: log out and back in. If that fails, uninstall and reinstall the app.
What support will do
Support impersonates the borrower account and reports exactly what that borrower sees, which settles the question quickly. Send the borrower's email address and the loan number.
Worth mentioning if it applies
If the borrower previously gave eConsent and it no longer registers, say so. That changes the diagnosis — it points to the file rather than to the borrower.