Borrowers applying through a specific loan officer's site have their applications land under a different loan officer in Encompass. The LO's profile and licensed states look correct.
Cause
The LO's site does not have an Encompass username configured. Without it, applications from that site have no assigned destination and fall to whichever account acts as catch-all for the organization.
A borrower who picked the wrong loan officer at application time produces an identical ticket.
Applications from the corporate site with no loan officer chosen
A borrower who applies through your corporate site and answers No to "Are you working with a loan officer?" is not assigned to anyone. The application goes to whichever account is set as the default or failsafe loan officer for the brand.
This is working as designed, but two things about it surprise people. The borrower never sees an error, so from their side the application simply went through. And if the application came in through the short application, no visible draft is saved for you to find, so there is nothing in the pipeline to point at while you work out where it went.
If applications from your corporate site are landing somewhere unexpected, the question to ask internally is who the brand's default loan officer is set to. Choosing an originator who holds the widest set of licences avoids a second failure further down.
When the application does not arrive at all
The failsafe path can itself fail. If the brand-level LOS user ID is missing from the POS configuration, an application with no loan officer selected has nowhere to go: it does not reach Encompass, and it does not surface anywhere as an error. It sits as a draft that never sent.
A borrower insisting they completed and submitted an application, with nothing in Encompass and nothing in your pipeline, is the signature of this. Do not assume the borrower abandoned it. Raise a ticket with the borrower's name, email address and the approximate submission time — support can find failed drafts and push them through, but only if someone asks.
A web loan that looks missing from Encompass
A web-originated loan that appears to be missing is often sitting in the Admin or catch-all bucket, waiting on assignment because no originator licensed in the subject property's state matched. The state dropdown on the application is driven by the states licensed on the loan officer's profile, so a state the borrower could not pick is a profile fix.
What has to happen before support can move it
Support cannot reassign a file to a loan officer who is not licensed in the property's state, and support cannot change the property address — that is your own IT or admin team.
So the sequence is: fix the address, or pick a loan officer licensed in that state, first. Then support can move it.
Resolution
Have the Encompass username set on the LO's site profile.
Applications submitted before the fix are not rerouted retroactively. Those need reassigning in Encompass.
Prevention
Add "Encompass username set on LO site" to your new loan officer setup checklist. This is a configuration gap at onboarding rather than a product defect.
For a loan that reached Encompass but is not visible in the POS, see article 55.