---
title: "Application started but never arrived"
slug: "32-application-started-but-never-arrived"
updated: 2026-11-02T18:41:45Z
published: 2026-11-02T18:31:24Z
canonical: "docs.thebigpos.com/32-application-started-but-never-arrived"
---

> ## 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.

# Application started but never arrived

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.