A borrower's email was entered with a typo, corrected in Encompass, and invitations resent. The borrower now lands on a sign-in page they cannot get past, or is told they already have an account, or requests a password reset that never arrives. This article covers getting them signed in; it ends there.
What has usually happened
Correcting the address leaves the original account behind. The borrower may also have used an invite link to start a brand new application instead of signing the one that was sent. When that happens the original account is soft-deleted, and the invite link resolves to a sign-in screen with no way forward.
Check before contacting support
- Confirm the corrected address is exactly right, character for character.
- Confirm the borrower is using the invite link rather than registering themselves. Self-registration is what produces the "account already exists" message.
- Ask whether the borrower started a new application at any point.
What support will do
Support can see whether an account has been soft-deleted and can reset the password on request. Support cannot retrieve an existing password. Send the borrower's address and the loan, and say which address is the correct one.
The sequence support works through, in order, is: correct the address, send a registration invite, have the borrower create the account and complete e-consent, then re-disclose to the new address. The existing package does not follow the new account, so the re-disclosure is not optional.
Once the account is restored the borrower signs in normally and completes the package from E-Sign Documents.
If they can sign in but still see nothing
If the borrower can sign in and there is no package waiting, see article 49. If they sign in and see no applications at all, check for a second account under a lookalike address — see article 74, two portal accounts for the same borrower.