---
title: "Borrower name is wrong in the POS"
slug: "41-borrower-name-is-wrong-in-the-pos"
updated: 2026-11-02T18:41:50Z
published: 2026-11-02T18:32:28Z
canonical: "docs.thebigpos.com/41-borrower-name-is-wrong-in-the-pos"
---

> ## 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.

# Borrower name is wrong in the POS

The People tab shows a borrower under the wrong name, two parties' names appear crossed over, or a name you corrected in Encompass has not updated in the POS.

## Why re-saving in Encompass does not fix it

A POS account takes its first and last name once, at the moment the account is created. From then on the name belongs to the account rather than to the loan, so correcting it in Encompass and saving the file will not push a new name across.

## What you can do

The borrower can sign in and change their own name under **Profile**. That is the only self-service route. Otherwise support corrects it directly in the POS, using the Encompass record as the source of truth.

## How names get crossed in the first place

This usually happens on joint applications where the two parties have similar email addresses and enter each other's details, or where one person starts the application using the other's email address. The account attaches to whichever address was used, so the name and the borrower slot end up mismatched. It is also why a borrower sometimes appears in the co-borrower position.

## Preventing it

Check each party's own email address on the file before sending invites, and make sure each person starts their own application from their own address. A mismatched name and email pair at application time is what produces the swap.

## What support will ask for

The loan, and the correct spelling for each party as it appears in Encompass.