The CD has been issued and shows in Encompass disclosure tracking, but the borrower signs in and sees nothing new — often the portal tells them they are all caught up.
Check this first
Have the borrower open eSign Documents on the correct loan. Everything signable lives behind that tab, and it is borrower-facing only — lender staff cannot see it, so you cannot confirm it visually on their behalf. Check as well that they are on the current file rather than an earlier or closed one, and that every required party, including any non-borrowing owner, has created a portal account.
Separate the CD from the initial disclosures
A borrower who already signed a long list of initial application disclosures will still see that history, which makes the portal look busy when the package you are actually chasing has not posted. Confirm which package is missing before concluding the portal is empty.
Disclosure reminders
A reminder is only sent after the matching disclosure has been issued. Sending a reminder ahead of its disclosure was a defect and it is fixed, so a reminder that will not go out means the package itself has not been issued yet.
Each reminder is written to the loan log, so you can see in the loan's activity history exactly when reminders went.
When the package genuinely did not post
Issued CD packages have failed to post to the portal because of a platform-side defect. The fix is applied on our side; the remedy on an affected file is to have your disclosure desk redisclose the package, which then posts normally. Support cannot issue, reissue or void disclosures — that stays with your own disclosure desk.
Do not clear the external eConsent
Clearing the external eConsent as a troubleshooting step has left consent records flipping back to rescinded and blocked the package entirely. Raise it with support instead. See article 04, econsent not reflected, for reading consent state before you touch anything.
What support will ask for
The date the CD was issued, whether the borrower can see the earlier disclosures, and whether all parties on the file have portal accounts.