POSF clients only.
A borrower can sign every document in a package and still have it show as unsigned. The signing step and the submission step are separate.
The required sequence
- The borrower signs the documents.
- The borrower clicks Confirm Submission.
- The borrower clicks Leave Session to exit.
If Confirm Submission is not clicked, the documents are not marked as signed. Closing the browser, navigating away, or clicking only Leave Session will leave the package incomplete.
Borrowers with packages waiting to sign see a reminder above the list stating this.
When a borrower insists they signed
This is the first thing to check. The borrower's account is correct, the package was delivered, and they did sign — the submission simply never registered. Ask specifically whether they saw and clicked Confirm Submission, rather than whether they signed.
If they did not, have them return to the package and complete the sequence. No resend is required.
Related
See the article on a borrower reporting nothing available to sign, which covers the other causes — eConsent not accepted, an invite never clicked, and documents already signed.