---
title: "Signing on the wrong site"
slug: "27-signing-on-the-wrong-site"
updated: 2026-11-02T18:41:04Z
published: 2026-11-02T18:34:07Z
canonical: "docs.thebigpos.com/27-signing-on-the-wrong-site"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thebigpos.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Signing on the wrong site

The borrower has an account and can sign in, but there is nothing to sign — or they cannot get in at all. The file is fine. They are on the wrong site.

## Disclosures belong to the site that issued them

Disclosures are tied to the POS site the file was disclosed from, and that is not always the LO's own branded landing page. When a file is disclosed under a corporate or parent-brand site, the borrower has to sign in there. Their username and password are the same on both; only the address changes.

## After a merger or a rebrand

This is the most common version of the problem. A borrower who follows a legacy brand's URL — from an old bookmark, an old email, or a link the loan team still has saved — reaches a site where the loan does not exist. The sign-in works; the loan is simply not there.

One part of this you cannot fix yourself: an Encompass-generated notification email may still embed the retired POS URL. Encompass email templates are outside support's access and must be corrected by your own Encompass admin.

## How to tell

If you can see the package in Encompass but the borrower sees nothing on your branded site, check which site the disclosures were issued from and send the borrower that sign-in URL.

## A file carrying another brand's Site ID

There are two ways out, and either works:

- Have the borrower sign in at the brand the file actually sits under.
- Switch the Site ID on the file and re-issue the disclosures.

Switching the brand after disclosures have gone out generally does not break anything, but it may require the disclosures to be reissued. If the borrower can simply sign in at the original address, that is the faster path. Decide before switching. For checking and correcting the Site ID itself, see article 42, wrong Site ID on the loan file.

Older files that came from the Consumer Connect era, where an incorrect URL was used at the start, look identical from the borrower's side — see article 73, borrower cannot sign on a file moved to POSF.

## When to contact support

Send the loan and the borrower's address. Support can confirm which site the file was disclosed under and give you the exact sign-in link to pass along.