A borrower cannot log in, sees the wrong loan, sees nothing at all, or disclosures went somewhere unexpected. A surprising share of these are an email address problem rather than a fault in the system.
One address, one person
Each borrower, and each non-borrowing party who needs portal access, must have their own account under their own email address. Two people sharing an address get linked to the same portal record, which is how a borrower ends up looking at someone else's file, or at an empty portal.
Check for typos before anything else
A misspelled address is the most common reason an invite never arrives and the most common reason a password appears invalid. Doubled letters are easy to miss. Compare the address on the Encompass file character by character against what the borrower is actually typing, and confirm which address they are signing in with.
Before you ask support to change an address, send a test email to the proposed address and confirm it arrives. A single mistyped character has cost a day more than once.
The Encompass address is the account name
The POS account follows the email on the Encompass file. If the two disagree, the borrower is signing in to an account that is not attached to the loan. Correct it in Encompass, save the file, and resend the invite.
Non-borrowing parties
A title holder or non-borrowing spouse is added under File Contacts in Encompass with their own address, then invited from the POS.
Related symptoms
- Two lookalike addresses have produced two separate portal accounts, and the loan is on the one the borrower is not using — see Two portal accounts for the same borrower.
- The borrower has no account at all — see Borrower has no POS account yet.
- A pending invite is holding the slot — see A pending invite blocking a new one.
What support will ask for
The loan, the address you expect, and the address the borrower is using.