A borrower tells you they applied. It is not in your Encompass pipeline, and you cannot find it in the POS either. Before treating this as a lost application, work out whether they ever finished.
Start here: did they finish or not?
Look for a completed application email. A completed email carrying no loan number means the borrower did finish and the push to Encompass was rejected — that is article 72, a completed application that never reached Encompass. No completed email at all, or a draft the borrower abandoned part-way, is this article.
Check Incomplete Applications before raising a ticket
Most of these are a draft that was started and never submitted. Open Incomplete Applications and look there first. Where several drafts exist, click View to see the raw data; the one with the most information is the one worth keeping.
A borrower who created an account and went no further leaves nothing behind. That is not a lost application.
How the borrower picks the draft back up
There is no longer a pop-up on the dashboard. Since 3.7 the Continue / Start new / Not now choice appears when the borrower opens the application itself, and only for the application the draft belongs to. Have them open that application and choose Continue rather than starting again. See article 70 for the Continue application banner.
Since 3.8, a borrower adding a co-borrower resumes the saved co-borrower application rather than starting a fresh one each visit. See article 40 for the co-borrower version of this.
A borrower who was advised to skip a blocking section can still submit.
A draft marked deleted
Here, deleted means the borrower dismissed the draft, deliberately or by accident. That is distinct from article 72, where a deleted draft is the residue of a failed push.
What only support can do
Only support can restore a deleted draft or push an incomplete application to the LOS. A near-complete draft can be pushed on request — tell support which you want: pushed as it stands, or held while the borrower finishes.
What support will ask for
The borrower's email address, the loan number, and confirmation that nobody has the Encompass file open.