Your Incomplete list is shorter than you remember, or a borrower signs back in and finds their part-finished application gone. Nothing has broken. Unfinished applications are not kept indefinitely, and it is worth knowing the two windows before you rely on one.
Incomplete drafts: 30 days
An incomplete application is purged 30 days after the draft was created. After that it is gone for everybody — it does not reappear for the borrower when they sign in, and it cannot be restored. They would start again.
Loan draft data: 90 days
Underlying draft data is retained for 90 days. This is the limit on what can be looked up after the fact, and it applies even to applications that went on to complete. A request to reproduce what a borrower typed into an application from several months ago cannot be met.
What to do about it
- Move anything that matters into Encompass inside the 30 days. An incomplete application that a borrower intends to finish is worth a nudge well before the deadline rather than after it.
- Capture the record while the file is live. If you are likely to need a copy of what was submitted, take it at the time rather than assuming you can ask for it later.
- If a borrower is coming back after a long gap, tell them up front that they will be starting a fresh application. It is a better conversation than discovering it together on a call.
Related
For getting a copy of what a borrower submitted while it is still available, see Getting a copy of the submitted application. For an application that was finished but is not where you expect it, see Application started but never arrived.