The borrower has given eConsent, but the file still shows eConsent as outstanding or the Compliance Timeline does not update. Most of these turn out to be a misreading of the consent state rather than a sync failure, so check what the POS is actually telling you before reporting a defect.
"Active" means outstanding, not accepted
This is the single most common misreading. An eConsent shown as Active in the POS is an outstanding request. It means consent has been asked for and is still waiting, not that the borrower accepted it.
You cannot see the consent gate yourself
The consent sits behind eSign Documents on the borrower's selected loan. That tab is borrower-only, so staff cannot see whether the borrower has cleared it. Ask the borrower what they see, or ask support to check.
eConsent is bound to a single loan file
A restructured or re-created file needs a fresh acceptance, and a borrower who was removed and then re-added has to consent again. eConsent also does not carry to a loan that was copied or re-created in Encompass — the borrower logs back in and consents again on the new file. See article 76, checking and resyncing e-consent on the people page.
A declined consent re-prompts the borrower at their next sign-in, so a decline is not a dead end.
Do not clear external eConsent
Clearing the external eConsent as a troubleshooting step has left consent oscillating between accepted and rescinded. Raise it with support instead. See article 39, closing disclosure not appearing in the portal.
When it is not a misread
A blank Non-Borrowing Owner record left in the Encompass file holds the file in an unconsented state even though the borrower has consented. The NBO has to be removed from the file, and removal happens on the lender side.
On a second-lien or paired file, eConsent requested on the first loan may already cover the borrower even though the second file's wording suggests otherwise. Verify what was actually invited.
Close the file first
Support cannot inspect a file while someone has it open in Encompass. You will be asked to exit the file before anything else happens. Saying up front that you are out of the file saves a round trip.