---
title: "Co-borrower missing from Encompass"
slug: "40-co-borrower-missing-from-encompass"
updated: 2026-11-11T01:31:46Z
published: 2026-11-11T01:31:46Z
canonical: "docs.thebigpos.com/40-co-borrower-missing-from-encompass"
---

> ## 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.

# Co-borrower missing from Encompass

The co-borrower is visible in the POS, or says they finished their application, but nothing has reached Encompass and a manual sync from the People tab does not move them.

This article covers the co-borrower only. For the primary borrower's draft, see article 32, an application started but never arrived.

## Check this first

Look at whether the co-borrower's application is actually complete and submitted. An incomplete or abandoned draft stays in the POS and is not transferred. Files in that state sit in the loan officer's **Incomplete Loans** list. The simplest fix is usually to have the co-borrower sign back in and finish it.

## Or they are there, on their own 1003

Before chasing a missing co-borrower, check whether they have arrived on a separate URLA rather than paired with the primary borrower. The POS pairs two applicants onto one 1003 based on how the married or civil union question was answered during the application. Answered another way, each applicant gets their own 1003 — which is correct behaviour, but it reads as "the co-borrower did not come through" if you are looking only at the primary borrower's form.

It is also worth knowing that the POS does not distinguish a second borrower from a co-borrower. Everyone beyond the first borrower is handled as a co-borrower, whatever the intended structure on the Encompass side.

If the pairing is wrong, it is corrected in Encompass; the POS will not re-pair them retrospectively. Document access is unaffected either way — everyone on the loan sees the loan's documents regardless of which URLA they sit on. See article 87.

## Only support can push an incomplete co-borrower draft

**Only support can push an incomplete co-borrower draft to Encompass. There is no self-service path.** Support can force a partial application across, but only while nobody has the loan open in Encompass, so release the file first.

## Check which email address they used

Co-borrowers frequently start the application from a personal address that is not the one on the file. Searching under the address you expect will show nothing even though the application exists. Confirm the address before concluding it was never submitted.

## Invite co-borrowers from the POS, not Encompass

Add a co-borrower through the **People** tile and send the invite from there. The co-borrower draft is frequently created by the loan team entering the co-borrower's details before the invite goes out. That breaks the link between the invite and the record, and what arrives is a blank application rather than the one the co-borrower filled in.

## Abandoned invites leave a record behind

A co-borrower who registers but never submits anything stays attached to the file as an orphaned record with no Encompass counterpart, as does one invited to the wrong address. Only support can clear these before a clean re-invite can be sent.

## What support will ask for

The loan, and the email address the co-borrower actually used when they applied.