A password reset does nothing, the borrower never receives the email, or you cannot assign them tasks. In a large share of these, the borrower has no POS account at all yet, so there is nothing to reset or send to.
Check whether an account exists
Open the People section of the loan. A borrower shown as having a pending invite has not registered. An account only exists once they have used the invite link and set a password. Unregistered borrowers are listed on the Pending Invites card.
Reading the status on the People page
The label on the borrower's row tells you exactly where they are, and it is the quickest check you can make before doing anything else:
- LOS ONLY — the borrower exists only in Encompass. They have never been invited and have no POS account. Nothing can be sent to them and nothing can be reset.
- Pending invite — invited, but they have not used the link yet. Still no account.
- ACTIVE — they have registered and set a password, and in most cases accepted e-consent. This is the only state in which a password reset means anything.
A borrower who reports they "forgot their password" but shows as LOS ONLY or pending has not forgotten anything — there is no password to forget. Sending them to the Forgot Password link will produce no email and another ticket. Send an invite instead.
An expired invite looks exactly like one that never went
The borrower reports a dead link or access denied, and the row shows no account. You cannot tell the two apart from the loan team's side, and you do not need to. The fix for both is to resend.
Remedy order
- Resend the invite. This covers both the expired invite and the one that never went.
- If it still does not reach them, use Copy URL on the three-dot menu of the borrower's row on the People page and send the link yourself by text or personal email. Note that Copy URL only appears once the borrower has been invited at least once — on a LOS ONLY row there is no three-dot menu to open. Invite first, then copy.
- Ask support to create the account by hand only where the borrower's mail domain is genuinely rejecting the invite. It is a last resort, not a routine route.
Invites and drafts purge after 30 days
A pending invite is purged after 30 days, along with any unfinished draft. A borrower invited months ago has not got stuck — they have vanished entirely and must be invited again.
Files taken in Encompass are not invited automatically
Entering a borrower in Encompass does not invite them. Once the file is settled, open the Big POS Dashboard form in Encompass and use Invite All Borrowers. Each borrower needs their own invite; inviting the co-borrower does not invite the primary, and the reverse is also true.
Needs lists follow registration
Tasks attach to a registered account. Once the borrower registers they are auto-assigned a needs list based on the Encompass data, and you can add, edit or remove tasks from there. Until they register, nothing can be assigned.
If the invite link says the loan is unavailable
In the Big POS Dashboard in Encompass, open Diagnostics and check the POS Flag box. If it is not ticked, the file is not set up as a POS file and invites will not work.
Where this article stops
This is the no-account-at-all case. If the address itself is wrong or not unique, see Borrower email must be unique and exact. If a pending invite is holding the slot, see A pending invite blocking a new one. If two accounts exist and the loan is on the other one, see Two portal accounts for the same borrower.
What support will ask for
The loan number and the borrower's email address.