The borrower signs in successfully but sees no loans in progress and nothing to sign, even though documents have been issued. A common cause is the Site ID on the file being wrong, so the loan is not associated with the site the borrower is reaching. There is no error — the portal is simply empty.
As a rule of thumb: "no loans in progress" usually means the Site ID is incorrect on the file, or the borrower is going to the wrong URL to sign in, depending on brand.
Check this first
Open the file and go to BPOS Dashboard → Diagnostics → SITEID. Confirm the Site ID matches the site the borrower is being sent to.
If the Site ID is right and the loan is still not visible, the Big POS enablement flag is the next thing to check — see article 55, loan not visible in the POS. For an address that is missing or wrong on the file, see article 35, borrower email must be unique and exact.
On a POSF file the Site ID should be blank
POSF files do not carry a Site ID. A value left in the field from an earlier configuration will misdirect the package even when the loan is not visibly going to the old site, and it survives corrections made elsewhere on the file. Clear it, save, and re-check before re-issuing anything.
The file has surfaced on a retired Consumer Connect site
Where a lender has moved from Consumer Connect to BIG POS, a stale Site ID can leave individual files showing up on the old site instead — often a mymortgage-online.com address the team stopped using months ago. The symptom from the loan team's side is the familiar one: the borrower can sign in and has nothing, while the package plainly exists.
The fix is to unlink the borrower's entry on that old site in Consumer Connect admin. Once unlinked, the loan appears on the current site, usually immediately. Support can do this on many configurations; on others it needs your own Consumer Connect or Encompass administrator, so say in the ticket which you have.
Check this whenever a file has bounced between systems, and whenever only some borrowers on an otherwise healthy site are affected.
Correcting it
Enter the correct Site ID, save, and exit the file so the change takes effect. If you are not sure which value is right, support can tell you, but they will need you out of the file before they can set it themselves.
Site IDs have been seen reverting after a POS migration, so re-check the value on any file that has bounced between systems rather than assuming an earlier correction held.
A related symptom
If the Site ID is correct and the portal is still empty, check which URL the borrower is using — see article 27, signing on the wrong site. Where the file came across from Consumer Connect, see article 73, borrower cannot sign on a file moved to POSF.
What support will ask for
The loan, the values on the Diagnostics tab, and the exact address the borrower is signing in at.